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Excellent service under constant pressure

Story from nhs.uk

"Excellent service under constant pressure"

About: Swan Medical Group

The Swan Medical Group works very well under very trying conditions because there are nearly 20,000 patients.

Recently amalgamated with another practice, the management is constantly introducing new systems in order to produce efficiencies.

The self-check-in is a good example and the screens used for calling in patients and advertising useful preventative care.

The receptionists work well even when being abused (as I have noticed) and are business-like and greet you with a ready smile.

I am able to contact my GP for a telephone appointment which saves his time and mine.

I try never to waste his time as he is so busy.

He even works at Petersfield Hospital some days.

I am able to order repeat prescriptions online to save phoning.

Thank you for your care and attention.

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Responses

Response from Swan Medical Group 6 years ago
Swan Medical Group

Submitted on 18/04/2018 at 11:15
Published on nhs.uk at 13:06

Dear Anonymous,

Thank you so much for your comments, you have encapsulated everything we hope to excel at in one paragraph and we are delighted to hear that we are doing well and serving you and your health needs.

As you mention, we have recently merged Swan surgery and Liphook Village surgery and this has served to increase capacity and resilience within our medical team, for example we now have our own pharmacist on site who can respond directly to queries.

We have also just broken the 20,000 patient mark and pride ourselves on providing a service whereby patients are assigned to, and can build a relationship with one GP.

Our front-line reception team really do us proud, as you mentioned, they do often take the brunt of frustrations and are often found patiently explaining our systems, with a smile.

We are pleased that you find our 'Direct to your Doctor' system to work so well, you have captured the finer points in your comment, what we aim to do is triage in order that our Doctors' time is used more efficiently.

Thank you also for your care and attention in writing this comment, we look forward to providing care for you into the future and welcome further comments and suggestions.

Kind regards,

The Swan Medical Group.

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