Modality Lewisham (ML) - Ratings and reviews
Reviews
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Review titled Non Existant Menopause Training When It Matters!
Rated 3 stars out of 5
by Anonymous - Posted on 22 April 2024
I attended a smear test with a nurse that has no training in menopause and conditions relating to this that. Namely the common geno urinary syndrome (g.u.s.) which results in thining tissues around the area where samples need to be taken. I made the nurse aware of my condition before she started. However, I endeavoured unessary pain during the test and 4 days after due to the lack of knowledge, skill and experience of the nurse. It would be a great improvement if the practice trained nurses taking smear tests specifically along with g. p.s on the subject of menopause.
Visited April 2024
Modality Lewisham (ML) has not yet replied.
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Review titled Poor Attitude from Reception Staff
Rated 3 stars out of 5
by Michaela Umar - Posted on 06 March 2024
My father is deaf and since 2020 has been very unwell - it took a lot of complaining and stress and eventually his medical care was taken seriously by the practice, however the attitude of one receptionist lets down the entire effort made by the team. Today is a prime example, the call me (I never call them) to arrange an appointment, this was for a review with a new Dr my dad has never seen, this means explaining the entire situation again and its preferable to see the last GP - i explained this and the reception staff become sarcastic, saying 'The Dr you want said to see him in 3-weeks, this is an earlier date, so we will just wait until the 3-weeks have elapsed then book him in' - there are two concerns with this response 1, the appointment should've happened week commencing the 26th Feb, so by the end of thsi week is in fact 2-weeks later than it should've been, the 2 issue is the false sense of power and veiled threat. I question that this person should even have access to our personal details, home address etc... there is no email address to the practice so I will be emailing NHS England (again). She is letting the whole team down and it would be better for her to stay away from any patient facing roles!
Visited March 2024
Modality Lewisham (ML) has not yet replied.
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Review titled Lower satisfaction rating since merger
Rated 2 stars out of 5
by Anonymous - Posted on 04 April 2024
Inefficient and time consuming online form for requests now. The form itself uses ‘a line of best fit’ that doesn’t accurately reflect symptoms/nature of request. Once a form has been submitted, it has taken more than two weeks on a number of occasions for any type of non-automated response- including for simple requests. Calling, despite the emphasis on filling out the online form, yields the most successful outcome however I have been told: to check my junk mail, maybe it’s there; yes, we sent a link and are awaiting your response; it’s not an administrative matter, it’s the doctor (although my medical record on Patient Access shows the doctor directing admin to send a message to me), only to be told ‘after looking again, I’ve found it.’ What would the outcomes look like for people unable to give a little pushback? More vulnerable people? I have been a registered patient of South Lewisham Group Practice for over 30 years. I have had generally good feeling towards them, and am aware the increasing demands/thinning funding of the service (NHS generally) but in my experience things went downhill rapidly after the merger into Modality Lewisham. They started with technical difficulties I’m not convinced they’ve ever recovered from.
Visited March 2024
Modality Lewisham (ML) has not yet replied.
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Review titled Communication problems
Rated 2 stars out of 5
by Anonymous - Posted on 20 March 2024
I had a simple issue ( re: repeated prescription, error in number of tablets)and it took about one month to resolve. It was not possible to do this online as it was an admin error. It took three visits to the practice, two phone calls to Modality and two visits to the pharmacy before I was able to receive 164 tablets instead of 84 tablets. This is a communication problem between the Practice departments - reception-pharmacy team-doctor-dedicated pharmacy. I found it rather frustrating that what I thought was a simple issue took such a long time and effort to solve.
Visited February 2024
Modality Lewisham (ML) has not yet replied.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
I have recently had to contact the service for my father who has been unwell . He had not registered online as he is 86 years old . If I call from my mobile I get cut off as it is an electronic device . When calling from house phone the battery dies before an answer. I have completed the extremely difficult online form and have had rapid responses to my request for appointments and the doctors have been superb . The problem is getting through in the first place . This makes a stressful and distressing situation more so .
Visited February 2024
Review titled Modality Lewisham (ML)
Replied on 28 February 2024
Dear Patient 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 [care navigation/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 No means of send a simple request outside surgery hrs
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2024
I work in the information technology sector and build applications all the time. No system is perfect, but I must confess. The app/website used to book appointments is terrible. It is difficult to navigate, limited in it options. Just being able to send a simple message to highlight a mistake on a prescription is impossible to do outside of surgery hours. Why do I need to wait until surgery hours to send a message to my GP? Even this feedback form rejected words written in caps like information technology..... which is silly.
Visited February 2024
Modality Lewisham (ML) has not yet replied.
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Review titled Mistake made by booking team
Rated 3 stars out of 5
by Samantha - Posted on 15 January 2024
I made a request for a nurses appointment online. Got a text from the booking team with an appointment date and time. Booked into my GP surgery for this appointment and waited. The wait seemed a lot longer than normal so spoke to reception and was informed my appointment had been made at a completely different surgery and that I would need to rebook my appointment.
Visited January 2024
Review titled Modality Lewisham (ML)
Replied on 01 February 2024
Dear Samantha 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, Venecia Patient Experience Team
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Review titled Brilliant
Rated 5 stars out of 5
by MICHAEL SHORT - Posted on 11 January 2024
My experience of this surgery has always been positive. The reception staff are always helpful and the clinical staff are great. Like any other organisation, there are occasional glitches but given the pressures the NHS is under, this practice does a brilliant job. Thank you!
Visited January 2024
Review titled Modality Lewisham (ML)
Replied on 01 February 2024
Dear Michael Thank you for your review. We are so pleased to see that you are happy with our services. Kind regards Venecia Patient Experience Team
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Review titled Modality Lewisham
Rated 2 stars out of 5
by Dr Marina Hammond - Posted on 01 December 2023
I have received a message about an appointment in some place??? with a doctor whose name is not on a list of South Lewisham practice without telling me where I suppose to find this doctor.
Visited December 2023
Review titled Modality Lewisham (ML)
Replied on 30 January 2024
Dear Dr Marina Hammond 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 Very very slow patient's management system
Rated 3 stars out of 5
by Eva Balitskaya - Posted on 16 November 2023
I have two very unwell daughters. They need my (mother's) support on answering calls, filling forms and etc. We filled very emotionally difficult form to get the appointment, stating dates when we can't be together on the appointment. The appointment was given exactly on that they when I could not be with her. Second: my daughter asked medical proof for PIP application. It was promised will be sent- nothing sent. Now we again were filling emotionally affecting long form to get another appointment to get that medical proof,medication review and the further health investigation. (Friday). The appointment was promised by text message with no particular date. Today is a Thursday and our extended PIP application deadline is in few days. I am calling to South Lewisham gp, it is number 30 again waiting on with that music on and on. Also I have a constant difficulty filling a long emotionally affecting form to get an appointment, and it suddenly disappears online with all important sympthom information with no saved copy, stating that they will come back at 2pm. But time is lost, daughter greatly affected and no result. This "slow management system" is definitely slow and not working. With all my respect and great need: Can this be faster, as nobody wants to go to doctors, just only when patients are critical or in urgent need. Thanks for understanding and taking care of people's wellbeing
Visited November 2023
Review titled Modality Lewisham (ML)
Replied on 24 November 2023
Dear Patient I am very sorry to hear about your experience and would like to investigate your concerns. Please could you contact the practice via the feedback form on the link below? https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team