Modality Lewisham (ML)
Jenner Health Centre 201-203, Stanstead Road, Forest Hill, London, Greater London, SE23 1HUContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Modality Lewisham (ML).
Reviews
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Review titled Always on hold on phone
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
You can’t get through on phone . Even if you do you are on hold for at least 1 hour . I am still on hold now 1 hour 40 mins . Still no answer . So so so bad . They used to be great before they went to madality .
Visited March 2023
Review titled Modality Lewisham (ML)
Replied on 12 May 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 care navigation 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 Doesn't function as a GP
Rated 1 star out of 5
by Darren - Posted on 22 March 2023
No disrespect to the staff, and the doctors and nurses seem top notch, but this surgery doesn't really work. Throughout winter, the old and the sick queue up outside in freezing fog in the hope of securing an appointment. You can phone, but not until 8am, which puts you in a queue. By the time your call is answered, all appointments are gone. You cannot book an appointment for another day, so in effect, it is impossible to see a doctor unless you get lucky in the daily lottery. My local practice was brilliant when I signed up, then went downhill slowly before taking a nosedive when it joined Modality. "Vote for the merger," I seem to recall them saying, "It'll make things much better." I guess they meant for the directors rather than for us patients. I can't overstate this - the doctors I've seen here have been the most helpful, personable and knowledgeable GPs I've come across. And the nurse I've seen is very good too. But as a practice, as a business, it is not putting its patients first. To all practical intents, my family and I do not have access to primary health care.
Visited March 2023
Review titled Modality Lewisham (ML)
Replied on 12 May 2023
Dear Darren 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 Great care, great availability
Rated 5 stars out of 5
by Christopher D - Posted on 24 March 2023
Called 111 around mid morning - nothing urgent, just generally unwell. By mid afternoon a GP from the Jenner Practice had called me for a telephone assessment, and by late afternoon they were seeing me in person. Newspaper headlines constantly tell us waiting lists to see GPs are horrendously long - but at least in my experience yesterday, it was the opposite. I don't think you could reasonably ask for anything more. Obviously the dr was great and all that - but the main thing that made me want to leave a review was the great availability which you don't hear about enough. At least for me yesterday, the system seems to be working perfectly. A pleasant surprise!
Visited March 2023
Review titled Modality Lewisham (ML)
Replied on 12 May 2023
Dear Christopher Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
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Review titled Brilliant Service
Rated 5 stars out of 5
by Anonymous - Posted on 21 March 2023
Was experiencing problems with NHS app and had tried all options and still could not connect to surgery. Went to Jenner Practice and the staff were extremely helpful. The person I saw was very knowledgeable and after a short time was able to see that my address was in the wrong format. Once this has been corrected I am now up and running. The staff are helpful and polite and Inn all the years I have been attending this surgery I have always been treated with respect and thoughtfulness.
Visited March 2023
Review titled Modality Lewisham (ML)
Replied on 12 May 2023
Dear Patient We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled Excellent care
Rated 5 stars out of 5
by James - Posted on 06 February 2023
I am writing with regard to a recent visit to the Jenner Practice, as I wanted to thank the staff I came into contact with. My nine year old son had an issue with an inflamed scrotum which had worsened overnight. I was trying to get through on the phone, but as I am local, I decided to attend in person shortly after 9am. I explained the situation to the receptionist who informed me that I could not request an appointment in person that this could only be done over the phone, but given the fact that my son was clearly in discomfort she would try to get him seen. She also suggested he provide a urine sample. She was extremeley helpful and it was clear that she was there to help Arlo. Once we provided the sample, she confirmed a doctor would call us later that morning. The Dr called as promised and after a quick summary over the phone he identified that he would need to see Arlo for an assessment at 13.45. At the appointment the Dr examined Arlo and explained that there were signs of an infection in his urine sample . His initial diagnosis was Epidimitis, but he identified that this was unusual in someone Arlo’s age. Unfortunately the computer system went down as he was trying to explain the condition. He suggested we could come back later in the day for the antibiotic prescription. The Dr then called me back later that afternoon, and explained that having consulted another clinician, he recommended having Arlo seen by a urologist, and suggested Kings as there is no Urology team at Lewisham. He was very calm and reassured me that this was precautionary, but it was the best course of action. He drafted a letter explaining why he was referring Arlo. I picked up the letter from the Practice and headed to the hospital. We were quickly seen and thanks to the letter the team were able to make a decision. Arlo went into surgery at 19.30 and was out by 21.10. He had an infected cyst above his left testicle, which was removed. He was discharged just before midnight and we were home just as his birthday (3rd Feb) started. I wanted to thank both staff members for their diligence and proactive approach to helping my son. Without them Arlo would have suffered a great deal more pain and discomfort. The NHS and GP Practices are under huge pressure and come in for a lot of criticism, but I was delighted to have had such a positive experience and great outcome for Arlo. I am very, very grateful to both of these staff members. Please pass on my thanks and gratitude. With very best wishes, James
Visited February 2023
Review titled Modality Lewisham (ML)
Replied on 16 February 2023
Dear James, We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled its gone down hill
Rated 3 stars out of 5
by Anonymous - Posted on 28 March 2023
i have been coming to this surgery for over 20 years. They have supported me in so many different ways and the doctors have been amazing. However, i find its just not the same anymore. Its almost impossible to get an appointment when i need it and causes me so much stress and upset. The doctors are good when you do get to see them but booking an appointment via the website is confusing, there always changing things, its very overwhelming! I keep being told that the changes will be easier for you to book appointment but i really have not seen that. It use to be very straight forward.
Visited January 2023
Review titled Modality Lewisham (ML)
Replied on 12 May 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 Calm helpful receptionist, kind active drs
Rated 4 stars out of 5
by Anonymous - Posted on 31 January 2023
Like all GP they are hugely overworked and have limited resources. Booking is difficult same as anywhere else. However receptionists on the phone and in person are kind, discrete and as helpful as they can be. Dr’s listen, speak honestly and are kind in their manner. Hugely overworked but still putting patients first
Visited January 2023
Review titled Modality Lewisham (ML)
Replied on 16 February 2023
Dear Patient We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled extremely expensive
Rated 2 stars out of 5
by Anonymous - Posted on 07 February 2023
I have asked for the medical form to be signed as i needed for job that i am applying for. The practice asked for shocking 120 pounds for signing 2 pages. When i asked the reception how much it would cost me , no one knew how much to charge me , only manager knew. Furthermore, it took 2 weeks to do that . I was prepared to pay however , this price was shocking to me. I have done my research and discovered that my colleagues paid either nothing for the same documents or maximum 90 pounds. It's simply made up price , which should be fixed and known to all staff at the reception (by the way i was asked by reception staff, on one of my many visits to collect the document , how much management asked me to pay). I think this is unbelievable price to pay, also the practice should be transparent with their prices and display it for the staff and public to know .
Visited January 2023
Review titled Modality Lewisham (ML)
Replied on 16 February 2023
Dear Patient Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. If you would like me to look into this further, please can you contact me via our online website form? The link to the form is below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Dont bother
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
On hold 2 hours and 20 minutes last month with no answer, went into the surgery in the end. I've been on hold for over half an hour as caller number 1 in the queue for prescription. Nice enough if you can get hold of them, but you can't.
Visited November 2022
Review titled Modality Lewisham (ML)
Replied on 09 November 2022
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. You can also request an appointment by attending the Practice reception from 8am. Kind regards Patient Experience Team
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Review titled No online access
Rated 1 star out of 5
by Anonymous - Posted on 12 November 2022
The service was much better when online access and e-consult was offered. This made it very easy to make an appointment or speak to a doctor about non urgent issues. All online access has been removed with no date for re introducing this service mentioned.
Visited November 2022
Review titled Modality Lewisham (ML)
Replied on 17 November 2022
Hello, Thank you for taking the time to share your comments regarding the Practice. We have listened to our patients who have told us that they prefer to speak to a clinician on the telephone or face to face in the surgery. To maximise our ability to speak to patients over the telephone and in face to face appointments we have suspended our eConsult service. This will free up our clinicians and allow them to focus on speaking to patients directly. Please be assured that the appointment system is under continuous review. Kind regards Patient Experience Team