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 How to email the Practice
Rated 3 stars out of 5
by Jacqueline Hitchcock - Posted on 12 November 2024
I was unable to see how to send an email to the Surgery. Is it possible to email Ship Street Surgery?
Visited November 2024
Ship Street Surgery has not yet replied.
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Review titled Wonderful service
Rated 5 stars out of 5
by Paul - Posted on 31 October 2024
Thanks to the staff for your care, attention to detail and availability when I was suffering from high blood pressure . It's much appreciated!
Visited October 2024
Ship Street Surgery has not yet replied.
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Review titled Love the staff, disappointing new appointment process
Rated 3 stars out of 5
by Anonymous - Posted on 25 October 2024
Situation Whilst aware that the new appointment system was to be in place on the following day, I rang to clarify a point, in order to negate the need to involve a Doctor. Answer time only 5 minutes outside the expectation set on the recording, so no issue. Explained my request for a further test off the back of previous results where a regular tablet was suggested as a good idea, but I asked for a deferral as the results were improving slightly over time and agreed to have a re-test in 6 month. Unfortunately I did not get a reminder to re-visit the nurse and hence the reason for me to call reception. Unfortunately the notes did not reflect myu understanding but the receptionist understood my point and kindly suggested they would message the Doctor and some one would come back to me. This did not happen and on day 3 I decided to use the new system (concept to be applauded), and send an administrative query, so at least there was an audit trail, again with the Doctors time in mind. Unfortunately the reason for my call which I believe would be a fairly common one for patients did not appear and there wasn't an option to tick' Other'. So the next step, ask for an appointment to see a Doctor, to then see a Nurse on a second visit possibly 4 - 6 weeks on. The questions then posed over 4 tabs were all not applicable to my reasons for trying to get an appointment, but understandable if you had other ailments. More time wasted. Within the hour I received an e mail booking - good service. Unfortunately because I wasnt able to detail the reason for the call, whilst an appointment was schedules, no indication was given as to whether it was a call or visit (location, with the Doctor and a clinician would call, sometime during the day. Yet another auneccary step if the 'Other' button had been designed in. So what would have been a 2 minute e mail has now taken 15 minutes and I still await a call from someone who wouldn't doesn't need to make a phone call out, if in possession of the facts first time around. I now pray I hear the call otherwise I will end up spending a further 1 minutes making another call to reception and hoping what is agreed is followed up, without audit trail. Net result , I have wasted the best part of an hour , likely 2 other peoples time and I still don't know how the meeting will take place or indeed whether it could be reduced to the one with a nurse and 2- 4 weeks quicker than it seems it is likely to take. What a waste of time and effort . Did anyone consider testing this with Patients and applying simple process design principles, with a patient centric approach. To cap it all, I have wasted a further 30 minutes on this and the time of someone else reading it? Then multiply the effort by 'x' others in the same position. No wonder, patients can get so annoyed, despite the service when you finally cut through the red tape being excellent. This application process promised so much, but has delivered nothing in my opinion.
Visited October 2024
Review titled Ship Street Surgery
Replied on 31 October 2024
Dear Patient Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. We are continuously improving our services to meet patient satisfaction. If you wish to discuss your experience further, please contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards Sophie Patient Experience Team
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Review titled Can Never Get an Appointment
Rated 1 star out of 5
by Liana Stevens - Posted on 07 October 2024
I tried to get an appt last week as I am pre-diabetic and I think the situation may have badly escalated due to symptoms. Or else some other illness?? I live almost opposite the surgery and am forced to get 2 buses to the emergency clinic in Crawley and wait 5+ hours to be seen. The Gps at the surgery are great, but how do I get to see one?. You can't book online either.
Visited October 2024
Review titled Ship Street Surgery
Replied on 15 October 2024
Dear Liana 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 Kelly Patient Experience Team
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Review titled Waste of NHS resources
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2024
This used to be the best Doctors in the area, then Modality took over and it has gone down hill very fast. You can never get an appointment, the only thing they can say is "try 111 or the walk in centre" these people get paid to have us as patients weather they see us or not, can you please tell me when your current broken system is going to change? Without useing the usual auto reply answer, I am retired, an Army veteran who has paid into the service my whole life, 66 years, and now I can't even get to use what I have paid for. Trying to get an appointment today was impossible
Visited September 2024
Review titled Ship Street Surgery
Replied on 20 September 2024
Dear Patient Thank you for taking the time to leave the Practice feedback. I am sorry to hear you have had issues trying to obtain an appointment. Demand is at an all time high and we are continually improving our services to meet patient satisfaction. 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 Kelly Patient Experience Team
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Review titled No response from the online triage service
Rated 1 star out of 5
by joy bannister - Posted on 18 August 2024
We rang at exactly at 8.30am to get an appointment and were told we were 5th in the queue but before we got through the recorded message said there are no appointments. I held on to speak to the receptionist who told me I had to fill in an online triage from at exactly 9am and someone would get back to us within 72 hours. I did this 10 days ago and we have never heard back from them. We have had to resort to paying for a private GP appointment.
Visited August 2024
Review titled Ship Street Surgery
Replied on 05 September 2024
Dear Joy 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 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