Willerby and Swanland Surgery
Willand Primary Care Centre, Lowfield Road, Anlaby, Hull, East Riding of Yorkshire, HU10 7JRContact details and opening times
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Reviews
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Review titled Rude condescending receptionist
Rated 3 stars out of 5
by Matthew Gray - Posted on 23 December 2024
My previous experiences of this surgery have been without problem, however, today, the receptionist I spoke with on the phone was the most condescending interaction I have ever encountered. I tried to explain that I had used the other systems in place to make an appointment, to which she began talking over me. She spoke to me in a terrible tone and manner, like she thought I was a child who could not comprehend anything. I tried to explain how much I was struggling with my symptoms, but she did not want to listen. She did not even get as far as to ask my name! From me calling to make an appointment, without her being of any help at all, the call ended with her asking if she should cancel my appointment request I had already made. I began to try and explain how ridiculous this was, then I decided to end the call, rather than extend this unpleasant interaction with this woman.
Visited December 2024
Review titled Willerby and Swanland Surgery
Replied on 31 December 2024
Dear Mr. Gray Thank you for your feedback. I am sorry if you feel our receptionist was not sympathetic to your needs. Our patient services manager has listened to the call, updated me with the content and I would be happy to discuss the conversation personally with you in greater detail. Amanda Edwards Practice Manager
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Review titled Great compassionate visit
Rated 5 stars out of 5
by Elderly Patients daughter - Posted on 04 October 2024
My sister and I took my very elderly father to see a lovely nurse practitioner this morning after a fall. The new online system enabled us to be seen the same day. A very thorough examination was conducted so kindly and compassionately, trying to involve dad all the time. From these outcomes we were also given some excellent advice going forward. Thank you very much
Visited October 2024
Review titled Willerby and Swanland Surgery
Replied on 07 October 2024
Thank you for taking the time to leave this positive feedback. We will ensure that our excellent Nurse Practitioners are made aware of how pleased you were with how your father was looked after. Amanda Edwards , Manager
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Review titled Poor advice
Rated 2 stars out of 5
by Pauline Murphy - Posted on 04 October 2024
My right eye was swollen red and sore. Saw a pharmacist who advised to see Dr. Phoned surgery and informed call handler of problem. Was told to see an Optician. Was not happy with advice so rand 111 who fully triaged and advised attendance at Urgent treatment centre Beverley. Saw a Dr there who prescribed. Eye drop and antibiotics for tear duct blockage and infection. Your call handlers advice was incorrect and if I hadn't followed other avenues my eye would have been a bigger mess than it is. The call handler comes across like it's too much trouble and that at all costs you won't get to see a GP if she answers the phone. I do not think she listened properly, made her mind up without asking more extensive questions and ended up giving me very poor advice which thankfully zi did not take. I could have been given a phone or face to face but this did jot happen so I had to spend my whole evening trying to get help. It is unacceptable when you can't get an appointment and there is now no facility to complete an online triage to send to you like there used to be. I work within NHS so find it hard to understand why things have been made for more difficult than they ever used to be.
Visited October 2024
Review titled Willerby and Swanland Surgery
Replied on 07 October 2024
Thank you for your comments. I am sorry that you feel you were given incorrect advice. Our appointment system has recently changed to a Triage based method and I would like to have the opportunity to discuss your experience further with you if you are able to call us when convenient to you on 01482 652652 . Thank you. Amanda Edwards,Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 October 2024
I think the new triage form system is great. I completed it for my child and was called back same morning to get seen by a doctor. I was very happy with outcome. My husband also had a good experience and reception team were very helpful.
Visited October 2024
Review titled Willerby and Swanland Surgery
Replied on 21 October 2024
Thank you for commenting on how you have found the Total Triage Service. We are very pleased to hear of your positive experiences. Willerby & Swanland Surgery
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Review titled "Go to a walk in centre"
Rated 2 stars out of 5
by Anonymous - Posted on 30 May 2024
I tried to get my 85 year old mum an appointment after she'd had a fall during the night, side effects from her medication and a water infection. I was told to do this after ringing 111 and getting a call back from a doctor. The callback doctor stressed that she would need to see a GP that day to check that she was ok and to sort out her medication. I rang the practice at exactly 8:00 am and was 39th in the telephone queue.When I got through at 9:50 am I was told that there were no GP appointments left and to go to a walk in centre or wait for the emergency GP to call back to assess her case. The practice had no record of the 111 call or the subsequent call back doctors notes. The 'emergency' GP called back at 5:30 pm suggesting that I take her to a walk in centre. When I questioned the fact that seemed to be no record of the 111 call or call back notes these 'suddenly' appeared on the system. She did get to see a doctor eventually that day albeit at 9:30 pm ( at the walk in centre.)
Visited May 2024
Review titled Willerby and Swanland Surgery
Replied on 04 June 2024
Dear Anonymous, We would really like the opportunity to discuss this matter with you, in order for us to investigate the circumstances fully. Please contact the Practice at your earliest convenience . Thank you, Willerby & Swanland Surgery
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Review titled Thanks to all concerned
Rated 5 stars out of 5
by Margaret - Posted on 23 April 2024
My nearly housebound mother had a worrying spot on her face. I took a photo into the surgery and the receptionist could not have been more helpful,. She sent me a link to send the photo in. Within 3 hours, a doctor had phoned to say it was non cancerous which gave great reassurance. Many thanks for your efficiency in dealing with this
Visited April 2024
Review titled Willerby and Swanland Surgery
Replied on 04 June 2024
Dear Margaret, Thank you for taking the time to send in your feedback. Its great to see new ways of working are supporting timely access to care. Amanda Edwards Manager
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Review titled Not a great start
Rated 1 star out of 5
by Scott Taylor - Posted on 08 March 2024
Joined this practice 2 weeks ago, called at 10am today to book my new patient medication review. I was told there was no appointments and they couldn't do anything for me. How is there no appointments? I was told I had to called 8am on the day. This is a non emergency appointment, surely you can book me in the following week. I can not ring at 8am as I am at work at that time. If I am unable to get an appointment then I will not be able to get my epilepsy medication which is preventing me from having severe seizures. This seems negligent from the practice, how hard it is to book me an appointment in for next week or the week after?
Visited March 2024
Willerby and Swanland Surgery has not yet replied.
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Review titled Awful reception service!
Rated 2 stars out of 5
by Anonymous - Posted on 19 April 2023
Always worried to ring this place for appointments as the reception team, (or somebody in particular) makes you feel unvalued. ‘They’ are Unbelievably rude and nearly left me in tears the way i was spoken too. So so patronising and passive aggressive from reception. Awful behaviour when somebody is clearly ringing for an appointment as they are worried about themselves! this doesn’t make people feel any better. This definitely needs to be sorted out, you shouldn’t dread ringing your doctors because of how a lady in reception might speak to you.
Visited April 2023
Review titled Willerby and Swanland Surgery
Replied on 20 April 2023
Thank you for bringing this to my attention and I am sorry you feel you were not treated with empathy and understanding by our reception team. We spend a great deal of time with the whole team training and improving our services, this is done through various training means , such as on-line and face to face. We are constantly trying to manage the demand from patients by offering solutions to their problems, which may not always need to be dealt with by a GP. The reception staff have recently undergone Care Navigation training in order for us to help you get seen by the correct healthcare professional to deal with your needs. We will discuss your concerns at our next staff meeting and hope you are satisfied with our service the next time you need to contact the practice. I would welcome the opportunity to speak to you directly to discuss further. Thank you Jo McWilliam, Patient Services Manager
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Review titled Mixed feelings
Rated 3 stars out of 5
by Anonymous - Posted on 19 April 2023
Some of the GPs at this practice are absolutely outstanding. Some have a less than desirable bedside manner. What really lets the practice down though is all the staff who are not clinicians - so the secretaries and receptionists. They are rude, unfriendly and make you feel like you are a big inconvenience to them if you make a simple enquiry. Also, I’ve noticed that you now have to sit on hold for up to 30 minutes to get through to reception on the phone these days (not just at 8am when people are ringing for appointments). I’ve been with this surgery for over 30 years and I feel that, sadly, it is slowly declining. The new building is very nice though (although patient parking can still be an issue at busy times).
Visited April 2023
Review titled Willerby and Swanland Surgery
Replied on 20 April 2023
Thank you for your comments, sorry that you feel our receptionists and secretaries are not helpful, this is not our intention. We spend time training all our administrative staff and we are constantly striving to improve our services. We will discuss your concerns at the next staff meeting and I hope the next time you contact the practice, your query will be dealt with in a satisfactory and professional manner. With regard to our phone system, we now have apporx. 9,500 patients registered, our lines are extremely busy all day long. We instigated the call waiting system so patient would be aware they were in a queue and that an indication of how far in the queue they were so they could then decide whether to hang on or call back at another time. Obviously, our phones are busy first thing in the morning and again at 10am when the prescription and results line opens. Usually at other times of the day the phones are answered quickly, however staff number do have a bearing on call waiting times. Our statistics show we take on average over 1200 call per week, with around 90-100 calls between 8 and 9 am. In order to cut down on telephone contacts, we are encouraging those patients who can, to use online access to make appointments, order prescriptions and view test results. Hopefully in the future as more patients use this technology, the telephone will become less busy. Thank you Jo McWilliam Patient Services manager