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 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
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Review titled Improving contact with the surgery
Rated 3 stars out of 5
by John Vermeer - Posted on 04 April 2023
I may have missed it but it would be useful if I could contact the surgery by email. I wish to book an appointment (after receiving a text message from the doctor). The wait time on the telephone is about 20 mins and this is very expensive. If the email facility is available it needs to be more clearly indicated on the Modality website. Regards.
Visited April 2023
Review titled Ship Street Surgery
Replied on 12 May 2023
Dear John 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 Terrible surgery!
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
Called at 8:30 when the appointments line opens, was in a queue waited for the call til I was first in the queue half hour later there was no appointments for that day even though I called first thing, it’s disgusting very unhelpful and disinterested!
Visited March 2023
Review titled Ship Street Surgery
Replied on 12 May 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 Awful
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2023
Having been with Ship Street Surgery for 18 years now I've never known it to be so badly run. Since becoming part of the Modality Group they have become almost impossible to contact. My family and I are not constant users of our GP practice but twice in the last 12 months we've needed their help / assistance and it's impossible. I'd go so far as to say they are an absolute joke. This morning I've been on hold 3 times, totalling over 1 hour, each time "1st in the queue"; only to wait 20 minutes (remaining 1st in the queue) only to then be hung up on. Terrible terrible service and not what I expect from our NHS.
Visited March 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. Kind regards Patient Experience Team
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Review titled Unsafe Systems in Place
Rated 1 star out of 5
by Helen S - Posted on 01 March 2023
I went in person to Ship Street Surgery on Monday afternoon at about 2.30pm to request an appointment with one of the GPs which was time sensitive and needed to be arranged before I am out of the country for two weeks. I explained the GP had advised me to make another appointment before my prescription was due for renewal if certain side effects were experienced (which they had been), and my prescription was due to run out shortly before going away. I did not consider it safe to leave the country for two weeks without the correct prescription and medical advice. I was told by the receptionist that they were booking 3 weeks ahead, but there were no appointments currently available. She specified that the latest batch of new appointments would be opened up after 5.30pm on Wednesday and that I should therefore ring the surgery then. I specifically asked if these appointments would be like the emergency appointments - ie no point phoning, because even if you are told you are number 3 or 4 in the queue, they consistently tell you once you get through that there are in fact no appointments left already, without being able to explain how this is possible (which was why I had turned up at the surgery in person). I was told that this was not the case with the "routine" appointments and was told I would definitely get an appointment if I phoned after 5.30pm on Wednesday. I therefore rearranged a commitment on Wednesday at 5.30pm specifically so that I could contact the surgery to make my appointment. I was number 2 in the telephone queue. On getting through, I was told it was untrue that the appointments open up at 5.30pm on a Wednesday, they could in fact open up pretty much any time from 2pm, and some more might open up at 8.30am tomorrow, and by the way, there were already no appointments left for 3 weeks time, anyway. So I am left in the situation I specifically explained I could not afford to be left in - without an appointment before I leave the country for 2 weeks. Since the Modality Partnership took over Ship Street, the service provided has gone so far downhill that it has become extremely unsafe - there is no access to GPs, just an utterly incompetent system where even the receptionists have absolutely no clue what is going on and entire mornings, afternoons or evenings of patients' time are wasted in pointless telephone queues, or standing in line in person at the surgery for equally pointless reasons, as the end result is never to achieve seeing a doctor.
Visited March 2023
Review titled Ship Street Surgery
Replied on 06 March 2023
Dear Helen 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