New Pond Row Surgery
35 South Street, Lancing, West Sussex, BN15 8ANContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent practice in all services
Rated 5 stars out of 5
by Lisa-Marie - Posted on 30 June 2023
The practice has been incredible in supporting me post-surgery. From the efficient and timely processing of Klinik submissions and excellent service form the team processing these requests, to the GPs who have been caring and proactive in following up on any concerns and required referrals and results, and recently the nurses who have been treating a subsequent injury. At what has been a sensitive time the service provided has been supportive and ensured that any concerns and issues were addressed quickly, appropriately, and compassionately. Thank you.
Visited May 2023
Review titled New Pond Row Surgery
Replied on 29 August 2023
Thank you for taking the time to leave a review for the practice and team. I am so glad to hear you had a positive experience with the surgery at a time that was difficult for you. We aim for this level of service and care to continue for our patients, through the demanding times as we all face currently. Kindest regards, Clair Fallows, Business Manager.
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Review titled Appointments
Rated 4 stars out of 5
by George Drew - Posted on 16 May 2023
I have been registered as a patient with New Pond Row for almost 20 years , always first class service , patient care being paramount .This morning I needed to make a telephone appointment to speak to the practice nurse . Usually a 2 minute call . Today after listening to a ridiculously long message I tried to log in on the internet to the new booking system . I am quite computer literate but gave up . I phoned again and after listening to the message again , I selected option 1 and within 1 minute I had spoken to a receptionist and my request was sorted , easy . Why the need for change ? It is just change and in no way improvement , in fact the opposite . How long before somebody dies because they cannot get through to a doctor . What is the next step ? Artificial Intelligence doctors ? The General Practitioner system was set up to help people without hospital care not to make them unable to see a doctor because the internet does not work or a form did not arrive . Your voice message says a couple of times keep the phone lines clear for those that need help , if people got through to a receptionist without the delay of listening to recorded messages treatment could be provided quicker . The old system was not broken so why change it ? Somebody has to read an internet form , is this quicker or more efficient than speaking to the patient ? We know the answer to that . Finally you have all the patients contacts , phone numbers , e mail addresses etc . Contact us all to see if we want or agree with this new system and abide by our decisions , not doing so will prove that you already now the outcome . Get shot of it before some poor soul perishes because of it . Who will take the blame if that happens ? Serve the patients not the internet companies . Just another unnecessary expense .
Visited May 2023
Review titled New Pond Row Surgery
Replied on 16 May 2023
Thank you, Mr Drew, for taking the time to leave a review of the surgery. I understand your frustrations at having to manage another/a new way of contacting the practice; we'd certainly prefer to not have to change our processes, however we have to respond to not only our patient demand, but also changes to our contracts with NHS England that cover patient access. You will have no doubt read in the media for a number of years that GP practices have been struggling to meet the demand for our patients, especially where there are housing developments that lead to increasing numbers of patients registering with surgeries, and with recruitment of GPs and other clinical staff. Quite recently all GP practices were advised that our contracts were being amended to ensure "all patients should be offered an assessment of need at first contact with the practice". With all the problems General Practice faces right now, to have the instruction that surgeries have to review all patient contact has compounded the problems and caused huge concern across the UK. As I mentioned when responding to another review, we completely understand the trepidation that some of our patients have as technology within the NHS has never been the best. However, we feel that this new system is one of the few options we have available to us to try and meet the demand for appointments and care. Any funding opportunities offered to GP surgeries usually comes with a myriad of restrictions as to how and when it can be spent. When we were offered funding for digital tools to assist with patient care and contact, we were given only a short time frame to agree on what providers we would opt for. Many practices went with funding existing technologies, already in use within their practices. We decided we would try a new system called “Klinik”, one that has been adopted by a number of practices across the UK and had incredible feedback on its ability to increase the efficiency and effectiveness of contact and care for patients. Patients will not be compromised by trying this new triage system. We have had a huge number of patients tell us how well Klinik has worked for them but we do understand there will be some patients for whom the system doesn’t fit with and we hope, by freeing up the telephone lines with people opting to submit their queries online, people who can’t use Klinik will be able to reach the surgery over the phone far easier than before. Those ringing in will still have all their details submitted into Klinik, and an appropriate person within the practice triage their submission, mainly our clinical triage team made up of GPs. And the submitted form gives a detailed overview of what the patient is experiencing, therefore triaged effectively without the need for an additional call to gather more information before a pathway is agreed. Thank you again for your time. Clair Fallows, Business Manager.