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 One issue after another
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
I have a number of issues with this surgery. It isn't with the rank and file team there. They mostly do their best to try to help. However, they are working within an under-funded, privately managed organisation within our state health service and has no service ethic whatsoever. The systems are geared up to layer on wasted time and to resist any interaction by the patient group for which the surgery exists. I could identify very helpful and worthy individuals but I cant because of the rules of this review system. It is incredibly frustrating!
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 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 Well said
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
I dialed 999 one weekend for an issue the ambulance wouldnt come out but was told the practice would follow it up but nothing happened so I called them. This practice does everything possible to get you off of the phone and not give you an appointment immediately after an appointment and at other times you get a questionnaires to rate the care or ask about your ethnicity etc. No one disputes the care its accessing it. Its clear Modality are only interested in numbers and metrics to show how good they are. I also checked my record and it seems I have had a lot of consultations which is not true. Everytime they broadcast a text for something like a flu vacine it looks like its counted as a consultation, they are gaming the system !!" This is exactly what they are doing
Visited October 2023
Review titled Modality Mid Sussex
Replied on 30 January 2024
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 Awful service
Rated 1 star out of 5
by Ailsa Regan - Posted on 09 October 2023
Have regularly been let down by here; it's impossible to get an appointment, you have to push to have anything investigated, I could go on. Had 2 missed calls following an appointment that I had, as well as a voicemail (was on holiday not checking my phone), so I called back and was told they didn't know why the GP was calling me. Then was told that as I'm being investigated for cancer, they will put me on the urgent list and the GP will call me back by half 6 that day. Wasn't impressed with how this was said, not very reassuring and in fact did not receive any call! I had to wait until I could call them back to find out what they were trying to contact me about (I'm a dental nurse so calling back is next to impossible unless I book a day off work). I was left anxious and worrying about what it could be, not the mention the stress of all this back and forth. And recently, I have luckily had the all clear from all investigations but there has been no follow up appointment booked to arrange a discussion on what to do next (still have the symptoms that I booked my initial appointment about). So I will now have to try and book this myself which is always a stressful experience. Absolute joke, if only I could give a rating of 0 for the lack of communication and care.
Visited September 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Ailsa 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 Spam Texts to Your Patients are not Consultations !
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2023
I dialed 999 one weekend for an issue the ambulance wouldnt come out but was told the practice would follow it up but nothing happened so I called them. This practice does everything possible to get you off of the phone and not give you an appointment immediately after an appointment and at other times you get a questionnaires to rate the care or ask about your ethnicity etc. No one disputes the care its accessing it. Its clear Modality are only interested in numbers and metrics to show how good they are. I also checked my record and it seems I have had a lot of consultations which is not true. Everytime they broadcast a text for something like a flu vacine it looks like its counted as a consultation, they are gaming the system !!
Visited September 2023
Review titled Modality Mid Sussex
Replied on 24 November 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 Impossible to get an appointment. A complete shambles.
Rated 1 star out of 5
by Michelle - Posted on 24 August 2023
The surgery is failing in its duty of care to their patients. It is impossible to get an appointment. Whether it by phone, face to face, or using their online triage, as they are closing it earlier than 12pm. When you do finally get through, you are constantly being told there’s no appointments, and to ring back another day for an appointment, but surprise surprise, every time you do, there are still not appointments, regardless of emergency or routine. The Complaints section on their Modality website has been taken down, so you cannot even make a complaint. Their email address on the NHS website does not work; the email bounces back saying unrecognised email address.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 30 August 2023
Dear Michelle 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. Complaints can be submitted via the Modality Mid-Sussex website. Kind regards Patient Experience Team
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Review titled No appointments
Rated 1 star out of 5
by Paula Musgrave - Posted on 02 September 2023
Required a prescription due to an on going infection and called 5 days consecutively at 8:30am and told no appointments - call another day !! Absolutely awful service. Cannot believe how such an excellent surgery can go down hill so fast.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 03 October 2023
Dear Paula 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 Phones and lengthy introductions - a suggestion
Rated 2 stars out of 5
by Anonymous - Posted on 23 August 2023
One element of this surgery's "service" that draw critisism is phoning in, whether for appointments or anything else. Upon calling you first encounter a lengthy message that is of biblical proportion when it doesn't need to be. The bulk of the message is a warning to those potentially calling to ask for an appointment only and as a result those looking for other services have to endure an irrelavant message at their cost in both time and call charges. The message in question needs to be switched to "Option 1" "Appointments" only. By doing this simple thing it could - possibly - pull some of the naysayers back on side.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 30 August 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 Patient care??
Rated 1 star out of 5
by James - Posted on 17 August 2023
I have been trying for a blood test since 8/8/23. On the 8th I was told to phone again next week as The Diary was not open for September .I phoned on 14th and was told again the diary was still not open so contact us after Wednesday.I phoned on Thursday 17th and lo and behold was told to phone next week.The sample is required on about 12/9 and is part of an ongoing regime,which requires a test every 8 weeks.Why do I very often have trouble getting an appointment.I have suggested flagging the dates,but have been told that this is not possible.Why? I was under the impression that from July,according to the pamphlet,the system would be more patient friendly. I will keep trying and hope that eventually the magic book will be open.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 30 August 2023
Dear James 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 Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2023
Having called the surgery twice this week to try and book a routine appointment, on both occasions i missed out as the small amount of non urgent appointments had gone. I was advised to go into the surgery and try booking the appointment face-to-face but I was again unsuccessful. I asked how I could complain and was directed to the complaints section on the website but this resulted in an error message. I appreciate the NHS are struggling and are understaffed but before I moved to this area I was part of a surgery that operated amazingly and where you could always get an appointment. I fail to understand how Crawley Down Health Centre can't do the same. The appointment booking system is shocking and needs urgent review. I, like many others, could have an underlying condition or something wrong but I can't get an appointment to be seen. Its frustrating and unacceptable
Visited July 2023
Review titled Modality Mid Sussex
Replied on 28 July 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 These problems need sorting
Rated 2 stars out of 5
by Anonymous - Posted on 07 July 2023
Sadly over the last few weeks I have lost even more confidence in this surgery. You can't get an appointment however when I go up there there isn't a person to be see?? Reception isn't always manned which gives the impression they are either short staffed or don't want to face the patients. I had 2 hospital letters sent to them, one in April and one in May and when I submitted my prescription request in May they still hadn't updated my dose adjustments. The website has the wrong opening hours on it, surely you can't get this wrong. This surgery needs to wind back a few years when things were so much more efficient. Please don't worry about responding with excuses, use your time on improving this practise and take on board all the negative reviews!
Visited July 2023
Review titled Modality Mid Sussex
Replied on 28 July 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