Willerby & Swanland Surgery

Online triage helps but admin support falls short

The online triage system represents a positive step forward compared to previous telephone booking methods, though administrative processes can occasionally be unhelpful. My relative, who is elderly and living with a significant cognitive condition, finds that the practice's current procedures create challenges when trying to access appropriate support for their needs. The level of accommodation for disability could be improved, particularly when patient care should be the main focus. This falls short of what would be expected.

Triage system made the whole process smooth

I cannot speak highly enough of this practice. The entire team, from those at the front desk through to clinical staff, demonstrates outstanding levels of care. The appointment management system functions effectively and efficiently. It is important to acknowledge the commitment this practice maintains in delivering quality care, even as they face growing pressures and workload. The staff show genuine dedication that goes beyond what might be expected, driven by their passion for patient wellbeing and genuine concern for those they serve. I am very grateful for their efforts.

Efficient booking system and attentive staff

An outstanding medical practice that exemplifies the standards of excellence other healthcare facilities should aspire to emulate.

Reception team went above and beyond for mum

I'm quick to voice concerns when service falls short, but equally ready to acknowledge excellence. The local surgery has been providing care for my elderly mother who is housebound and has significant health vulnerabilities. A senior clinical practitioner made several visits and delivered exceptional care alongside helpful guidance. Subsequently, a doctor also attended and provided outstanding support. The entire team, from clinical staff through to those at reception, has consistently exceeded expectations in their approach. I'm genuinely grateful to everyone involved for their assistance in supporting my mother's care.

Easy online booking made the difference

Outstanding experience at this practice. The appointment booking system is remarkably straightforward and user-friendly. Many other healthcare facilities would benefit from adopting a similar online scheduling approach, as some surgeries lack this convenient feature and are consequently more difficult to access.

Easy to book appointments with polite staff

The new practice has proven to be quite satisfactory thus far, with convenient appointment availability and personnel who are courteous and attentive to detail.

Receptionist unhelpful, impossible to see doctor

The consolidation of multiple local practices into this single larger facility has made it significantly more difficult to obtain appointments. The reception staff have not been particularly helpful in addressing scheduling concerns. The experience has been frustrating enough that I have stopped attempting to book consultations. It appears the extended waiting times may be a consequence of serving a much wider population from one location. My family members have similarly decided to discontinue their efforts to access care here.

Reception staff made the triage process clear

Spoke with the reception team member, and they demonstrated a wonderful caring approach, proving to be a real asset to the surgery and couldn't have been more helpful and proficient in explaining the triage process. Their refreshing and pleasant manner was much appreciated. Thank you.

Helpful staff despite struggling with online booking

This is my third practice in two years, and I'm pleased with how things are going so far. Following a difficult experience at a previous surgery where I felt my health concerns weren't taken seriously despite persistent symptoms, I was eventually diagnosed with a serious cardiac condition requiring emergency intervention. I was told that another similar event could have been life-threatening. In comparison, the care I've received at this practice has been truly wonderful. The clinical team have provided excellent support and reassurance throughout my time here. I do find the appointment booking system challenging due to my limited technical skills, but I've always managed to secure appointments in the end. The standard of care has been outstanding, and I hope this continues.

Modern building can't replace human contact

The facility is modern and well-equipped with climate control, though it has adopted an automated check-in system like many other organisations. This approach may not suit everyone, as some patients prefer face-to-face interaction at reception. Securing an appointment with a clinician proved to be quite challenging.

Clean surgery with helpful appointment booking process

I have been a patient at this practice for approximately five years. The surgery maintains high standards of organisation and cleanliness. Obtaining appointments has become more challenging since new procedures were introduced. I find the clinical staff to be excellent practitioners who are approachable, attentive to what patients say, and create a comfortable atmosphere during consultations.

Reception staff were genuinely pleasant and helpful

I cannot speak highly enough of this surgery practice, from the clinical staff to the nursing team and reception personnel, they are all a tremendous credit to their profession. Since becoming a patient here nearly two years ago, they have consistently demonstrated compassion, clear communication, responsiveness and efficiency. In my experience, all members of staff have been pleasant at every interaction. Thank you to the practice.

Couldn't book appointment without calling at eight

Recently registered with this practice and contacted them to arrange an initial medication consultation, as I understood this would be necessary before any prescriptions could be provided. The receptionist indicated that no slots were currently available and suggested I call back at 8am. I found it frustrating that they were unable to schedule an appointment for a future date rather than requiring me to phone at a specific early time.

Hard to book appointments at modern practice

This is a contemporary medical facility with excellent practitioners, though the main challenge lies in securing an appointment slot to access their services.

New building impresses despite touchscreen concerns

This is the new location of the former medical practice, with the same familiar clinicians and staff now based here. The facility is brand new with an increased emphasis on technology, with check-in managed via touchscreen displays rather than traditional reception desk interaction. While this system has been in use at other NHS facilities for some time, it may feel unfamiliar and potentially overwhelming to some of the older patient population who are less comfortable with digital systems. However, a receptionist remains available near the check-in screens, so the process is not entirely automated. The building itself is bright and welcoming, featuring automatic doors and a straightforward process of tapping the screen to receive appointment details. For those who prefer it, telephone check-in remains an option, and the NHS app also provides an alternative method. Once basic details are entered on the screen, patients receive clear directions to the appropriate floor and room number for their appointment. The building is three storeys with a lift available for patients with mobility difficulties. The ground floor houses nursing services, the first floor contains clinical rooms, and the upper floor appears to be used for administrative purposes, though the exact layout is not entirely clear. Throughout the building, information screens display health advice, similar to the television screens at the previous location. When appointments are called, patient names and room numbers are displayed on these screens, which represents a modest improvement without being intimidating for those less familiar with technology. As with any computer-based system, occasional technical issues may occur. Overall, this represents a significant improvement on the previous location, with more spacious clinical rooms. Like many modern healthcare facilities, it will likely face ongoing challenges around staffing levels. As an older patient, I have found the transition smooth so far. Repeat prescriptions can still be collected from a box in the entrance, though these can also now be managed through the NHS app. I am satisfied with the new facility and grateful for the continuity of care provided.

Reception staff need better phone manner training

I became a patient at this practice earlier this year. The reception team's approach to handling telephone calls could benefit from improvement, as their tone and manner often come across as unwelcoming. When making enquiries, I felt treated as though I were an inconvenience rather than a valued patient, and there was a lack of warmth in their interactions. I have concerns about how this approach might affect more vulnerable patients. Despite being fairly resilient, their demeanor has occasionally affected me. In contrast, the clinical staff have been pleasant and competent in their roles.

Same day appointment made the difference

Fortunate to secure a same-day appointment and receive assistance with transport, as the journey would have been challenging given mobility considerations.

Phone queue wait exceeded two hours without notice

Called at approximately midday and found myself second in the queue, so I decided to wait. After holding for around an hour, I had moved to first in the queue, but after a further hour of waiting I decided to discontinue the call. Curious about the situation, I rang back to inquire about wait times, only to discover the practice had closed for scheduled training purposes. This closure was not communicated on the website, which indicates that reception hours are 8am to 6pm throughout the working week.

Good move, felt well looked after here

Have only been a patient for five months and have been treated with excellent care, which has proven to be a positive decision.

Receptionist was rude and unhelpful

Disappointing experience with reception staff conduct. Considering making a formal complaint to the relevant regulatory body.