Modality Mid Sussex - Ratings and reviews
Reviews
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Review titled Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 23 April 2024
Unable to get a GP appointment so had to go private. East Grinstead doctors surgery used be fantastic but since run by Modality Group services have gone down hill. GP, Nurses and Staff are all very caring if you can get an appointment. And when you do get an appointment the waiting rooms are pretty empty. So something is wrong.
Visited April 2024
Review titled Modality Mid Sussex
Replied on 29 April 2024
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Unfortunately we are not able to offer above this limited demand as we must ensure patient safety. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Sophie Patient Experience Team
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Review titled Turned away
Rated 1 star out of 5
by Liana Stevens - Posted on 01 April 2024
I am a 69 year old patient of Ship Street surgery. On 26/3/24 I went to the Ship Street practice in the hope of making an appt to see a doctor. I was in a great deal of muscular pain and a big rash had appeared on right side of body, which was alarming. I was told no appointments and I couldn't make a future appointment. I was told I would have to go to urgent care at Crawley Hospital. I told the receptionist that I don't drive, have no family and only live across the road but it made no difference. So I had to spend £36 to take a taxi to and back from Crawley. After a lengthy wait, I was seen and quickly diagnosed with Shingles, which I have never had before, so didn't know that's what my pain and rash was. I was prescribed medication. In my previous experience of this surgery, if you call, there are never any appointments no matter what time you call. The only way I managed to see a doctor a few months ago was by writing a letter to say how ill I was feeling and then going in to the surgery to follow up when I heard nothing. No action had been taken, but this time the receptionist said she would alert a doctor to my letter. I would like to know what it takes to get an appointment at Ship Street. I know of others who have the same problem with this surgery and are now desperately trying to register with a practice outside of this terrible modality. Not all surgeries are run this badly. Modality Mid Sussex, you are currently letting your patients down.
Visited March 2024
Review titled Modality Mid Sussex
Replied on 29 April 2024
Dear Liana I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Unfortunately we are not able to offer above this limited demand as we must ensure patient safety. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Sophie Patient Experience Team
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Review titled How not to run a GP practice
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2024
I telephoned to request separate non urgent appointments to see a doctor for my wife and me. After waiting 30 minutes I was connected to our surgery. I was advised that I would have to either ring or visit the surgery on the following day after 10.30am. No advice was given to me about doing this whilst waiting on the phone, just there were no appointments available that day. On the following day at 10.30am I visited the surgery in preference to hanging on the phone as I had to do the previous day. The receptionist told me no appointments were available for 3 weeks to see a doctor and I should ring again after the weekend, after 10.30am, to make an appointment. Surely this is not a way to run a surgery to benefit patients?
Visited February 2024
Review titled Modality Mid Sussex
Replied on 01 March 2024
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Abysmal
Rated 1 star out of 5
by Rob Smoothy - Posted on 11 January 2024
In January I requested the practice change my monthly repeat prescription to a 2-monthly prescription to alleviate pressure on the Crawley Down Pharmacy. This was done, but applied retrospectively to all previous requests, so my December request (for a single months prescription now reads for 2 months and my requests for January are all being rejected. Have now been without medication for over a week and requests still being rejected. Hard to know what to do....
Visited January 2024
Review titled Modality Mid Sussex
Replied on 30 January 2024
Dear Rob Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
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Review titled Brilliant service
Rated 5 stars out of 5
by M. Goddard - Posted on 14 November 2023
Needed to chase up a change in medications. I have cancer so not straightforward. The receptionist got to the bottom of it and resolved my difficulty seamlessly and kindly. Tuesday evening 14th November.
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear M.Goddard Thank you for your review. We are so pleased to see that you are happy with our services. Kind regards Patient Experience Team
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Review titled Worst patient care ever
Rated 1 star out of 5
by Wendy - Posted on 11 December 2023
My sis had migraine and neck pain leaving her unable to work and most days even get up had to fight for one appt still no better and can't get appt they don't seem to care practice not fit for purpose took her to A and E didn't even get seen by a doc lovely nurse who tried her best but said doc said just a headach am sure if he had actually seen her he would have realised not just a headache ! really not sure where we turn to next
Visited November 2023
Review titled Modality Mid Sussex
Replied on 29 December 2023
Dear Wendy I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Shambles
Rated 1 star out of 5
by Paul Clayman - Posted on 14 November 2023
08.29 14/11/23 phoned surgery hoping to arrange appointment. Based on previous attempts wasn’t too optimistic. Went on hold as expected. After 5-6 minutes automated message saying unable to connect please try again later. It’s now 08.35 tried phone line again( this is all Judges close surgery). Another message saying the surgery is closed, please try again after 08.30.!! Tried Ship Street surgery, now 08.37. Automated message saying no more appointments available for today. Stayed on hold to be told I was number 14 in the queue!! Words fail me.
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Paul I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our Patient Services team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
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Review titled One issue after another
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
I have a number of issues with this surgery. It isn't with the rank and file team there. They mostly do their best to try to help. However, they are working within an under-funded, privately managed organisation within our state health service and has no service ethic whatsoever. The systems are geared up to layer on wasted time and to resist any interaction by the patient group for which the surgery exists. I could identify very helpful and worthy individuals but I cant because of the rules of this review system. It is incredibly frustrating!
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Well said
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
I dialed 999 one weekend for an issue the ambulance wouldnt come out but was told the practice would follow it up but nothing happened so I called them. This practice does everything possible to get you off of the phone and not give you an appointment immediately after an appointment and at other times you get a questionnaires to rate the care or ask about your ethnicity etc. No one disputes the care its accessing it. Its clear Modality are only interested in numbers and metrics to show how good they are. I also checked my record and it seems I have had a lot of consultations which is not true. Everytime they broadcast a text for something like a flu vacine it looks like its counted as a consultation, they are gaming the system !!" This is exactly what they are doing
Visited October 2023
Review titled Modality Mid Sussex
Replied on 30 January 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
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Review titled Awful service
Rated 1 star out of 5
by Ailsa Regan - Posted on 09 October 2023
Have regularly been let down by here; it's impossible to get an appointment, you have to push to have anything investigated, I could go on. Had 2 missed calls following an appointment that I had, as well as a voicemail (was on holiday not checking my phone), so I called back and was told they didn't know why the GP was calling me. Then was told that as I'm being investigated for cancer, they will put me on the urgent list and the GP will call me back by half 6 that day. Wasn't impressed with how this was said, not very reassuring and in fact did not receive any call! I had to wait until I could call them back to find out what they were trying to contact me about (I'm a dental nurse so calling back is next to impossible unless I book a day off work). I was left anxious and worrying about what it could be, not the mention the stress of all this back and forth. And recently, I have luckily had the all clear from all investigations but there has been no follow up appointment booked to arrange a discussion on what to do next (still have the symptoms that I booked my initial appointment about). So I will now have to try and book this myself which is always a stressful experience. Absolute joke, if only I could give a rating of 0 for the lack of communication and care.
Visited September 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Ailsa Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer