New Pond Row Surgery
35 South Street, Lancing, West Sussex, BN15 8ANContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled A brilliant blood test
Rated 5 stars out of 5
by Janet Simmons-Davies - Posted on 09 December 2024
Today I had one of my regular blood tests. After having blood tests monthly for many years my veins have begun to thicken therefore making them very painful. The nurse today was amazing. I hardly felt anything.
Visited December 2024
Review titled New Pond Row Surgery
Replied on 09 December 2024
Dear Janet Simmons-Davies, thank you so much for taking the time to feedback about your experience this morning. I will ensure your feedback is passed on to the nurse who took your blood, I'm sure she will be thrilled to hear your kind words. Regards, Clair Fallows, Business Manager.
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Review titled Great service
Rated 5 stars out of 5
by Carol Allenby - Posted on 07 January 2025
I rang the surgery and was given an appointment the same day within a week I had blood tests and scans and reassured as to the cause of the problem tests are ongoing and I am very impressed with the service I have received
Visited December 2024
Review titled New Pond Row Surgery
Replied on 13 January 2025
Dear Mrs Allenby, thank you for taking the time to provide your feedback on the surgery. At a time when general practice is facing the most demand on our services that we've seen in a decade, it is so good to hear from a patient where the service has worked for them. I am very grateful for your comments and I know the team will be too. Kind regards, Clair Fallows, Business Manager.
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Review titled Avoid if possible
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2024
Good luck getting a suitable appointment if you work. They'll cancel your appointment without telling you. It's not the first time I've had communication issues with this surgery. Booked a day annual leave to attend an appointment to find it had been cancelled.
Visited October 2024
Review titled New Pond Row Surgery
Replied on 09 December 2024
Dear patient, I am sorry to read of your recent experience with the surgery. Anonymous feedback makes it very difficult to be able to investigate so please do contact the surgery to give more detail. We hope to hear from you. Regards, Clair Fallows, Business Manager.
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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.