Modality Mid Sussex
Crawley Down Health Centre, Bowers Place, Crawley Down, Crawley, RH10 4HYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Brilliant service
Rated 5 stars out of 5
by M. Goddard - Posted on 14 November 2023
Needed to chase up a change in medications. I have cancer so not straightforward. The receptionist got to the bottom of it and resolved my difficulty seamlessly and kindly. Tuesday evening 14th November.
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear M.Goddard Thank you for your review. We are so pleased to see that you are happy with our services. Kind regards Patient Experience Team
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Review titled Worst patient care ever
Rated 1 star out of 5
by Wendy - Posted on 11 December 2023
My sis had migraine and neck pain leaving her unable to work and most days even get up had to fight for one appt still no better and can't get appt they don't seem to care practice not fit for purpose took her to A and E didn't even get seen by a doc lovely nurse who tried her best but said doc said just a headach am sure if he had actually seen her he would have realised not just a headache ! really not sure where we turn to next
Visited November 2023
Review titled Modality Mid Sussex
Replied on 29 December 2023
Dear Wendy 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 Shambles
Rated 1 star out of 5
by Paul Clayman - Posted on 14 November 2023
08.29 14/11/23 phoned surgery hoping to arrange appointment. Based on previous attempts wasn’t too optimistic. Went on hold as expected. After 5-6 minutes automated message saying unable to connect please try again later. It’s now 08.35 tried phone line again( this is all Judges close surgery). Another message saying the surgery is closed, please try again after 08.30.!! Tried Ship Street surgery, now 08.37. Automated message saying no more appointments available for today. Stayed on hold to be told I was number 14 in the queue!! Words fail me.
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Paul 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 One issue after another
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
I have a number of issues with this surgery. It isn't with the rank and file team there. They mostly do their best to try to help. However, they are working within an under-funded, privately managed organisation within our state health service and has no service ethic whatsoever. The systems are geared up to layer on wasted time and to resist any interaction by the patient group for which the surgery exists. I could identify very helpful and worthy individuals but I cant because of the rules of this review system. It is incredibly frustrating!
Visited November 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
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
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Review titled Well said
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
I dialed 999 one weekend for an issue the ambulance wouldnt come out but was told the practice would follow it up but nothing happened so I called them. This practice does everything possible to get you off of the phone and not give you an appointment immediately after an appointment and at other times you get a questionnaires to rate the care or ask about your ethnicity etc. No one disputes the care its accessing it. Its clear Modality are only interested in numbers and metrics to show how good they are. I also checked my record and it seems I have had a lot of consultations which is not true. Everytime they broadcast a text for something like a flu vacine it looks like its counted as a consultation, they are gaming the system !!" This is exactly what they are doing
Visited October 2023
Review titled Modality Mid Sussex
Replied on 30 January 2024
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 Awful service
Rated 1 star out of 5
by Ailsa Regan - Posted on 09 October 2023
Have regularly been let down by here; it's impossible to get an appointment, you have to push to have anything investigated, I could go on. Had 2 missed calls following an appointment that I had, as well as a voicemail (was on holiday not checking my phone), so I called back and was told they didn't know why the GP was calling me. Then was told that as I'm being investigated for cancer, they will put me on the urgent list and the GP will call me back by half 6 that day. Wasn't impressed with how this was said, not very reassuring and in fact did not receive any call! I had to wait until I could call them back to find out what they were trying to contact me about (I'm a dental nurse so calling back is next to impossible unless I book a day off work). I was left anxious and worrying about what it could be, not the mention the stress of all this back and forth. And recently, I have luckily had the all clear from all investigations but there has been no follow up appointment booked to arrange a discussion on what to do next (still have the symptoms that I booked my initial appointment about). So I will now have to try and book this myself which is always a stressful experience. Absolute joke, if only I could give a rating of 0 for the lack of communication and care.
Visited September 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
Dear Ailsa 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 Spam Texts to Your Patients are not Consultations !
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2023
I dialed 999 one weekend for an issue the ambulance wouldnt come out but was told the practice would follow it up but nothing happened so I called them. This practice does everything possible to get you off of the phone and not give you an appointment immediately after an appointment and at other times you get a questionnaires to rate the care or ask about your ethnicity etc. No one disputes the care its accessing it. Its clear Modality are only interested in numbers and metrics to show how good they are. I also checked my record and it seems I have had a lot of consultations which is not true. Everytime they broadcast a text for something like a flu vacine it looks like its counted as a consultation, they are gaming the system !!
Visited September 2023
Review titled Modality Mid Sussex
Replied on 24 November 2023
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
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Review titled Impossible to get an appointment. A complete shambles.
Rated 1 star out of 5
by Michelle - Posted on 24 August 2023
The surgery is failing in its duty of care to their patients. It is impossible to get an appointment. Whether it by phone, face to face, or using their online triage, as they are closing it earlier than 12pm. When you do finally get through, you are constantly being told there’s no appointments, and to ring back another day for an appointment, but surprise surprise, every time you do, there are still not appointments, regardless of emergency or routine. The Complaints section on their Modality website has been taken down, so you cannot even make a complaint. Their email address on the NHS website does not work; the email bounces back saying unrecognised email address.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 30 August 2023
Dear Michelle 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. Complaints can be submitted via the Modality Mid-Sussex website. Kind regards Patient Experience Team
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Review titled No appointments
Rated 1 star out of 5
by Paula Musgrave - Posted on 02 September 2023
Required a prescription due to an on going infection and called 5 days consecutively at 8:30am and told no appointments - call another day !! Absolutely awful service. Cannot believe how such an excellent surgery can go down hill so fast.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 03 October 2023
Dear Paula 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 Phones and lengthy introductions - a suggestion
Rated 2 stars out of 5
by Anonymous - Posted on 23 August 2023
One element of this surgery's "service" that draw critisism is phoning in, whether for appointments or anything else. Upon calling you first encounter a lengthy message that is of biblical proportion when it doesn't need to be. The bulk of the message is a warning to those potentially calling to ask for an appointment only and as a result those looking for other services have to endure an irrelavant message at their cost in both time and call charges. The message in question needs to be switched to "Option 1" "Appointments" only. By doing this simple thing it could - possibly - pull some of the naysayers back on side.
Visited August 2023
Review titled Modality Mid Sussex
Replied on 30 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