Demand answers from Modality

I and my family have experienced nothing but the highest standards of attentive care and treatment at Ship Street Practice throughout the last 54 years and that it must be said includes some very recent experiences. However it pains me to say that the present system is patently not working for the patient, in my cynical moments I do wonder who has been the main beneficiary. The professional world that I worked in for most of my life demanded communication with its clients and staff in a timely and correct manner and preferably face to face If it failed to provide the service for which it existed its reputation would be lost and it would cease to exist. Clearly the present business model is maximise use of the telephone if it is to be successful it must be adequately staffed and resourced. For some considerable time that has not been the case indicating a lack of respect for the patient and a clear failure of management to address the issues. Waiting to be answered for an hour or more is really not acceptable for a healthy organisation, failing to obtain an appointment in good time after that without an alternative solution on offer even more unforgivable. I have as much sympathy for the staff on the workface as I do for the patients. The very word Modality sounds clinical and distant as do the empty waiting rooms what on earth has gone wrong since 2019 and what actions can regain that which has been lost. PS It took me a while but I do find the prescription renewal and NHS app a real plus although it must be very stressful and difficult for those who cannot cope with modern technology.

Modality partnership has failed its patients and staff.

After consistent frustration apathy from telephone staff after being 30 in the que !!! I left and was fortunate enough to join another surgery Shame as after 15 years here I had to .

My Modality surgery is not fit for purpose…

I have been unable to get an appointment for myself and have had health concerns ignored. The phone waiting times to book an appointment is over an hour and there are never any appointments. It was never like this before, something has to change.

Impossible to get a face-to-face appointment over the telephone.

The service has been in rapid decline since Modality has taken over.

Something really needs to be done as it’s so hard to book an appointment. I’ve been trying to book a smear for over a year but still no available appointments. It really is a disgrace!

Ship street

I have a mounting number of symptoms that I need to discuss with a doctor but it just took me 6 months to finally obtain an appointment to address just one of them. Releasing a tiny number of appointments at 8.30 each morning means those able to call are being invited to enter a lottery with their health as the prize, the losers get to spend weeks and months re-entering, and those unable to call don't even get to play the game. Demand may have increased but not to the extent to cause this, this smacks of a whole new level of management incompetence, the result being zero health service for anyone with anything but an acute condition

I believe thatbModality is becoming risk to public health. Their administrative staff are incompetent to the point of negligence.

I’m sorry that I’ve had to sign this petition but as I’m responsible for a vulnerable person I have problems getting an appointment.

I'm signing the petition about the Crawley Down Health Centre under Modality. There are other surgeries under Modality management where the patients aren't happy: Judges Court and Ship Street both in East Grinstead, and Park View in Burgess Hill that have been grouped together. Trying to get an appointment is ridiculously difficult and there are other concerns. I've managed to move to another doctors surgery, thankfully. But I'm signing as concerned for the patients that are with CDHC under Modality having experienced it myself. They seem to have taken on more patients than they can cope with? Have they run out of money? The actual doctors there seem good, that's if you can ever get to see them.

The service is getting worse. I feel saddened it's come to this but something is not working. Increasing population and demand need to be considered.

The Ship Street Practice is not accessible. I believe my doctor has even left the area and moved far away….What a shambles. I have been with this Practice since 1963. Now it is a failing Practice.

Ship Street surgery has got worse and worse since it’s been taken over. Can never get through on the phone and I’m having to consider paying for private consultation. A terrible situation to be in

I feel very unsupported by my practice, I have two long term conditions getting a quick response from Modality is an impossibility- very negative message on phone line would really rather patients went anywhere other than their Gp Practice

The System is broken by unconscionable inefficiency. Who are these people? Who holds them to account? Can we please get back to the principle that G.P.s work for their patients NOT for anonymous, outsourced, gatekeepers who either don't see or don't care what chaos and anxiety they cause, which, in turn, may well further damage patient health outcomes. If you really wish to add another level of confusion just look up the noun 'modality' and see if the company's existence makes any more sense and try to find them on Companies House? They have a lot of questions to answer the most important of which is: -How much money are they taking out of the NHS to create this chaos?

The NHS must do something about these surgeries, it is not the fault of the staff that there are no appointments.

Very disappointed with the way the surgery is going downhill. So so different from a few years ago