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"Treatment second to none, phone system not fit…"

About: Swan Medical Group

I took my daughter to the surgery due to a severe vomiting bug that wasn’t clearing. The nurse who saw my daughter was amazing. She took time to listen to my concerns, make my daughter feel at ease and gave a thorough check over before calling the hospital where my daughter was treated for dehydration. The care and time she gave us was second to none and we felt very lucky to be seen by someone so caring and helpful.

Sadly the telephone system isn’t fit for purpose. An hour and a half waiting on the phone (no call back option was given during the wait time) is ridiculous when you’re worried about someone health. Whilst I appreciate the NHS is struggling at the moment, the current system isn’t sustainable and I imagine is causing a great deal of stress and upset to the Swan Medical group patients who just want to be able to contact someone when they are feeling vulnerable.

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Responses

Response from Swan Medical Group 9 months ago
Swan Medical Group
Submitted on 07/10/2024 at 09:46
Published on nhs.uk at 09:46


Dear Amy, thank you for positive review regarding the care your daughter received from one of our Nurses recently, I hope she is now on the road to recovery.

I was sorry to read about the issue with the phone system and that you were not offered a call back, our system does offer this facility so I'm not sure why this did not happen for you, my apologies. Would you be able to contact us directly about this please, so we can gather more information to help us investigate as to why this did not happen, and then we can rectify any issues to avoid it from happening again?

Thank you again for the feedback.

Best wishes,

Charlie Bond

Operations Manager

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