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FAQ's

You don’t need to get a sick note from your doctor unless you have been absent from work for more than 5 days (1 working week). Up to this limit you must self-certify by completing a SC2 form. Your employer should keep a supply of these forms. If you do need a sick note and you have not been seen by a medically qualified person for the problem before, you may have to attend the surgery. 

If you have just been discharged from hospital and need a sick note, the hospital consultant should supply you with this.

How do I get forms completed?

If you need your doctor to complete a form, please hand it to a receptionist at the surgery along with the appropriate payment.    Your request will then be logged and the forms passed to your doctor to complete.  We will contact you when the form is ready for you to collect.

Please note this process can take up to 5 working days.

How do I get test results?

If you have had a clinical test done it is your responsibility to contact the surgery for the result.  You can do this by phoning 01284 770441 or in person. 

However, if the result shows a serious or urgent problem your doctor will contact you.

To respect patient confidentiality, we can only give test results to the patient concerned or their parent if they are under 16.

How do I register with the Swan Surgery?

Ask at reception in the surgery or register online

How do I make a complaint?

We try to offer you the very best service we can at all times, but we understand there may be occasions when you feel this has not happened. If you have a complaint, we would like to handle it ourselves. In our experience, most issues are the result of a misunderstanding and we can often put things right quickly for you.

The way we deal with a complaint depends on its nature. If you have a concern or wish to make a complaint, please speak to any member of staff. We will listen to you and resolve your complaint immediately if we can.

If we can’t do this, you may need to put the complaint in writing to the practice manager. Your complaint will then be acknowledged within 2 working days before being discussed with the management team who will decide what action to recommend.

As a result, you will receive one or more of the following:

• A verbal explanation
• A written reply
• An invitation to a meeting to discuss how your complaint will be investigated

Our aim is to address your concerns with a full explanation and discuss any action that could follow.

You should have a response within 1 month.

What if I am not happy with the way my complaint has been handled?

If you are not satisfied with the outcome of the complaints procedure, you can request a review by the ombudsman. The doctor also has the right to request this review if he or she is not satisfied with how the complaint has been handled.

The contact details for the ombudsman are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone:    0345 0154033

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

Opening hours: Monday to Friday 8:30 –17:30

You could also approach the Patient Advice And Liaison Service (PALS) for help or advice.

NHS Suffolk provides PALS. This is a confidential advice and support service to help you to sort out any concerns you may have about the care we provide, and to guide you through the different services available from the NHS. 

PALS contact details are:

PALS
The Akenham Suite
Paper Mill Lane
Bramford
Ipswich
Suffolk
IP8 4DW

Free phone 0800 389 6819

Email: pals@suffolkpct.nhs.uk

Opening hours: Monday to Friday 8:30 –16:30

How do I order a repeat prescription?

Order your prescription online or contact the dispensary by phone, fax, or post or send an email to suf-pct.swansurgery@nhs.net.

How do I register so I can book appointments and order prescriptions online?

To register for online appointment booking and prescription ordering, please contact a member of reception on 01284 770441.  Your log-on details will be sent to you in the post.

I have been referred to hospital for further treatment but have not received an appointment, what should I do?

If you were referred under the Choose and Book system, your doctor will have given you (or posted to you) details of your referral with a telephone number and website address for you to make your own appointment.

If you were not referred under the Choose and Book system, contact the appointments team at the hospital to find out where you are on the waiting list and when your appointment is likely to be.

If you are not sure what system you were referred under, please contact one of our medical secretaries on 01284 770444 who will be able to help you.

How do I get referred to the Swan Surgery for a minor operation?

Vasectomies – If you wish to have a vasectomy at the surgery, you will need to make an appointment to see your own doctor who will refer you to Dr Gove. You will then receive an appointment for counselling, where full details of the procedure will be discussed with you and you will be given a medical examination to check that the operation would be suitable for you.

Other minor surgery – For other minor surgical operations, such as cyst or mole removal, you will need to make an appointment to see your own doctor who will refer you to Dr Gove. Such operations are available at the Swan Surgery only for clinical reasons, not cosmetic.

Your operation at the surgery will be done under local anaesthesia.