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 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
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Review titled First impressions of a relatively new patient
Rated 1 star out of 5
by William Buckley - Posted on 29 June 2023
Having read the comments of your current reviewers, I must admit that I find the situation rather alarming ! As a recent transfer from Canbury Medical Centre, Kingston-Upon- Thames, I must state that the level of service between the two is like chalk and cheese ! So far I have been unable to get through on the phone because, the message states, you are experiencing a large number of phone calls? I would be interested to learn who is actually taking all these calls because, on each occasion I have visited the clinic the 3 ladies at reception are not manning the phones ? We are also informed that you are experiencing excessive demands from patients which has necessitated the making of appointments for the next three weeks and no further! With this in mind one should expect to see an overcrowded waiting room, but this has not been the case when my wife and I have called and, up to now, we have only ever seen one person waiting to see a doctor? Must we assume that the excessive amount of patients are entering through a rear door and bypassing the waiting room? We do understand that the NHS is struggling and we have the utmost respect and admiration for all NHS employees, but we are not totally convinced that the attitude of your admin staff is what it should be. On each occasion that we have called we have sensed a lack of empathy on the part of most of the reception ladies who seem more concerned with giving us bad news and turning us away! My wife is not well and has developed a continuous cough over the last two weeks, which called for the intervention of a doctor, in my opinion, but, on our visit on Monday we were told that you were fully booked and that we should go to Crawley Hospital ! I chose to speak to the local pharmacist with the hope that he could prescribe suitable medication but his advice was to see a doctor for fear she had a chest infection. When I told him there was no doctor available he told me to go back to the clinic and to inform your staff that he has recommended she consult a doctor that day! Unfortunately, your lady at reception was not interested and simply repeated that the clinic was fully booked. In my frustration I demanded to know just how many doctors were available and was informed that she did not know! Not good enough I am afraid and you need to get your house in order.
Visited June 2023
Review titled Modality Mid Sussex
Replied on 03 July 2023
Dear William 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 Welcome improvement but why not implement it fully?
Rated 2 stars out of 5
by Anonymous - Posted on 14 July 2023
Since Modality took over the practice, trying to get an appointment has been difficult - almost impossible by phone, often quite difficult in person and requiring two or more attempts. Consequently, I was quite pleasantly surprised to receive a reminder that a routine blood test was due which contained a booking link. That link worked and an acceptable booking was made. However, there was no apparent way to book a follow on appointment with the diabetic nurse for whom the routine blood test is intended. Why not? I am required to have blood tests every 6 months, followed by reviews with the diabetic nurse. Once a year, I'm also required to have a foot inspection, which can be combined with a blood test or review appointment. In addition to the regular appointments noted above, I'm due B12 injections every 12 weeks to address an ongoing auto-immune condition. I have to book those, generally trying a month in advance (when booking open) and having to revisit once or twice to get an appointment. The odd day or so out should make little difference but ideally needs to be near 12 weeks or less for maximum effect. Practice guidelines suggest B12 injections require 10 minute appointments. Nurses state 2-3minutes and can generally be slotted in between other appointments. So my questions : Why don't Modality send out reminders and links for all routine procedures (blood tests, diabetic reviews, injections etc)? Why don't Modality link appointments for test and associated reviews when sending out reminders for tests? Why require 10 minute appointment slots for a procedure which the nurses assess as a 2-3 minute job? When B12 injections are due in a similar timeframe to diabetic review or similar nurse led appointments why can't the two be combined? Combining/linking routine appointments and providing the facility to do that would not only relieve patient frustration but also the telephone load.
Visited June 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
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Review titled No Show problem
Rated 1 star out of 5
by V King - Posted on 21 June 2023
This is just a suggestion but prior to Modality taking over the practice, there was a system in place where the patient received a text reminder the day before their appointment. With the reported number of ‘no shows’ of over 500, reinstating this practice is surely worth a try?
Visited June 2023
Review titled Modality Mid Sussex
Replied on 28 July 2023
Dear V King 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