Ship Street Surgery
Ship Street, East Grinstead, RH19 4EEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Still can’t get an appointment
Rated 1 star out of 5
by Liz - Posted on 05 May 2024
I attended the practice to try to get my son an appointment to try to get care for his eczema. No appointments available - told to call back at 8.30 in morning for an on the day one as none available for non urgent care. I work at this time so not able to attend at this time to try for appointment and very difficult to get through on phone. Said it’s not urgent he can wait so I didn’t think they would give him an on the day appointment anyway. Tried to book online but none available. Feel like there is no access to GP care. I have been on HRT for nearly 2 years. Never had my blood pressure taken. I take it and it’s a bit high but impossible to get an appointment to discuss it. Have been told to self refer for a MSK issue - think I’ve done it right but no way of knowing if I have, received no communication to acknowledge self referral. Will I be seen? Am I on a waiting list? No idea about anything. Just feel abandoned by the system
Visited April 2024
Review titled Ship Street Surgery
Replied on 27 June 2024
Dear Liz 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. Unfortunately we are not able to offer above this limited demand as we must ensure patient safety. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Sophie Patient Experience Team
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Review titled Lacking
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
Monday am- suffering from chest infection for 4 days call 8:30 sharp for appointment- I’m caller number 18. When it gets to caller 8 an announcement says no further appointments. I hold the line as unsure of procedure as I use the surgery about once a year. I’m told I can fill an online form out to be triaged within 72 hours!!. I choose to go to an online GP who sees me in 1 hr and 15 min- then provides penecillin. Thursday- I am still off work and still feel awful so try to book another appointment with Ship St. I get through quickly, receptionist is calm and pleasant as per the previous call. Tells me I’m getting an appointment and a GP will call back with a time and place- apparently though, so I then learnt, although registered with Ship Street it could be at other modality practices. I was called 45 min later and sympathetically told I had “an appointment” at Ship St in 25min. I discovered when she introduced herself that it was with a clinician- not a GP. I wanted to see and expected to see a qualified GP. I was not told it was a ‘clinician’ The clinician did not seem confident dealing with my condition and did not leave me feeling confident I was being well cared for. I believe that a week old chest infection (from which a suffer annually as per my records) should have been seen by a GP. I would refuse a clinician appointment in the future. I am now looking at other non-modality GPs, as modality has changed my surgery beyond recognition- for the worse- I feel I have very poor care from this group.
Visited February 2024
Review titled Ship Street Surgery
Replied on 29 April 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer
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Review titled Impossible to see a GP
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2023
I'm not sure when it became acceptable to provide this level of service - impossible to get through on the phone, no way to book on-line, all appointments gone by 0900, call them and you're 17th in the queue. Absolutely hopeless.
Visited November 2023
Review titled Ship Street Surgery
Replied on 05 December 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 Do they employ more than one GP
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
Having an awful chest infection I tried to book a GP appointment at Ship Street. Usual service being told no appointments at 8.36 after being 3rd in the queue. I actually went to the surgery as got fed up with the non service & got told to go to Crawley walk in service ... I remembered I had Bupa GP service cover & called to get an online appointment. After this the online GP contacted Ship Street & all of a sudden as if by magic I get a call from Ship Street & an appointment has suddenly appeared. I've not been in the waiting room for quite a while & it's still spaced out as was during the pandemic,with about 8 chairs spaced out. This used to be a thriving busy surgery & now it's just not adequate. How on earth can you have just one GP on duty at 3pm when the demand is so great. But don't worry because they are trying to deal with an extremely high demand & they are doing all that they can blah blah blah. The surgery has had a new extension built recently to improve it, definitely no GPs hiding there so must be built to house extra staff to deal with complaints & to give standard non caring responses
Visited November 2023
Review titled Ship Street Surgery
Replied on 05 December 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 Down the pan
Rated 2 stars out of 5
by noreen ellis - Posted on 13 October 2023
Trying to contact is diabolical. Waiting 30 minutes on the, phone staff pleasant but unable to assist. If I wish to complain I have to write!!!!! This practice used to be super efficient until Modality took over, then it went from bad to worse
Visited October 2023
Review titled Ship Street Surgery
Replied on 03 November 2023
Dear Noreen 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 Impossible to contact
Rated 1 star out of 5
by Anonymous - Posted on 07 August 2023
I have tried 4 times now to ring with a prescription query, on two different days. Each time I'm kept on hold for 20+ minutes, and get to number one only to be cut off. This is despite calling during what are nominally the 'correct' hours (e.g. afternoon). Trying reception now, and also have been kept on hold for ages, the queue just doesn't seem to advance at all, I've been number 8 for about 10 minutes now.... My mum needs more heart medication, is elderly and doesn't have the set up to request this remotely. She is currently staying with us in another county, so we can't just 'pop in' and it has provide impossible to reach the surgery by phone. I simply don't know what to do next. I can't comment on the quality of the drs, the receptionists or anyone else, because I have not yet managed to speak to anyone. It is beyond frustrating, when trying to get medication for serious conditions, to be unable to access anyone who can help
Visited August 2023
Review titled Ship Street Surgery
Replied on 09 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 Rude and unhelpful reception staff
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2023
Staff in reception have been unhelpful and unpleasant to speak to when trying to book appointments or getting help. Always on hold for a long time before being told there are no more appointments with no care for the patients themselves, some of whom are really ill
Visited June 2023
Review titled Ship Street Surgery
Replied on 03 July 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 Impossible to see a doctor
Rated 1 star out of 5
by Mrs Cathryn Peters - Posted on 15 May 2023
I have been contacted by the surgery via a message to make an appointment to see a doctor to discuss the results of a recent hip X-ray. I have tried ringing but loose the will to live after waiting 35mins in a queue, I went to the surgery this morning and was told that a note will be passed to my doctor. I also need to discuss with a doctor my blood pressure results and what medication I should be taking. I had a blood test on the 18th April 2023 and as yet have not been informed of any result. What sort of service is this !!!!!!!
Visited May 2023
Review titled Ship Street Surgery
Replied on 02 June 2023
Dear Cathryn 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 Trying to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2023
I rang yesterday to be told after waiting 50 minutes to get through being 6th in the queue I needed to make an appointment to get a form for an x Ray from the doctor and I needed to make an appointment. No appointments until 25th May and none available to give out at this time. Try tomorrow they said video or phone type appointments will be released at 8.30 am. So I rang this morning at exactly 8.30 I was 16th in the queue , 15 minutes later I was 16th in the queue. I cannot believe that you should be 16th in a queue when the queue has just started. A while ago I was so frustrated waiting to get through I walked to the surgery where the receptionists were chatting with nothing to do. I mentioned I had been trying to get through for over 30 minutes to be told the phone lines were down. Early in March I ended up ringing 111 as I could not get anyone at the surgery. They told me to go to the walk in service at East Surrey Hospital & I would like to say they were most helpful and sorted out a chest infection and did numerous tests to make sure I was ok. I have been with Ship St since 2011 and never know it so bad trying to actually get through or try to get an appointment. A very sad state of affairs.
Visited May 2023
Review titled Ship Street Surgery
Replied on 12 May 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. 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 Lack of service
Rated 1 star out of 5
by James day - Posted on 28 April 2023
I called to book a appointment for the next day as they said that there was no more appointments for the day I called got to first place in the que only to be left on hold for 10 mins listening to the same message over and over again the reception should pick up the phone even if they have no more appointments for that day very unhappy with the service
Visited April 2023
Review titled Ship Street Surgery
Replied on 12 May 2023
Dear James 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