Demand answers from Modality

Nice people if you are ever lucky enough to speak to, or see them. But from my personal experience, no proactive care plan, no follow up for further tests, i.e. we will arrange another blood test for you in 6 months time, now still waiting 8+ months later. No holistic / joined up thinking of several health issues you may have, just you have a 10 minute slot on the phone to discuss one issue, phone back for another appointment to discuss any other issues. Also from personal experience, the patient record file notes are not up to date. Real shame because the staff are nice, but not enough of them at all levels and I am sure deep down they are very upset about what has happened to their health centre service within the whole of the 4 practices covering East Grinstead and Crawley Down

Crawley down surgery can’t get appointments , prescriptions end up in eastgrinstead , can’t even get through on phones for general enquiries

Ridiculous you can’t t get an appointment. Wasn’t like this before Covid.

I haven't had a face to face appointment with a GP since before the pandemic, the whole system is bonkers!

Modality is a nightmare, the worst service I’ve ever known from a surgery. No doctors, no appointments. Other surgeries are still offering high level sare, why can’t they? They need to be replaced.

My signature is in reference to crawler down health centre. I have had such brilliant care from them over the last 5yrs and during tough times of covid the push doctor was a good addition. Since modality you often can’t get through for over an hour, when you do you can’t have an apt. but have to try again the next day. I have 2 times ended up in a@e instead for hours. If you want a blood test you need to go to hospital or wait weeks! If you need a non urgent apt it’s impossible. The replacement of the old email address was not communicated and meant stressful remedial action. The prescription process has been clunky and hard to manage the new IT implementation has its constraints particularly with children.The onus is on the individual to chase by phone. Texts to say phone the drs. Which I do and can take days to get through, not always necessary. There needs to be much better communication and more apts. Bring back push doctor

These are the same issues for Crawley Down. The staff working the front line are doing their very best but the back end system is not fit for purpose.

I am with Judges Close which is also part of Modality

I have experienced all the issues raised in the main post. Speaking to someone at Ship Street on the phone regarding appointments or prescriptions is becoming more and more difficult. I have now resorted to driving to Crawley Down when I need to speak to someone. This is unacceptable as many of the most vulnerable patients won't have the ability to do this. The rare contact I have had was when a manager at Judges Close contacted me (09/02/23) to inform me that my name was exposed in a data protection leak. It seems they are so overstretched, they cannot provide adequate care and are making serious errors. I really hope improvements can be made.

Never seem to get through and no appointment ever available poor service

I genuinely don't think it's every worth calling the doctors for an appointment. Especially if I want to be seen, and even more especially since they got rid of push doctor. I'm doing the right thing and going to the pharmacy first of all, or calling 111. But there are for sure going to be times in the future when I will dread calling the doctors surgery

I waited for over two months for them to talk to me about my test results

Patients at Moatfield EG have none of these issues.

When Crawley Down introduced the Push Doctor online system it was a really useful, modern, forward thinking progression - why has this been removed, funding? The service is beyond poor now.

As someone who has multiple health conditions this petition brings to the fore every fault that has and is having since Modality took over Ship Street. Just as an example, yesterday I was having difficulty breathing. I didn’t want an appointment, just some advice so selected ‘any other’ from the choices/speak to someone. I waited over an hour for my call to be answered. I was initially offered an appointment in three weeks time! I repeated that I thought I didn’t need an appointment, just to speak to my asthma nurse. I was then told my request would be forwarded to the duty doctor (?!) I got a call about half an hour later to ask whether I wanted the asthma nurse (she’s a nurse practitioner) to see me. I was in the surgery about an hour later being given the actual care I needed: I have a chest infection. I believe yesterday’s handling of my treatment highlights the fact that current practices are inefficient from the point of contact to having the treatment needed, with inexperienced people being put in a position that is beyond their experience/qualifications, effectively exercising a box-ticking mentality. Isn’t it about time GPs went back to work in their respective practices? I would add to this that in the past I have been sent to East Surrey Hospital, a good 35 minutes by car from my home, (Princess Royal Hospital is only 15 minutes away) and I will NEVER set foot in that place again. It was FILTHY dirty and understaffed. Modality should be SACKED and our surgeries be given back to their respective health authorities.

I have been unable to see a doctor at Judges Close face to face since covid. Whenever I phone for an appointment I’m told to call back another day or get sent to A&E, you can’t even get Pushdoctor appointments anymore.

It’s such a shame it has come to people complaining but something needs to be done as the practice has gone downhill so much. It’s impossible to get an appointment, face to face or by phone call, when you have a medical issue.

Crawley Down Practice, gone downhill since Modality took over and I have been with them for 42 years

Relating to Crawley Down Health Centre. Have found it extremely difficult to get Through on the phone waiting over an hour to be answered. To be told no appointments and to ring back. Face to face with reception again told no appointments and to call on a Thursday/Friday only to be told when did call on Thursday am that there were no appointments and to try again the next Thursday after waiting again for over an hour to have call answered. What are We supposed to do if you need to see a gp ???

Heartily endorse above comments.