Judges Close Surgery
Judges Terrace, High Street, East Grinstead, RH19 3AAContact details and opening times
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Reviews
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Review titled Not able to make an appointment
Rated 5 stars out of 5
by Sam - Posted on 06 July 2023
We are told to call the surgery at 08.30 in the morning but can never get through. I start work at 9.00 so am travelling to work at 8.30. If you do get through eventually at 09.00 you're told to phone back the next day at 08.30. It's impossible to make and appointment. Haven't been able to get an appointment for months and my condition is just get worse. Not urgent at the moment but it won't be long until it is. The situation is unacceptable.
Visited June 2023
Review titled Judges Close Surgery
Replied on 28 July 2023
Dear Sam We pride ourselves on listening to our patient’s concerns and making positive change where we identify this needs to happen. I would be grateful if you could contact us so as we can investigate why you have had a negative experience with us. You can contact us via the feedback form on our website. Please find the link below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Stressful, unbelievably difficult practice to deal with
Rated 1 star out of 5
by JamesRJenn - Posted on 09 May 2023
I was forced to move GP surgeries after moving towns. All registration paperwork was completed, and all online forms also. I have had a repeat prescription for over 10 years, that I rely heavily on to carry out my day-to-day activities (including work). 7 days before I needed a repeat, I did as asked by the GP practice and emailed the request form. 7 days later, and 2 follow-up calls to the practice, and the pharmacy have no record of the prescription having been requested. Today I have spent a total of 1 hour and 40 minutes on hold waiting to speak to somebody to help me, still to no avail. I fully appreciate the pressures that the surgery staff are under, but this is a shameful way for a patient to be treated. Throughout every call and interaction I have been patient, clear, empathetic, and have made the urgency of my request clear at every opportunity. I am now in a position where I am likely to miss work, and am unable to carry out my normal activities for no discernable reason. Patients are given repeat prescriptions for clinical reasons, and by withholding access to required medications I feel that this surgery is causing unnecessary harm to patients in need. Based on my experiences so far, I cannot recommend this practice in any way.
Visited May 2023
Review titled Judges Close Surgery
Replied on 12 May 2023
Dear James 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 A 12 month journey for a 20 minute job
Rated 2 stars out of 5
by Anonymous - Posted on 13 May 2024
I began my journey care with Judges Close for a routine, urological procedure in 12 months ago. I found living in West Sussex the procedure followed referral by a practice gp despite a self-referral route existing for residents just 2 miles away in Surrey. I made my first call in May 2023. Predictably, no appointments were available and I accepted my needs were low priority. I continued to try over the following weeks and months eventually becoming September. After numerous rejections citing the allocation limit of 3 weeks, I waited to speak with a member of the team and explain that I do not need any real interaction with a gp. Not an appointment nor a phone consultation, simply a task to be generated to complete a form to refer me into the community urological service. I was told that this was not possible and that I needed an appointment. Medical by profession, I was aware of the questions I should have been asked and the information surrounding risk and circumstances. I tried to explain I was happy to send an email with detail and consent. This, again, I was told was not possible and I needed an appointment. I tried again, measuring the time of the recorded message and called ahead of the lines opening to secure first place in the queue. Indeed, I was first. And first to be told.. there were no appointments for 3 weeks at any of the partner surgeries. Out of options, I spoke to a member of the team and vented my frustration at the rigidity of the process, having already taken over 4 months. Another helpful team member arranged a consultation in October with a hub doctor from Crawley. I was contacted and a phone consultation established the facts and gave my consent to be referred. I was allocated to a partner surgery approximately 5 miles from home, and heard nothing. When I took my child for routine vaccinations at the same surgery in November, I enquired about how to find out the status of my referral. No details could be found and I was given a number to call. I contacted the community service associated with the practice and was told the referral would be rejected, as I lived 'out of area'. I explained that they should not reject the referral to me but back to my surgery for management. This apparently could not be done. I called Judges Close and explained the problem; and asked for a task to be generated to re-submit the referral into the community urological service. Something clicked and I was accepted into the service and given an appointment for assessment.. in March. Since then being managed by the cus the service has been smooth and a date for surgery has finally been allocated for end of May. I hesitate to calculate the cost of all that unnecessary work. Primary care is suffering great challenges and I sympathise with the hard working teams at the front, but there should be a much simpler, faster and logical route to managing routine cases that do not require direct gp input, and require only a paper exercise.
Visited May 2023
Review titled Judges Close Surgery
Replied on 27 June 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer
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Review titled Not a functioning Surgery
Rated 1 star out of 5
by Patrick Bowe - Posted on 11 May 2023
I rang up to get a Doctor's appointment. The staff are rude, abrupt and antagonistic. I can't get an appointment today for any day in the future and will have to take my chance calling back on another day. Their process for allocating appointments appears to have been designed to cause the maximum distress to the people under their care. If you can't see a clinical professional, ever, then what is the point in having the NHS?
Visited May 2023
Review titled Judges Close Surgery
Replied on 12 May 2023
Dear Patrick 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 Ridiculous booking system
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2024
When someone phones for a non urgent appointment and asks to book - you should not be told you have to phone next day from 10.30am as the appointment diary has not been released! If I phone the dentist I don’t have this ridiculous situation. I phoned six days ago to ask for simple appointment - was told by receptionist they would have to check with doctor and I would hear in 3/4 days - but nothing - no word. Phoned today and was told I need a doctors appointment but will have to phone every day after 10.30am to book. What kind of booking system is this apart from totally inadequate?
Visited May 2023
Review titled Judges Close Surgery
Replied on 27 June 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 Impossible
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Impossible to get appointments Impossible to get treatment Impossible to get referrals Is there any point to this practice existing?
Visited April 2023
Review titled Judges Close Surgery
Replied on 02 June 2023
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 Uncontactable practice
Rated 1 star out of 5
by Jacquie Russell - Posted on 12 April 2023
Having waited over 40 minutes for somebody to answer the phone I gave up. I wanted to some advice about reducing my medication and there is no other way to contact the surgery other than to sit in a phone queue with no sense of how far up the queue you are. As a result I am going to have to make my own decision which is quite appalling.
Visited April 2023
Review titled Judges Close Surgery
Replied on 12 May 2023
Dear Jacquie 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 Very poor
Rated 1 star out of 5
by Verna Wilson - Posted on 05 April 2023
I tried last week to get an appointment at 9am l was on the phone 20minutes then was told it was totally booked for the day and to ring at 8-30 the next day l then rang like l was told exactly 8-30 and was told l was 11th in the queue l stayed on the phone for 30 minutes and was again told l was 6th in the queue but again fully booked. How on earth am l meant to get an appointment with a doctor?
Visited April 2023
Review titled Judges Close Surgery
Replied on 12 May 2023
Dear Verna 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 Might as well not have a doctor
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
I've been calling since last week for an appointment but there is never any left by the time I get through. Today I called bang on 8:30 again as advised and was caller 19. I got right down the list for them to answer at 8:59 and hang up in the same second. I called back and was caller 20. I give up, what should be a routine appointment might become an emergency now. I also need one for my baby but can't even get through to reception. Really poor! I'm told it's staffing but I've never experienced a surgery this bad
Visited March 2023
Review titled Judges Close Surgery
Replied on 27 March 2023
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 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 Unable to see s doctor. Ever it seems
Rated 1 star out of 5
by Brendan van Rooyen - Posted on 14 March 2023
A few months back there were serious service issues here but there has been time to put them right. This hasn't happened. There seems to be no way to see a doctor at this surgery even for sick children. They seem to be a phone line with the only purpose of telling people to go to the walk in centre or a&e.
Visited March 2023
Review titled Judges Close Surgery
Replied on 27 March 2023
Dear Brendan 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