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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Help others by sharing your thoughts and experiences about Modality Mid Sussex.
Reviews
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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
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Review titled non existant service from Modality
Rated 1 star out of 5
by G Easton - Posted on 22 March 2023
I've had to take three mornings off work just to try and get through for an appointment (by phone, in person or just anything really). After on average 2 hours on hold each day, i am just told to try again the next day. Bearing in mind that my issue is something that i am supposedly meant to contact my GP about as soon as possible (going by the NHS TV adverts) I am at a bit of a loss. No wonder A and E are finding it hard to cope. This surgery was awful before covid (12 week wait for an appointment) but since then it is just a telephone prescription service and nothing more. The staff are being left to bail out a sunk ship with a seive. I take no pleasure in writing this but nothing changes if we all ignore the issues. The cumulative hours i have had to take in leave to try for an appointment makes private health care look like a cheaper option. Thius Modality practice is just a waste of time. It makes all the right noises but doesn't deliver.
Visited March 2023
Review titled Modality Mid Sussex
Replied on 27 March 2023
Dear G Easton 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 Healthcare coach
Rated 1 star out of 5
by Lynne Caroline Brough - Posted on 06 March 2023
In about January this year when I had a blood pressure and asthma review, on the phone, I was offered coaching for a better life style...by text. I said OK. Today I got a link. I had to download an app. What a waste of time. What a load of rubbish. Instead of this absolute 2023 complete nonsense...spend the money on more people answering the phone!! Whenever I call fir a doctors apot never less than no. 14 in a queue. Crazy. Modality are focusing on technology and not the patient...customer....we pay, indirectly for this service...its called National Insurance.
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 Crawley Down Health Centre declining even more
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
As a consequence of it being near impossible to make an appointment to see a doctor I visited the MIU at Queen Victoria Hospital East Grinstead. Unfortunately I require samples to be taken and was instructed to see my GP to move things forward. I visited to make an appointment but they were unable to do so saying that I should phone at the end of the week when the next batch of appointments, from April 10th, would be released. Why would it have been so difficult to book one now for April 10th or 11th and so on? Surely they know when doctors are scheduled to work? I was there at a little before 3 in the afternoon, the waiting room was empty, clearly no patients were being seen. Modality made a big thing of how pooling administration would benefit patients; I wish! No doubt I will receive the standard AI response from the Patient Experience Officer
Visited March 2023
Review titled Modality Mid Sussex
Replied on 27 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 Can't Get an Appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
You cannot get an appointment here, even for urgent care issues. The response you get is to go to the Walk-In Centre at the hospital for minor problems. Modality has ruined the practise and it needs serious help. I am worried for anyone registered here as I don't trust their health conditions will be seen - I wonder how long it will be before someone with something serious gets missed from not being able to see a GP!
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