Sovereign Practice
Princes Park Health Ctr, 7 Wartling Road, Eastbourne, East Sussex, BN22 7PGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Claire - Posted on 22 August 2024
Getting through to the practice first thing was a bit frustrating, but when I tried a bit later no problems. Very polite & helpful receptionist who arranged for GP to call back. GP visited and was very helpful, kind & reassuring. Highly recommend
Visited August 2024
Review titled Sovereign Practice
Replied on 23 August 2024
Dear Claire, Thank you for your feedback. We are delighted to hear of your positive experience at the practice. I do understand that it can be a frustration getting through to the practice first thing. We are looking at a new model to help improve this. I will pass your feedback on to the reception team and GPs. We value all patient feedback. It enables us to continue to provide a proactive service and make improvements wherever possible. Many thanks Steph Williams Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2024
Passive aggressive receptionist who asks very prying questions to avoid offering an appointment. In the past I have spoken with this reception team who advised that I hit a lump on my wrist with a bible. I understand the need to triage but their behaviour is inappropriate.
Visited March 2024
Review titled Sovereign Practice
Replied on 07 June 2024
Dear Patient, Thank you for your feedback. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. I am very sorry to hear of your unsatisfactory experience, particularly the advice you have been given, that is certainly not the advice we expect any staff member to give a patient. I will raise this with the reception team so they can learn from your experience. We are currently working on a total triage model, which is in the planning stages. We hope that this will help patients have a better access to the practice & offered the most appropriate care and treatment. Our new GP appointment books offer more appointments each day per GP. This commenced 3 June 2024. I would like to advise you that the practice also offers Engage Consult which is an online messaging service. Patients can submit a clinical or admin query. It will advise you when all the consultations have been fully booked. Here is the link to Engage Consult: https://engage.gp/8830/#/login I do hope you have a more positive experience when you contact the practice again. Steph Williams - Practice Manager
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Review titled Wonderful Doctors and staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 December 2023
I have had a nasty bout of illness this month and have been helped immensely by the surgery. The knowledgeable doctor prescribed meds which have helped me hugely and also took the time to reassure me which was much appreciated. A great surgery. Thank you for all you do.
Visited December 2023
Review titled Sovereign Practice
Replied on 03 January 2024
Dear patient, Thank you for your feedback. We are delighted to hear of your positive experience at the practice. I will pass your feedback on to the staff team as we do value all patient feedback. It enables us to continue to provide a proactive service and make improvements wherever possible. Kind regards, Steph Williams Practice Manager
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Review titled Appointments
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
I have phoned every weekday at 8:30am, (now into my third week) to the same result each time. Line engaged for an hour, then put in a queue for up to an hour and a half. Then told all appointments including telephone call back advice from a doctor have been filled for the day and to call back the next day at 8:30am. And so the carousel continues. It is no wonder A&E is so put on, when sick people have little chance of seeing their GPS.
Visited April 2023
Review titled Sovereign Practice
Replied on 18 April 2023
Dear patient, Thank you for your feedback. We are very sorry to hear of your disappointment with the practice. We are sorry that you have not been able to get through to the practice to get an appointment. We now have a new telephone system which places you in a queue. This will tell you what number you are in the queue and if you would like to have a call back, rather than wait in the queue. Unfortunately, once all the appointments have gone, we do not have the capacity to squeeze any more patients in to the GP’s booked clinics. Once all of our appointments have gone, the reception team will advise patients to use Engage Consult (online consultation service) via our website, ask if another clinician, such as a nurse or first contact practitioner would be suitable, contact 111 or attend the urgent treatment centre. They will also advise patients to speak to a pharmacist at a local chemist, as they are also trained to offer appropriate treatment wherever possible. We are always looking at ways we can improve the practice. We now offer 5 face to face appointments with each GP, the reception team are able to book directly in to rather than all appointments being put on the telephone triage list first, this is subject to the patient meeting specific criteria. This includes; very frail, elderly & vulnerable patients, patients with abnormal lumps, patients needing a steroid injection, patients with rapid weight loss, patients who are deaf and children under 5 years old. We now offer 3 emergency appointments for each GP and 3 pre bookable appointments. We have also started using a self-book system. This means that GP’s can now send out a text message to their patients who need to book in for a blood test. It will give the patient the option to book themselves in for a blood test up to 21 days after the message has been sent. Steph Williams Practice Manager
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Review titled Great health centre
Rated 5 stars out of 5
by Anonymous - Posted on 27 April 2023
I have been with this practice for 4yrs now,I have only had 2 occasions I couldn't get an appt for a phone call.I have a wonderful lady Dr who takes care of me plus the staff and nurses are great too.
Visited April 2023
Review titled Sovereign Practice
Replied on 28 April 2023
Dear Patient, Thank you for your feedback. We are very pleased that you have had a positive experience with the practice since joining it 4 years ago. We will always try our very best to accommodate our patients to the best of our ability. I will share your feedback with the GP and the staff team. Kind regards, Steph Williams Practice Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Brian Robinson - Posted on 08 December 2022
The service is in crisis. In the 9 months since I registered with Sovereign, it’s virtually impossible to get or they’re not arranging routine appointments. Can’t book a GP appointment online…ever. Have to phone up at 0800 to try and book a same day, but by 0805 the appointment book for the day is closed. You can go in to the surgery and fill in a triage form but that excludes people who work, the disabled, carers, etc. it also doesn’t guarantee you will be seen. The advice if you can’t get an appointment is to phone 111. If it was a school, this group would be in special measures. My advice is register with another surgery outside of this group if you ever want to see a GP.
Visited December 2022
Sovereign Practice has not yet replied.