Swan Medical Group
Swan Surgery, Swan Street, Petersfield, Hampshire, GU32 3ABContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled call back System didn't work
Rated 5 stars out of 5
by John King - Posted on 06 June 2024
I called this morning and got the message that there were more than 30 in the queue. I was offered the choice of pressing 1 to have my position held and a call back. I spent the rest of the day until 3pm with the phone in my pocket but no call was ever received!!! so I would have been better waiting in the queue. Normally have excellent service from this practice, but definitely gone down a little since the mergers. Big ids not always good
Visited June 2024
Review titled Swan Medical Group
Replied on 07 June 2024
Dear Mr King, have now spoken to you I am glad I was able to explain that the call back system did call you just 1 minute after your initial call, for some reason the screening on your phone system tried to connect the call but it was unsuccessful. I have also organised for one of our team to contact you today as discussed. Please do contact us directly if any more issues. Kind regards, Charlie Bond - Operations Manager
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Review titled Call Back did not work
Rated 2 stars out of 5
by Mrs H - Posted on 18 June 2024
Waited an hour. No call back. I rang again. This time I was number 1 in the queue. I hung up expecting my call back. Nothing. Rang again. Now number 20 in the queue. This system is not working. It is impossible to ring the Surgery at the best of times. We have taken to walking there to request an appointment. Can’t remember the last time we saw a doctor.
Visited June 2024
Review titled Swan Medical Group
Replied on 28 June 2024
Dear Mrs H, I am sorry to hear the call back facility did not work for you, I am happy to investigate this matter for you if you contact us directly with more information? We have had lots of positive comments from patients on how good the new system has worked for them, but it is important to get feedback on when things don't work well too, so we can investigate and identify any issues, then put measures in place to resolve these issues where possible. Kind regards, Charlie Bond - Operations Manager
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Review titled Unable to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2024
Massive wait times on the phone ,nhs app not currently booking appointments . All since the merge . This was such a lovely surgery which is now broken. So sad 😞
Visited May 2024
Review titled Swan Medical Group
Replied on 05 June 2024
Dear Anonymous, Sorry to hear your poor review about Swan Surgery. To clarify our phone system, it offers a free call back facility if you do not want to wait, the data from April confirms on average the longest wait time was less than 6 minutes, we have received multiple compliments about this new facility. The availability to book appointments via the NHS App is open between 6 - 8am and 6- 8pm Mon-Fri, outside of these times you can call us for an appointment. Its not clear from your review if this is actually about Swan Surgery or another of our sites, but if you have any concerns I suggest you contact one the the Operations Mangers who will be able to help. Kind regards, Charlie Bond - Operations Manager
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Review titled Called up this morning, told we don't have appointments left
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2024
Called up this morning, told they don't have appointments left and that I should go to the urgent treatment centre or 111 to be seen. Called 111, explained the situation and 111 said that should be seen by the GP surgery (going around in circles!), but added me to the GP list to be seen. Seems like Swan Surgery are trying to pull a fast one and palm their patients off on other services.
Visited May 2024
Review titled Swan Medical Group
Replied on 02 May 2024
Dear Anonymous, thank you for your feedback and I'm sorry that we had no capacity to deal with your health matter yesterday. I am always happy to discuss these matter at the practice if you wish to contact me directly, that might help explain matters. If I may just clarify we are certainly not trying to pull a fast one or palm off our patients to other services, but unfortunately we do have to manage demand and capacity on a daily basis to provide safe care for our patients whilst protecting our team from burn out. There are other services locally who can generally help and support patients, so it is important to utilise all services available. We believe we do offer a very good service, but we cannot always offer an on the day telephone call or appointment, on this occasion it seems that when you called in we had no capacity left for the day, I am sorry this was the case and this is why you were advised to contact alternative care providers if needed. 111 do have a very small number of appointments they can access for our patients which should be used for urgent on the day use, I hope the care you received via that appointment was what you needed and I'm sorry again we could not offer you an alternative solution. Do feel free to contact me should you require any further information. Many thanks, Charlie Bond - Operations Manager
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Review titled Waste of time
by Anonymous - Posted on 21 May 2024
Over all a very poor experience - no support for people that have anxiety with booking appts. When the appt was booked it was a different surgery and I was not even told but luckily had experience with the GP and knew which surgery she was based at. Did try to call to double check and that was pointless due to a call que of over 30. When I did have the appt I was told that my issue was complicated and it would take too much time to try and diagnose it so I just have to have pain management and lose weight because the GP didn’t want to take the time to fix the issue. This GP was the reason for me leaving the original surgery and move before the merge as they had also dismissed my other concern of depression and said “you don’t seem depressed” yet when I went to another doctor I was then diagnosed with any and depression. This GP has no empathy and is dismissive to any issues unless they are easy and treatable then and there.
Visited May 2024
Review titled Swan Medical Group
Replied on 22 May 2024
Dear Anonymous, I am sorry to hear you have had a poor experience, we would be able to investigate these matters if you contact us directly at the surgery, we are unable to look into complaints from anonymous online posts. If it helps our telephone system now offers a free call back facility so you don't have to wait in the queue, you retain the same place in the queue and the system calls you back automatically when it reaches you, so no need to wait, you just need to be available to answer the call. I urge you to contact the Operations Managers to resolve your complaint. Many thanks Charlie Bond - Operations Manager
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Review titled Ill child, call up at 11am to be told 'no appointments left'
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2024
Swan Surgery in Petersfield used to be top-notch. Always seen the same day no matter what time you called. They moved to phone appointments even before Covid and that's when the rot set in. Then they moved to 'call before noon' to be spoken to the same day. Now, you call up in the morning with a very sick young child just to be told 'we're too busy, you'll have to go somewhere else'.
Visited May 2024
Review titled Swan Medical Group
Replied on 02 May 2024
Dear Anonymous, thank you for your feedback and I'm sorry that we had no capacity to deal with your child's health matter yesterday. I am always happy to discuss these matter at the practice if you wish to contact me directly, that might help explain matters. As you mention we have historically tried to provide a service where you could be spoken to or seen if needed, no matter what time of day you called, as good as this was unfortunately with GP shortages across the country this model is not sustainable, so we have been trying to look at alternative solutions to this, we are passionate about offering a good service to our patients. We do have to manage demand and capacity on a daily basis to provide safe care for our patients whilst protecting our team from burn out, and demand is currently much higher than capacity. As a reminder we are not an urgent healthcare provider, hence there are other services available to patients, we do try and see as many patients as we can each day, and all of our team are working as hard as they possibly can, but there does now unfortunately need to be a limit on what we can offer. I'm sorry again we could not offer you an alternative solution on the day, just to reassure you we do still have on the day call back appointments available Mon-Fri across all 5 sites of Swan Medical Group. Do feel free to contact me should you require any further information. Many thanks, Charlie Bond - Operations Manager
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Review titled Difficult to give website feedback
Rated 3 stars out of 5
by Paul Buck - Posted on 20 March 2024
The website is extremely difficult to use and although fully registered in the past the system required me (and my wife) to fully re register. Why? Did contact the NHS help dept who confirmed (in writing) the issues were with the swan medical group system. But no way to contact you other than this page. You have my email address and so perhaps you could explain what happened and if it is likely to happen again. Many thanks.
Visited February 2024
Swan Medical Group has not yet replied.
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Review titled Effective and responsive
Rated 5 stars out of 5
by Anonymous - Posted on 07 October 2023
I know there has been criticism of the Petersfield Swan practice recently due to call wait times and the attached but independent pharmacy service. I wanted to feedback my positive experiences. This year I have found the practice to be efficient and responsive. Online bookings have worked well for me with timely telephone consultations and face to face follow-up where needed. My GP is very thorough, personable and professional. Reception staff I have found to be polite and helpful, which is not always the experience in GP surgeries, I imagine due to the abuse receptionists can face from frustrated and anxious patients. Many thanks to the whole team
Visited September 2023
Review titled Swan Medical Group
Replied on 09 October 2023
Thank you Anonymous for taking the time to write your lovely review. I have passed your words onto our team and it is very much appreciated by all. Many thanks, Charlie Bond - Operations Manager
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Review titled Poor Service Like Their Adjacent Chemist
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
I find it soul destroying trying to book appointments with their phone service. Most days it takes them longer to answer the phone then it does to travel from Petersfield to Portsmouth by train! I've mentioned it several times now.
Visited August 2023
Review titled Swan Medical Group
Replied on 13 September 2023
Dear Anonymous, I'm sorry to hear you have had some long waiting times on the phones, we are extremely busy at the moment with bookings for our Flu & COVID vaccinations and we are trying our best to keep up with demand. You can book some appointments face to face and telephone appointments via the NHS app if that helps. Please also be reassured that even if you wait to get through to us on the telephone, if you are wanting to speak to a GP on the day and it is before midday this will still happen, and if you need to be seen face to face the GP will also book that in the same day if suitable. Please also note you reference the 'adjacent pharmacist', this business is completely independent to the practice, if you wish to speak to them please do so directly. If you wish to discuss this any further I am happy for you to contact me at the practice. Many thanks, Charlotte Bond - Operations Manager
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Review titled Appalling
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2023
Estimated call to be answered in 8 minutes. Took 24 minutes to actually have the call answered. No appointment available for something that has to be done. Certainly gone very downhill since it took on even more surgeries. Defiantly not worth if its outstanding award.
Visited June 2023
Review titled Swan Medical Group
Replied on 14 June 2023
Dear Anonymous, I am sorry to read about your poor review of Swan Surgery, complaints and issues can be resolved much quicker if you contact me directly at the practice as we are always striving to improve and appreciate all feedback. I am sorry you had a long wait time on the phone, just to explain the wait time announcements are estimated and are based on average call times, but if a long call comes into the system queue this can change the numbers, 24 minutes is certainly not a usual wait time and we are constantly reviewing these to see where we can deploy more staff to answer cells to avoid long waiting times. Please do contact me at the practice if I can help any further with your complaint/issue. Charlotte Bond - Operations Manager