Swarland Avenue Surgery

Constructive feedback...(for 1 female Doctor)

A piece of advice for a female GP there - Patients are not 'agendas' to plough through. Patients don't like 'pushy' Doctors. Patients are not to be dismissed. Patients have feelings, rights, needs. Patients are not there for your 'gain'. Patients need to be respected. Take your time with them. Your 15 minutes can make all the difference to someone. Everyone needs to work together. 'Sorry' can make a 'bad situation' better. Learn how to be nice.

Type 1 opt out data - safeguard your privacy

It is highly recommended that patients sign up for 'type 1 opt out of data sharing' to prevent their data being used for purposes other than direct care. The new GP 26/27 contract is relevant. Get the form online, sign it and mail it to the surgery. This will ward off unethical behaviour from Doctors at surgeries. This will safeguard yourself as patients in terms of data protection, as there is evidence available from 2024/5 from a complainant who attended this surgery, who was subjected to privacy/data breaches by a female Doctor here, causing considerable upset.

Unprofessiomal conduct

was under the care of a female Doctor there. I am female - this is mentioned for a reason. Let's not be too 'specific' but suffice to say her behaviour/actions in person + in other evidenced ways caused immense anger, disgust & upset over a duration. I found myself in a horrible situation/compelled to make a strong complaint, then later positioned in a frustrating predicament upon seeing a review appear about her from another complainant who had been under her care - not sure why others fail to understand this still (but for the avoidance of any doubt), I could not return to the surgery at the time due to the actions/behaviour of this Doctor/denied a LRM which I believed would have aided. I stood up firmly, in no uncertain terms for patients; tried to broach the subject of this Doctor again on revulsion of seeing further unpleasant behaviour (to which I could relate to) in regards of a genuine significant review by another patient commencing 2024. As a consequence, rather than take my overall concerns seriously, I was then surprisingly targeted by a member of staff there in the most disgusting manner; 'removed as a patient' for standing up for myself/others; because I 'couldn't be bent against my will' + take her 'version' of events, despite evidence already presented (aka deny my own lived reality) and specifically so for having an 'opinion'. I know what my own lived experience was - I will recount it in 20 years time as it's the truth. I won't be swayed. This other complaint was concurrent at the time of mine - so logic? The way my complaint was handled was an absolute disgrace. I was invalidated/persistently subjected to considerable oppression by this member of staff throughout - so much so that the relationship broke down. There is a saying that 'the eyes are useless when the mind is blind' - this is certainly relevant in my complaint. Nobody saw to it to intervene which is systematic failure. It's unnerving. A different approach was needed for my complaint, including an open mind/action by this person early on (which hindered healing), direct apologies from the Doctor concerned; time (given sensitivity) but sadly not granted. Overall surgery doctor/patient r/ship could have been salvaged. 1 person finalised it - basically just 'go away'. As I said, I wouldn't be bent against my will. To make matters worse, a final considerable lack of respect was shown towards myself at the end by other certain members of staff (evidenced) who ought to have known better. A further complaint was later put in against the Doctor concerned, (based on evidence) to which the response induced further revulsion/worrying concern. It's unethical behaviour all round. I will stress, that the Doctor concerned broke the entire relationships/connection I had prior down with the surgery - the focus needs to be on her. To date, she hasn't apologised/faced up to matters. I'd been there years but was given such little regard. I see their complaints procedure is now 'updated' with a chance to discuss matters in person to get it 'resolved' (LRM) - not something ever offered, despite asking for it repeatedly throughout the course of my complaint. 'Sorry seems to be the hardest word' but then words can be meaningless. I admire myself for looking out for other patients however - cannot do much else. I feel I did an 'act of service' - a kindness all round - I care for others. This is a genuine, necessary review, a complex complaint (escalated), and needs taking very seriously by others. Substantial evidence. In saying that, there are some great members of staff there who I miss and were nice/friendly/professional when getting bloods taken and the reception team. It's unresolved - but what I have learnt is that some people are simply just unpleasant and literally do not care. For anyone who has a complaint, remember your voice matters; you deserve to be taken seriously, without having to meet an outdated standard. And for those concerned whom this complaint relates to, build systems that listen, ones that protect rather than oppress individuals.

Waiting room atmosphere makes you feel unwelcome

I have had a very negative experience at this practice and would not recommend it. I felt that I was prescribed medication that did not appear to be appropriate for my needs, and this was only addressed when I raised concerns about its effectiveness. The service has been frustrating overall. I have found myself needing to repeat my symptoms multiple times, and I do not feel that my concerns are being taken seriously or that the practice is making a genuine effort to provide good care. Additionally, I noticed that the practice does not ask about pronoun preferences and relies solely on information already held in their system. Based on my experience, I understand why others have expressed dissatisfaction with this practice. The waiting room environment also contributes to my negative impression. The space does not feel welcoming or conducive to healing and wellbeing. The colour scheme and overall design feel uninviting and somewhat depressing. I believe that improvements to the physical environment and design of the waiting area would make a meaningful difference to the patient experience.

Practice failed to handle complaint with respect

I was under the care of a clinician at this practice. Without going into specifics, their conduct caused me considerable distress over an extended period. I found myself in an unusual situation and felt compelled to raise a complaint. This led to a frustrating and confusing predicament that I struggled to articulate to others at the time. I spoke up firmly and clearly on behalf of patients after witnessing behaviour I found concerning, particularly in relation to feedback another patient had shared in 2024. This behaviour resonated with my own experience. As a result, I was unexpectedly targeted by a staff member and subsequently removed from the practice for advocating for myself and others, specifically because I would not compromise my position. I am certain of what I experienced and would recount it identically in years to come, as it reflects my truth. I will not be persuaded otherwise. Another complaint was being processed concurrently with mine. My situation required a different approach to resolution, including openness and constructive action from those involved, direct acknowledgement of my concerns, and time given the sensitive nature of matters. Unfortunately, this was not provided. The situation could have been remedied. Instead, one individual resolved it in a way that suited them, which was simpler for them personally. A final lack of respect was shown towards me by certain staff members who should have handled matters differently. The conduct was deeply unprofessional. The clinician involved fundamentally damaged the relationship and trust I had previously held with the practice, which saddens me greatly. Others allowed this deterioration to continue. Despite my years as a patient there, I received minimal consideration. I am proud that I advocated for other patients, viewing it as a meaningful act of support. This has been an unexpected and complex experience, though straightforward to me personally. It remains an unfortunate and unresolved matter that underscores how individual circumstances can become complicated.

Unresolved complaints and internal conflicts remain

I am a former patient of this practice and have submitted complaints regarding clinical staff members. These complaints have been serious in nature and have progressed through various channels. I am also aware that other patients have raised similar concerns about the same individual. First, it should be noted that there appears to be a potential conflict of interest within the practice structure. The practice is part of a primary care network comprising multiple surgeries, and a senior leader of this network also holds a senior position at this practice. This arrangement may influence how complaints are managed compared to standard procedures. I am also aware of multiple reviews being posted about this practice. While some may be genuine, I suspect that some may have been submitted due to unresolved matters and may be intended to damage the reputation of a particular person. There is considerable evidence and documentation regarding concerns about certain clinical staff members. Some of these staff members appear to be aware of these concerns and may have employed questionable approaches when dealing with individuals who have raised issues. It is possible that some reviews have been submitted deliberately to portray a particular person negatively and subject them to increased scrutiny from regulatory bodies. Certain aspects of complaints have escalated to the point where external oversight organisations have become involved, and counter-allegations have been raised in response to formal complaints. This practice clearly has internal difficulties and several significant matters that remain unresolved. Despite documented evidence demonstrating that certain incidents occurred and were not properly addressed, the practice has not taken appropriate action to resolve these issues.

Quick appointment and attentive care

Outstanding medical practice that provides prompt appointments and delivers comprehensive, high-quality care throughout.

NHS app keeps you informed quickly

I would recommend that people consider registering for the NHS app if they wish to access their test results and other medical information through that platform. It enables you to stay updated promptly. The telephone service can be quite slow at times. Having access to this information means you can review it again whenever necessary. It also helps reduce the workload on reception staff who would otherwise need to contact patients about their results.

Appointment availability and reception rudeness issues

I would give this practice a very low rating if possible. Finding appointment slots is extremely difficult, with availability either months away or seemingly non-existent. The practice does not appear to prioritise vulnerable patient groups adequately. Requesting referrals or additional support often results in unhelpful interactions at reception. Remote consultations appear to be overlooked. When following up on these consultations or returning calls as requested by clinical staff, responses suggest records cannot be located. This practice requires serious review and improvement.

Practice ignored patient complaints and concerns

I had a negative experience with a member of the clinical staff at this practice. There have been concerns raised by patients that were initially visible through online channels but were subsequently removed, and I feel these issues were not adequately addressed by the surgery.

Helpful staff made me feel valued

I have been attending this practice for over two decades and have consistently had a positive experience. The clinical staff are excellent and the support team at reception are equally impressive. They have always been responsive to my needs and willing to help.

Friendly reception staff and quick appointment times

This is an excellent medical practice. Appointments are scheduled promptly and you are seen without unnecessary delays. The reception team consistently demonstrates kindness, friendliness and a genuine willingness to assist patients. I have a very positive experience with this surgery. The staff are genuinely pleasant and approachable.

Dismissed and told to find another surgery

I have been attending this practice for over a decade, and today's experience left me feeling profoundly undervalued, overlooked, and treated as though I were an imposition. This represents a continuation of what I perceive as a decline in the standard of care throughout the past year, though I was taken aback when I was advised to seek treatment elsewhere. During my consultation, the clinician stepped out for an extended period and subsequently expressed frustration that the appointment had exceeded the allocated time. Given my history of significant surgical interventions and the prospect of further procedures ahead, I found it particularly concerning to be told that my symptoms were psychological in nature and that I simply needed greater mental resilience. Having lived with substantial physical challenges for several years, I am acutely aware of what genuine strength and perseverance entail. I am deeply disappointed by what I consider to be an inadequate standard of care and intend to lodge a formal complaint.

Self-booking appointments made scheduling straightforward

I recently registered with this practice and when I visited to request an appointment, the reception staff asked about the reason for my visit. They explained that appointments needed to be booked through their online system. The following day, I received a link allowing me to book a convenient time to see a healthcare professional. I found this process to be straightforward and appreciated the helpfulness of the reception team in guiding me through the booking procedure. I would recommend this practice to others in the local area.

Friendly staff made me feel welcome

The entire team, including front desk personnel and clinical staff, demonstrated friendliness and professionalism throughout my visit. I have no complaints about the service provided.

Couldn't order scans or get referrals

I altered my view of this practice. The service fell short of expectations, with limitations in ordering diagnostic imaging and making referrals. Additionally, the manner in which I was treated left much to be desired.

Helpful staff made the phone call easy

I recently registered with this practice and have found the team to be consistently helpful whenever I've made contact. During a recent call, one member of staff was particularly friendly and made a real effort to assist me with my enquiry. Much appreciated! :)

Surgery dismissed my mental health concerns

I was extremely disappointed with my experience at this surgery. The mental health support available was very limited, and I felt dismissed during my consultation. This occurred over two years ago following a difficult period. When I recently requested an appointment, I was informed that my medication would be reduced significantly and was directed to seek care elsewhere. I found this approach unhelpful and concerning, and I believe it falls short of the standard of care patients should expect.

Reception staff dismissive when booking appointments

I had a very negative experience when attempting to schedule an appointment over the phone. After receiving several letters from the NHS encouraging me to book a consultation, I decided to call the practice. Unfortunately, the receptionist displayed an unhelpful demeanor and seemed unwilling to assist with my request. I was informed that my appointment would not be available until December, which felt frustrating given the frequency of the letters I had been receiving. When I asked about stopping the correspondence, I was directed to contact a number that was not actually listed on the letter itself. The interaction left me feeling unsupported and without any practical resolution to my concerns. The overall approach was disappointing and unhelpful.

Reception staff wouldn't listen to my concerns

The reception team displayed a dismissive attitude when I called early in the morning to request an appointment. Rather than listening to my concerns, I was given limited options and told that seeing a nurse was the only available choice, with no flexibility offered otherwise. As someone managing a chronic health condition, I found it frustrating that the practice appeared unable to accommodate my appointment needs. The staff member seemed unwilling to engage with what I was trying to explain, which I felt was unacceptable.