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 Very unhelpful
Rated 1 star out of 5
by Tiffany - Posted on 14 February 2023
My son needed to get a form signed to continue his military service. I dropped the forms off to the surgery and volunteered to pay to which I was told there was no charge. A week later I went back to ask for the forms back to be told that there was no record of the forms so I dropped off another set. I was told that it could take 2 weeks. A week later I revisited to ask for the forms and was told that they weren’t ready so I dropped off another set of forms. 4days later my son recieved a phone call from the surgery but couldn’t answer as he was at work but when he tried to call back he couldn’t get an answer. My husband went to the surgery (he has permission to act on my sons behalf) to be meet by a very rude receptionist, who said that it could take 28 days and we would need to pay. Why didn’t the other receptionists mention this. We have kept our cool through out this complete mess, we have treated the receptionists with respect, this can not be said for the receptionists treatment of us. This is the highlighted version as I’m so angry.
Visited February 2023
Review titled Ship Street Surgery
Replied on 16 February 2023
Dear Tiffany, I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Thank you
Rated 3 stars out of 5
by Sandy - Posted on 12 February 2023
My asthma has been in crisis since November. This week I knew it wasnt good so tried to get an appointment as I needed a review. I tried to call for an appointment no luck, Monday Tuesday Wednesday morning. Tried the system on Wednesday at 530pm as recommended, earliest was 27th February. I knew this was too late. At the moment it was at the point where a delay would be a hospital admission possibly something we all want to avoid. I was told to call Thursday. At 8.29 I was number 18 in the queue at 9.00am I was 16. I then filled out an online triage form something I had to do in December as no appointment was free. I was called back by a wonderful kind Receptionist who apologised as there where no appointments. I crumbled, I just needed a doctor with a stethoscope to listen, a doctor who has my history of the last 12 weeks of seeing asthma professionals who would be able to see me. She understood and said she would speak to someone. I was seen at 10.30am on Friday. The fabulous doctor apologised was embarrassed I had to beg to be seen. He agreed my asthma was not good, I am on steroids, antibiotics, having a sputum check and chest xray. What is so sad is Ship Street has amazing staff with amazing care and I am not changing my surgery but this Modality set up is failing. Its failing the staff, its failing the patients and its failing the community as a whole. Begging to see a doctor is not good quality patient care. Please on behalf of us that do not want to be a burden, address this very sad demise of an amazing group of healthcare professionals now before someone loses their life due to an appointment system that is failing us all.
Visited February 2023
Review titled Ship Street Surgery
Replied on 16 February 2023
Dear Sandy, I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled The worst doctors I’ve ever had
Rated 1 star out of 5
by Mark venn - Posted on 06 February 2023
I’ve been trying to see a doctor now for 3 months to no avail and now they tell me that I have to discuss my problems with the pharmacy well I will never contact that surgery ever again becouse it seems that they just not bothered I’m done with this doctors now you phone at 8-30 when they open and when you get through your 30th in the que they are picking there patients at random I have just got over cancer and have had really bad pains in my stomach for months now so I’ll keep taking the pain relief
Visited January 2023
Review titled Ship Street Surgery
Replied on 16 February 2023
Dear Mark, I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Impossible to make an appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
It doesn’t matter when you call it’s impossible to speak to someone who cares. If you can miraculously get through there are no appointments for 3 weeks by which time I assume they hope you’ve recovered or died. I’ve been registered for 4 years and every year it gets worse and worse.
Visited January 2023
Review titled Ship Street Surgery
Replied on 02 June 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 Absolutely shocking service
Rated 1 star out of 5
by Anonymous - Posted on 26 May 2023
I had an mri scan in 31 jan 2023 for a very bad back pain that has been persisting since before the pandemic. this surgery has failed me at every corner. It is now May and despite numerous calls including one in which the receptionist slammed the phone down - I have had no results or resolution to my back which is preventing me from doing everyday stuff like going for a walk! - I went to see the surgery manager to make a complaint. I was promised a call and a booking was made for telephone call to a doctor (whom had now wanted to see me- they have found something on my mri!) that was over 3 weeks ago. I waited in for my call today at 8.45 today and nothing. I’m now on the phone to get the surgery to speak to - I’ve been on my phone waiting for 40mins. This is beyond acceptable- it is incompetence. The reputation of this surgery is shocking - #worst doctors surgery ever! Suggest they are considered to be put into special measures and investigated.
Visited January 2023
Review titled Ship Street Surgery
Replied on 02 June 2023
Dear Patient 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 What is Modality?
Rated 1 star out of 5
by Richard Brazier - Posted on 18 January 2023
Diagnostic Modality is the way in which a disease or illness is diagnosed by a doctor. Not here in East Grinstead though as getting an appointment with a doctor here is an exercise in utter futility and even when you achieve this you will only be given a call back appointment in a couple of weeks time, how on earth can a doctor realistically and professionally make any diagnosis on the telephone? Ever since Modality took over our local practices in East Grinstead the service that our community rightfully expects has become a Joke and they need to be shaken up and given notice to improve their service to a level where the community can actually see a doctor and talk to them face to face and make a reasoned diagnosis. Auto responses fobbing callers off to the Pharmacy, A & E or 999 is ridiculous and an insult to callers intelligence. The service Modality provides is nothing short of Inhuman as it stands , we need to get back to one to one interactions otherwise what is the point of a GP? I'll try again tomorrow apparently there are no more appointments being given today at 10.30am. RB
Visited January 2023
Review titled Ship Street Surgery
Replied on 19 January 2023
Dear Richard I am sorry that when you contacted the surgery you could not be offered a face to face appointment. Healthcare nationally is seeing a dramatic increase in demand especially within General Practice. This means phone lines are busier than normal and wait times on the phone are incredibly high. We are seeing or consulting with approximately 25% more patients than the same time 3 years ago, but just in a different way. This includes telephone consultations to provide more appointments and only inviting those for a face to face appointment if there is a clinical need. Kind regards Patient Experience Team
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Review titled No appointment available
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2023
I have been trying to make an appointment for 3 months. There is no advice about booking appointments. I was told I must ring between 2.30 and 6pm on a Wednesday only to book as the appointment is not urgent. I rang at this time and was informed there are no appointments. I explained I wasn’t expecting an urgent appointment but that I need to see a GP and had been told to call on this day at this time. I was told there are no appointments and I would need to travel to a walk-in centre to see a GP. As I don’t drive and have no easy way to do this I explained my predicament. I am shocked to learn there are no appointments at all ever to see a GP.
Visited January 2023
Review titled Ship Street Surgery
Replied on 19 January 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 Kicked out and now unable to retrieve prescription?
Rated 2 stars out of 5
by Laura - Posted on 13 December 2022
I have been registered with Ship Street Surgery since birth, and need monthly prescriptions for an ongoing condition. This past month I had trouble accessing my NHS app to request my repeat prescription, so I contacted the surgery using the prescription email instead. I received a response this morning to say the request could not be fulfilled as I was no longer registered at the practice. This is the first I have been made aware of this and with no explanation as to why. I am now left unable to retrieve my medication and without a GP practice. Disgraceful and totally unacceptable.
Visited December 2022
Review titled Ship Street Surgery
Replied on 16 December 2022
Dear Laura We pride ourselves on listening to our patient’s concerns and making positive change where we identify this needs to happen. I would be grateful if you could contact us so as we can investigate why you have had a negative experience with us. You can contact us via the feedback form on our website. Please find the link below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 22 December 2022
I hardly ever require a doctors appointment, I say less than once a year. But after being very unwell with several batches of high fevers for 6 weeks, I am unable to get an appointment and asked to take myself (in this condition) to a busy urgent treatment centre away from my hometown. What is the purpose of being registered with a doctors surgery that will not look after you when you are in need and just fob you off. Simply outrageous and it should be seriously considered if management team are fit for the job.
Visited December 2022
Review titled Ship Street Surgery
Replied on 06 January 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 Abrupt & rude
Rated 1 star out of 5
by Anonymous - Posted on 11 November 2022
I called the surgery for my daughter, having not had any contact with the surgery for a long time I just presumed you had to call at 8am if you needed an appt for that day. It was not clear on the message what is classified as an emergency when calling at 8am, so I called as my daughter is off school with a possible UTI, the phone was answered in a very abrupt and rude manner, I was then told emergencies were for care home and paramedics, this was not explained when initially calling. Can you please change your message to be clearer, this may then stop the phone lines being so busy at 8am.
Visited November 2022
Review titled Ship Street Surgery
Replied on 18 November 2022
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team