New Pond Row Surgery
35 South Street, Lancing, West Sussex, BN15 8ANContact details and opening times
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Reviews
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Review titled Appointment system and triage are dire
Rated 2 stars out of 5
by Anonymous - Posted on 08 July 2024
I have several issues that need attention, the triage system only allows one issue to be entered so for me to try to get help I have to complete the triage 4 times. I rang the surgery to explain that I had several things I needed to discuss with the doctor and asked for advice how to complete the triage so that all my issues could be resolved at once. I was advised that yes I had to complete 4 triage records. We used to have the 8am telephone rush, the online triage was meant to make it easier but by 7.20am the online system reaches capacity so we now have the 7am online triage system rush. To log an issue on the triage system takes me about 20 minutes, as I have 4 things I need to discuss by the time I complete the first request the system has reached capacity so I can't go in to log my other requests. I am now faced with having to join the 7am rush for the next three days to log seperate triage fomrs for each issue. The first issue I reported today was referred for an xray, it is likely that at least one, maybe two of the other issues will require xrays but as I can only log one issue at a time I'll likely be referred to Xray three times. Pre-covid if there were several issues you needed to discuss you could request a double appointment. Now there is no opportunity to discuss everything at once. I struggle to see how submitting several triage forms that need individual review is a more efficient way of managing my care. I have a chronic condition that requires annual checks, the nursing staff are always excellent and appointments are booked differently. If you do get to see a gp it is hit and miss, some will stick rigidly to only discussing one issue whereas others will take time to listen to all of your concerns. I was sent home from this surgery with appendicitis and told to take a warm bath, in the end my appendix ruptured and I had to be hospitalised. I have no doubt GPs are under pressure, the village is expanding and demand growing but it feels like some of the processes that are in place now actually create more work.
Visited July 2024
Review titled New Pond Row Surgery
Replied on 09 July 2024
Dear Patient, thank you for taking the time to feedback to the practice. I am sorry to hear your recent experiences wasn’t good and I hope my response goes some way to explaining the position of the surgery at this current time. With regard to having 4 issues to discuss - we know that getting an appointment with the GP is sometimes difficult and that some patients ‘save’ their problems to present them to the GP at the same time. Presenting the clinician with multiple problems means that there is a real increased risk that mistakes will be made and things to be missed as the clinician may be inclined to rush, particularly if other patients are waiting. Therefore, for the reasons of clinical safety, we will ask you to rebook for other problems. We are working in your best interests to keep you safe. With regard to the online triage system – we use the functionality within the system to ‘cap’ the number of medical requests we receive each day as, on some days, demand for a GP appointment far outweighs the safe capacity we can provide. If you find the triage system closed, it means we have reached the maximum number of medical submissions we can manage for that day. However, the system will remain open for things like repeat prescription requests, sick notes, GP letters etc. The ‘capping’ of medical requests made to the surgery is vital for safe working and supported by the British Medical Association as part of their ‘Safe Working in General Practice’ initiative. In order to help patients who can’t always get online at 07:00 when the triage system opens, we release a percentage of available submissions at 07:00, and the remainder at 08:00. If the duty doctor performing the triage manages to safely work through the submissions, they may decide to release more capacity, but this decision is made on a day-by-day basis, dependent on safe working. I am pleased to hear you find it easier to book nurse appointments for your chronic condition. Nurse appointments are managed differently due to the nature of the type of care they provide, but still are under immense demand and we are also struggling to provide enough nurse time for our patients. Unfortunately, in the last 5 years GP surgeries have lost funding worth £660 million and, until such time that GP surgeries are funded better by the government, the experience you describe sadly may not change. Again, I am sorry to hear of your experience, and I hope my answers give you a greater understanding of the practice. Thank you for your time. Best wishes, Clair Fallows, Business Manager.
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Review titled Really efficient practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 March 2024
New Pond Row use a online submission which I have always found to be really efficient. Today my son needed antibiotics and I was text back within 20 mins with a prescription to the pharmacy. Thanks to the team - its a great practice
Visited March 2024
Review titled New Pond Row Surgery
Replied on 09 April 2024
Thank you for your review and kind words. I am so glad to hear you had a positive experience with the online submission and I hope you find the new system, which goes live on 22 April, even more helpful. Thank you again for your time. Regards, Clair Fallows, Business Manager.
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Review titled Disappointed
Rated 2 stars out of 5
by Katarina Kudelas - Posted on 11 January 2024
Tried to book appointment for my baby 3 times. Once through online klinik, I received message back with gp suggestion and prescription for hypoallergenic formula. 2 times I tried book appointment through phone, the recepcionist was very kind, I have been told gp will contact me later today, never happened. My baby reflux getting worst, he is on medication which seems not working. The observation supposed to be, but can't get through to GP. I'm very disappointed. disappointed
Visited January 2024
Review titled New Pond Row Surgery
Replied on 16 January 2024
I am sorry to hear of your experiences with the surgery. I have forwarded your account to our Operations Manager and she will be contacting you shortly to resolve the matter for you. Thank you for letting us know where we have fallen short and I'm hopeful we will have this sorted for you very soon. Regards, Clair Fallows, Business Manager.
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Review titled Lovely Nurse
Rated 4 stars out of 5
by MRS WIN BINES - Posted on 17 November 2023
I have regularly need to have blood tests for a particular condition. The nurse that I see has always been efficient and kind. Also I never get a bruise after which is a huge bonus. Thank you.
Visited November 2023
Review titled New Pond Row Surgery
Replied on 16 January 2024
Thank you so much for taking the time to leave a compliment for the nurse you see. I will ensure your kind words are passed on to her. Regards, Clair Fallows, Business Manager.
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Review titled Easy to access online service
Rated 5 stars out of 5
by Stephen - Posted on 29 August 2023
Great online service can log on 24/7 Easy to use -drop down information Explains what will happen Confirming email Doctor followed up
Visited August 2023
Review titled New Pond Row Surgery
Replied on 29 August 2023
Thank you for taking the time to leave a review for the practice and team. Your experience is exactly what we are aiming for with the changes to our systems this year. I will ensure the team receive the feedback, so thank you again. Kind regards, Clair Fallows, Business Manager.
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Review titled Terrible Service
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
Tried to get through to enquiries to query a repeat prescription waited from 4.30pm to 5.45m and a recorded Voice said sorry cannot connect you and cut me off.terrible Service terrible surgery
Visited July 2023
Review titled New Pond Row Surgery
Replied on 29 August 2023
Dear anonymous. Thank you for leaving a review for the surgery. If you can provide more information on the events of the day you describe, we should be able to investigate and ascertain what happened. I am sorry for the experience you had and I hope we can have the opportunity to look a little deeper. Kind regards, Clair Fallows, Business Manager.
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Review titled Excellent practice in all services
Rated 5 stars out of 5
by Lisa-Marie - Posted on 30 June 2023
The practice has been incredible in supporting me post-surgery. From the efficient and timely processing of Klinik submissions and excellent service form the team processing these requests, to the GPs who have been caring and proactive in following up on any concerns and required referrals and results, and recently the nurses who have been treating a subsequent injury. At what has been a sensitive time the service provided has been supportive and ensured that any concerns and issues were addressed quickly, appropriately, and compassionately. Thank you.
Visited May 2023
Review titled New Pond Row Surgery
Replied on 29 August 2023
Thank you for taking the time to leave a review for the practice and team. I am so glad to hear you had a positive experience with the surgery at a time that was difficult for you. We aim for this level of service and care to continue for our patients, through the demanding times as we all face currently. Kindest regards, Clair Fallows, Business Manager.
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Review titled Appointments
Rated 4 stars out of 5
by George Drew - Posted on 16 May 2023
I have been registered as a patient with New Pond Row for almost 20 years , always first class service , patient care being paramount .This morning I needed to make a telephone appointment to speak to the practice nurse . Usually a 2 minute call . Today after listening to a ridiculously long message I tried to log in on the internet to the new booking system . I am quite computer literate but gave up . I phoned again and after listening to the message again , I selected option 1 and within 1 minute I had spoken to a receptionist and my request was sorted , easy . Why the need for change ? It is just change and in no way improvement , in fact the opposite . How long before somebody dies because they cannot get through to a doctor . What is the next step ? Artificial Intelligence doctors ? The General Practitioner system was set up to help people without hospital care not to make them unable to see a doctor because the internet does not work or a form did not arrive . Your voice message says a couple of times keep the phone lines clear for those that need help , if people got through to a receptionist without the delay of listening to recorded messages treatment could be provided quicker . The old system was not broken so why change it ? Somebody has to read an internet form , is this quicker or more efficient than speaking to the patient ? We know the answer to that . Finally you have all the patients contacts , phone numbers , e mail addresses etc . Contact us all to see if we want or agree with this new system and abide by our decisions , not doing so will prove that you already now the outcome . Get shot of it before some poor soul perishes because of it . Who will take the blame if that happens ? Serve the patients not the internet companies . Just another unnecessary expense .
Visited May 2023
Review titled New Pond Row Surgery
Replied on 16 May 2023
Thank you, Mr Drew, for taking the time to leave a review of the surgery. I understand your frustrations at having to manage another/a new way of contacting the practice; we'd certainly prefer to not have to change our processes, however we have to respond to not only our patient demand, but also changes to our contracts with NHS England that cover patient access. You will have no doubt read in the media for a number of years that GP practices have been struggling to meet the demand for our patients, especially where there are housing developments that lead to increasing numbers of patients registering with surgeries, and with recruitment of GPs and other clinical staff. Quite recently all GP practices were advised that our contracts were being amended to ensure "all patients should be offered an assessment of need at first contact with the practice". With all the problems General Practice faces right now, to have the instruction that surgeries have to review all patient contact has compounded the problems and caused huge concern across the UK. As I mentioned when responding to another review, we completely understand the trepidation that some of our patients have as technology within the NHS has never been the best. However, we feel that this new system is one of the few options we have available to us to try and meet the demand for appointments and care. Any funding opportunities offered to GP surgeries usually comes with a myriad of restrictions as to how and when it can be spent. When we were offered funding for digital tools to assist with patient care and contact, we were given only a short time frame to agree on what providers we would opt for. Many practices went with funding existing technologies, already in use within their practices. We decided we would try a new system called “Klinik”, one that has been adopted by a number of practices across the UK and had incredible feedback on its ability to increase the efficiency and effectiveness of contact and care for patients. Patients will not be compromised by trying this new triage system. We have had a huge number of patients tell us how well Klinik has worked for them but we do understand there will be some patients for whom the system doesn’t fit with and we hope, by freeing up the telephone lines with people opting to submit their queries online, people who can’t use Klinik will be able to reach the surgery over the phone far easier than before. Those ringing in will still have all their details submitted into Klinik, and an appropriate person within the practice triage their submission, mainly our clinical triage team made up of GPs. And the submitted form gives a detailed overview of what the patient is experiencing, therefore triaged effectively without the need for an additional call to gather more information before a pathway is agreed. Thank you again for your time. Clair Fallows, Business Manager.
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Review titled Unable to book appointment or repeat prescription
Rated 1 star out of 5
by Geoff Cook - Posted on 25 April 2023
As the previous reviewer pointed out, booking anything via the Klinik website is impossible! I can only assume this is down to New Pond Row Surgery, as Klinik clearly states "Online enquiries to New Pond Row Surgery are temporarily disabled" How can it be acceptable for a doctor's surgery to refuse patients access to services? Further, on 25th February this year I wrote to this practice outlining concerns regarding my eyesight and diabetes. They have not had the courtesy to reply.
Visited April 2023
Review titled New Pond Row Surgery
Replied on 27 April 2023
Dear Mr Cook, I am sorry to hear of your frustrations, and that you felt a one-star review was appropriate. The Klinik system was disabled on the afternoon of Tuesday 25 April, which is what I assume you are referring to, as the practice was closed for training for the entire afternoon - as per the telephone message and posters displayed in the practice advising of such for a number of weeks. When practices close for mandatory training, we are closed entirely meaning we do not have patients on-site, do not take telephone calls and therefore equally could not manage enquiries made through Klinik as there were no staff to look after what would have been submitted. The full message on Klinik says "Online enquiries to New Pond Row Surgery are temporarily disabled. The service will resume online on: Wednesday, 26 April 2023 at 07:00. If you feel you have an urgent medical problem that cannot wait for the next working day, please contact the surgery directly. Outside of practice opening hours, you can seek help from: https://111.nhs.uk. Why am I seeing this? Our Klinik online form may be closed for a number of reasons. This may be because you are contacting us outside of our practice and/or service times, which are available on our website. Or the Klinik service may be closed for other reasons such as mandatory staff training. We also may temporarily suspend Klinik online form submissions if we feel that we are unable to provide a safe and timely service due to excessive demand or significant staff shortages." I hope that clarifies the situation on Tuesday for you. The surgery is open between 08:00 and 18:30 Monday to Friday (excluding bank holidays) and Klinik available from 07:00 to 17:00 over the same period. Anything required between 17:00 and the surgery closing at 18:30 can be rung through but we ask that anything non-urgent be processed via Klinik on the next working day. I will pass your concerns relating to the non-reply to your letter to our Operations Manager and she will be in touch next week. Lind regards, Clair Fallows, Business Manager.
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Review titled Website redesign with Klinik is inoperable for patients
Rated 4 stars out of 5
by Natalie T - Posted on 18 April 2023
Their website has changed to incorporate Klinik on online appointment booking service. * I tried to find how to acess my previous account - no sign of logging in! * I need to make an urgent repeat prescription electronically - no simple way of doing so, or seeing what I have previously ordered! There are plenty of descriptions on what the new system is supposer to be, but they just send the reader roung and round in circles and there is no way of actually doing anything. New Pond Row Surgery used to be so good, but going electronic has destroyed their reputation overnight! As a disabled person, this almost excludes patients like me! We don't have any other GP option nearby!
Visited April 2023
Review titled New Pond Row Surgery
Replied on 19 April 2023
Dear Natalie T, thank you for the 4 star review but truly sorry to hear about your difficulties with the website. The website and Klinik are separate and only connect as the website is the link to the Klinik portal. As I understand, the old website allowed for retention of prescription data to a low level and therefore patients were able to request repeats via that system. With the change to a new provider which meets accessibility standards, that functionality has been sadly lost. However we can assist you with accessing the NHS app if that is an option for you? The NHS app is a very simple way of requesting repeat prescriptions - we'd be very happy to help you. I am sorry you feel going electronic overnight was not a good idea. We are working hard to try and provide access for all patients and sometimes need to try new methods to meet the demand, but take your comments on board and will discuss with the team at the next training afternoon. I will also ask a member of the team to call you to see if we can assist with setting up another method for your prescriptions. Thank you again for your comments. Kind regards, Clair Fallows, Business Manager.