Modality Mid Sussex
Crawley Down Health Centre, Bowers Place, Crawley Down, Crawley, RH10 4HYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Appointment problems
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2023
Just had a baby and I am meant to have a 6 week check but the appointment came through for 7 and half weeks. So waited for my appointment and cancelled on the morning and booked for over a week later making it an almost 9 week check. It’s so disappointing as we do have concerns we wanted to go through. The appointments at the doctors are getting beyond a joke and someone is going to end up in a bad way if the NHS don’t do something sooner.
Visited June 2023
Review titled Modality Mid Sussex
Replied on 28 July 2023
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 Excellent staff but appointment problem
Rated 3 stars out of 5
by Anonymous - Posted on 27 May 2023
We as a family have been patients at Crawley Down Health Centre for over 30 years. The process for getting an appointment has never been ideal but has recently become very difficult. I recently wanted to make an appointment for something which I didn’t know was urgent or not but described symptoms to receptionist. I was given a phone appointment in over 2 weeks time. When I did receive the phone appointment I was given a face to face within an hour and hospital appointment for a scan the next day. Fortunately, all was OK but I worry about procedure where receptionist makes the call on how urgently you need to see a GP. We have always found the GPs and nurses to be excellent and feel for them as they are clearly under pressure due to staff shortages. I have recently been trying to book a screening test for which I have received two letters telling me to book an appointment. The receptionist is always very apologetic when I call but tells me there are no appointments available for screening tests as there are no staff available to do them. This week I received a reminder letter to book an appointment. There are clearly concerns about Modality and the appointment system but I think we all need to be mindful of the fact that this is not the fault of the staff who work at the surgery. I have the greatest respect for and trust in the doctors and nurses at the surgery and worry that negativity about the appointment systems is having an effect on them.
Visited May 2023
Review titled Modality Mid Sussex
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 Hopeless
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2023
After being prescribed medication in January to resolve a couple of medical issues I was told to have a blood test in three months to see if it was working. Had bloods taken at the beginning of this month and informed they would take a week. Unable to get through on the phone (no surprise there!)I checked my Patient Access App and saw that one of the blood tests required hadn’t been done! Medication runs out in a week. The other test had been done but no indication as to whether it was ‘normal’ or ‘abnormal’ as had been shown in previous tests. Thought I’d send an e mail but it’s just a tick box form. This is just one in a series of appalling experiences over the last year of inability to get an answer or appointment. The entire practice is not fit for purpose.
Visited April 2023
Review titled Modality Mid Sussex
Replied on 12 May 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 Very happy with Crawley Down Surgery
Rated 4 stars out of 5
by Anonymous - Posted on 01 May 2023
Unfortunately I have had several issues that have needed attention in April. I have been seen by two Doctors and also been referred under two week rule, having operation for another condition this Friday and have had a few telephone appointments and seeing MSK later this month. Personally I am very pleased with how I have been treated. Yes there is a wait on the telephone but if your problem is deemed urgent you do get seen. I like the new system where you can agree to be called back when it is your time in the queue.
Visited April 2023
Review titled Modality Mid Sussex
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 Terrible Practice
Rated 1 star out of 5
by Christina - Posted on 24 April 2023
I recently moved to Crawley Down and registered with the local practice. On my first attempt to make an appointment after waiting an hour to get through, I was told there were no appointments. I said i needed some antibiotics urgently but was told very curtly to ring 111 or go to Crawley Hospital. Feeling very unwell I then spent over three hours waiting to spend 2 minutes with a doctor. On another recent occasion I had been asked to contact the surgery to make an appointment for a prescription review. After an hour I eventually got through only to be told I couldn’t have an appointment until the 11 May. I explained that I couldn’t wait that long as I only had one tablet left. She was very abrupt and said ring again in the morning. I replied that would mean me waiting another hour to get through to which she replied “well you’ll have to get used to it”. I was very shocked and am now very concerned with the apathetic attitude of this practice. After sending two messages about the prescription I have still had no response. It took me over an hour to get through after I had been asked to
Visited April 2023
Review titled Modality Mid Sussex
Replied on 12 May 2023
Dear Christina 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 Worryingly Bad
Rated 1 star out of 5
by Demoralisingly unhelpful - Posted on 23 March 2023
Can't get an appointment. Staff have no idea when appointments will be available and patients are required to repeatedly call back until they get lucky and an appointment is available (presumably on a take it or leave it basis - I've yet to be offered an appointment...) Practice appears to be more concerned about profitability than patient care. Recorded message includes a phrase saying appointments are not available - suggesting this is routine - and recommends going elsewhere for help - sounding like that is what they would prefer...! It feels like Modality will claim the patient allowance from the NHS but spend it on anything but. I used to go and wait to see a doctor - walk in & no appointment required - understanding times change but these days the "waiting room" is a misnoma - there's nobody waiting, presumanbly because no-one is being seen! Go elsewhere.
Visited March 2023
Review titled Modality Mid Sussex
Replied on 24 March 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 Staff training might help
Rated 3 stars out of 5
by David Fry - Posted on 02 June 2023
Reception staff need training in manners and passing on information to nurses and doctors they never get full message
Visited March 2023
Review titled Modality Mid Sussex
Replied on 28 July 2023
Dear David 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 Thoroughly useless
Rated 1 star out of 5
by Anonymous - Posted on 09 March 2023
Having been a registered patient at this practice for ten years I am amply experienced in commenting. This practice was very poor in terms of service and attempts resolve the well documented issues have never worked. The take over by the self-serving organisation Modality has only served to further diminish the levels of service at every level. Frustratingly the team there never want to engage to ask or appeal for ideas for change. It needs a thorough shake down and a review of all working practices. As an example of where one change alone could make a difference you only need to look at their woefully bad scheduling system for appointments which can’t see further forward than two or three weeks. It is pathetic. Any practice has employed or contracted medical professionals and therefore there is no reason why appointments cannot be made in to the future. The workforce levels are known and, if not, there has to be a minimum manning level for the practice to work. Either way there is no excuse for not booking in to the future. As a further example of where they fall down is when receptionists - probably nice people but certainly not medical professionals - make judgements on your condition and, on that basis, they then make a determination whether you need a doctor or not! Finally, but I could go on and on, stop apologising and get it working! Apologies are simply words unless the reasons for it are addressed adequately.
Visited March 2023
Review titled Modality Mid Sussex
Replied on 10 March 2023
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 Worrying
Rated 2 stars out of 5
by F Fudge - Posted on 06 April 2023
I am simply trying ( and failing) to get an appointment. Spending hours and £ on a phone at 830am (24 calls ahead of you is not unusual), to be told when you finally get through all the appointments for the foreseeable future are gone. This is extremely frustrating and deeply disturbing; we are calling the surgery for help and health care services!!!! I have been told the Doctors are extremely busy and I am sure they are but that is no reason to not give out appointments in the future. This current system makes no sense at all. I have left my name as have no need to be anonymous; more than happy for anyone to call and discuss!
Visited March 2023
Review titled Modality Mid Sussex
Replied on 12 May 2023
Dear F Fudge 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 Not possible to book appointments or use on-line services
Rated 1 star out of 5
by Allie - Posted on 30 March 2023
It is not possible to book an appointment with the GP more than three weeks in advance. The appointment slots are only released periodically. It is also not possible to book a non urgent appointment by any other means than calling each day at 8.30am to see if there is an appointment. This is creating a "free for all" when appointments are released on a weekly basis, and is breaking the NHS guidance on accessibility of healthcare. The practice is also not enabling use of the NHS app by it's patients. I need an appointment with a doctor for a long term condition, if a patient cannot afford to "top up" their mobile phone each day to make the call, how can they make the appointment? I have been trying unsuccessfully to make an appointment for 2 days now, and am quite happy to wait a few weeks to be seen, and quite happy to the appointment online via "push Doctor" but it is not even possible to get as far as making the appointment due to the barriers put in place by Modality Partnership.
Visited March 2023
Review titled Modality Mid Sussex
Replied on 12 May 2023
Dear Allie 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