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 More technology , less care
Rated 3 stars out of 5
by Anonymous - Posted on 10 March 2023
Having read your latest news letter I think that the use of more technology will just delay treatment and cause more confusion to patients , it could even cause patients to become even more seriously ill through delayed treatment . The system used when patients needing to see a doctor telephone and received a same day appointment works and works well . If a patient does not have internet access they will still need to phone for a receptionist to fill out their form , more work for the reception and inevitably more confusion and less care for the less able and the elderly . Since the modernisation of the surgery treatment has declined and now will decline further . Technology is only as good as those who operate it . Maybe a survey of all your patients to see if they think it is a step forward or backward would be a sensible idea . Save money on this ridiculous system and use the money on patient care .
Visited March 2023
Review titled New Pond Row Surgery
Replied on 13 March 2023
Dear 'Anonymous'. Thank you for your feedback regarding the news that we will be moving to a new triage system in April. We completely understand the trepidation that some of our patients will 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 to try and meet the demand for appointments and care. It is well-known that GP surgeries across the UK are struggling to meet the needs of their patients and New Pond Row is no different. We are at capacity in the building and have no further options for increasing our estate at this time. We are faced with a national recruitment crisis for clinicians, and our funding from the government does not increase to match what general practice has to spend to maintain a decent level of care. Any funding opportunities offered to GP surgeries usually comes with a myriad of restrictions as to how and when it can be spent. This time, we were limited to using the money on offer for digital tools to assist with patient care and contact, and 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, 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. We will reach out to our patients for feedback after launching the system, looking for ways we can tweak the background processes to improve patient access. Whilst we have faith the new system will be better than what we have now, it would be foolish to not have a contingency plan for if it doesn’t work. If we need to go back to the way patients access care right now, we will be able to do that very quickly. Patients will not be compromised by trying this new triage system. We have an opportunity to try and do things better; that is important for the team and for our patients. Thank you again for your time. Clair Fallows, Business Manager.
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Review titled Actively malicious
Rated 1 star out of 5
by Anonymous - Posted on 04 February 2023
I honestly think the staff here are malicious. As though they are enjoying being able to help people and choosing not to. Every time I go in it's an uphill battle. They always act like you're inconveniencing them by needing help, and can't wait for you to go away. I've been waiting 12 weeks for them to get a doctor to read 1 paragraph from my endocrinologist and prescribe 2 medications. The doctor doesn't even need to see me, just tick two boxes and sign the prescription. Today I finally managed to get one half of the prescription filled. I need regular blood tests and every time I get one I tell them they need to give me the results to pass on to my endocrinologist. They don't give me the results and when they do they often haven't tested what they were supposed to and have tested me for diabetes instead and say the reason they didn't give me the results is because they were 'normal', yet are unable to explain what 'normal' is, and it seems like they're just covering for their mistake in the most unconvincing way. I average 2-3 blood tests to get them to test what they're supposed to and then give me the results while they're still relevant. Every time I need a repeat prescription for antidepressants, they promise me it's been filled, I go to the pharmacy, and they haven't heard from the surgery since the last time. Then I go back in to the surgery and am told 'Oh when we said it had been filled we meant we asked the doctor to look at the repeat prescription'. I feel bad for the nearby pharmacy as they seem simply resigned but not surprised by how consistently incompetent the staff here are. I wish I could be kind as know the NHS is struggling but this place is unbelievable. The only way to get anything done seems to be to go in every day in person and nag them over and over. If it was possible to give zero stars I would, I'm moving soon and I'll be so glad to leave this absolutely horrible place and its callous, unprofessional staff behind.
Visited February 2023
Review titled New Pond Row Surgery
Replied on 09 February 2023
Dear Anonymous, I am sorry to hear of your experiences. Please can you contact the surgery and ask to speak to our Operations Manager to discuss, so we can investigate further. Without your details it is very difficult to look into. Please be assured that we can investigate fully if you feel confident in giving us your details. Kind regards, Clair Fallows, Business Manager.
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Review titled Health Check
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2022
I turned up for my health check which I was invited to book. I booked a day off work for this. When I turned up for it I was told they booked it in wrong but we can give you a flu jab. Thank you for wasting my day
Visited October 2022
Review titled New Pond Row Surgery
Replied on 29 November 2022
Dear Anon I am so sorry you had to book a day off work for your health check, I understand this was booked for a day when we had unexpected sickness and obviously we could not plan for this. I would like to make you aware we have early morning appointments on a Tuesday from 7am and late appointments on Thursday evenings (blood tests not available on Thursday evening due to the lab at the hospital is unavailable to us). These appointments are specifically for workers who are unable to come at other times. Please ask the staff in future for one of these appointments if they work better for you I am happy to discuss further Regards Debbie Lawton Business Manager
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Review titled No real complaints and very grateful.
Rated 5 stars out of 5
by Ray Todd - Posted on 28 October 2022
Have been with New Pond Row for decades. In the big picture they are excellent. Phoned this morning for an appointment. I sent photos of problem area. GP phoned me back and conducted a thorough consultation. GP issued advice and treatment with follow up appointment with nurse at the surgery in 7 days. Very sensible use of valuable time in my view. Have never found the reception staff to be anything other than helpful. Difficult times yes. Excellent service definitely.
Visited October 2022
Review titled New Pond Row Surgery
Replied on 29 November 2022
Dear Mr Todd Thank you so much for such a positive review of our service and staff. Its really appreciated in these difficult times, I have passed on your message to all staff. Regards Debbie Lawton Business Manager
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Review titled Rubbish reception team.
Rated 2 stars out of 5
by Olaf - Posted on 30 September 2022
When ever trying to get through to GP the reception team is very unwilling to help and acts like they know everything. Getting mixed information from them. Last 3 times or so when trying to get through to my GP no luck. Have to organise everything through specialist treatment units like they nothing better to do then pick up the slack of some people who think they know best and are always right. No complaints to my GP. Always been helpful when Abel to contact.
Visited September 2022
Review titled New Pond Row Surgery
Replied on 29 November 2022
Dear Olaf I am sorry to hear you have had a negative experience when contacting the surgery. The staff do have a triage list of questions as a protocol which is designed by the GPs working at the surgery. I appreciate this is not always welcome but is necessary to make sure you are being signposted to the correct person as we have a multidisciplinary team working at the surgery, which includes a pharmacist, paramedic along side our nurses. Coming soon to the surgery is a digital resolution to make sure the same questions are asked and can also be accessed via our website. We are hoping to launch this early 2023. I am happy to discuss your concerns Debbie Lawton Business Manager
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2023
In 5 years I've been able to speak to 'my' GP maybe once or twice. Otherwise you just get random GPs. Surgery to patient communication is terrible I frequently feel I don't have a GP surgery at all. I no longer have any faith in big tech or online services so switching everything to digital services makes it even less appealing than the already off-putting requirement to tell a receptionist your health issues before getting an appointment. I've not found the staff to be unfriendly, but the processes & overall results are poor & feel very uncaring & difficult to access
Visited September 2022
Review titled New Pond Row Surgery
Replied on 16 May 2023
Dear Anonymous. Thank you for taking the time to feedback about your experiences here at the surgery and I am sorry this is your view. Please read through the responses we have submitted to other concerns raised, where we mention increase in demand, recruitment crises, increasing patient lists due to multiple housing developments, funding not matching workload, a significant detrimental impact on clinical and non-clinical wellbeing and mental health - all of these which also impact on our patients in some way. These are some of the reasons we decided to try something a little bit different, in the shape of "Klinik", with the aim that those patients who can use the internet do so and free up the telephones for those who can't. We would hope that you still feel confident to contact us when you need assistance. If you would like to go into more detail about your experiences, please do contact Michelle Barratt, Operations Manager. Patient feedback is valuable, especially when relating to specific areas that aren't working, and we are always keen to listen. Many thanks for your time. Clair Fallows, Business Manager.
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Review titled Amazing Nurse!
Rated 5 stars out of 5
by Miss A - Posted on 17 September 2022
Came in today for an appointment and I am usually very anxious, every concern I had went away and I felt listened to and understood and left feeling confident and prepared for whatever results await me. Just wanted to send massive thanks to the kind staff and praise the phenomenal nurse who made me feel at ease today it meant a lot.
Visited September 2022
Review titled New Pond Row Surgery
Replied on 29 November 2022
Dear Miss A Thank you so much for taking the time to give the nurse a positive review. It really lifts the spirits of the staff and makes their chosen career worthwhile. I have passed your comments on and thank you once again. Regards Debbie Lawton Business Manager