Tanyard Lane, Steyning, W Sussex, England, BN44 3RJ
Also known as: Steyning Medical Practice
I am glad to be leaving Steyning medical practice, have been with them for over 30 yrs, I can say they have gone down hill in every service. Gone are the days when I had the most amazing Dr Priscilla Noble-Mathews as my caring GP who always made me feel listened to and was never a pill pusher to solve a problem. The now booking system since the practice has had its makeover for improvements has been anything but that. Longer waits to see anyone, more channels to go through to get seen by the right professionals and as for the GPs I can't say I have a preference because I feel its all about keeping the costs low when it comes to care. I stopped feeling listened to many yrs back. After the GPs at Steyning telling my daughter for yrs she either had Psychological problems and Chronic Fatigue Syndrome like myself they completely missed that she has Multiple Sclerosis due to lack of proper testing. She moved to London where she was given the correct care and attention, and her new GP was shocked by the lack of care she had recieved. .
We were very sad to read your feedback and were sorry to hear that our service has not been a positive experience for yourself and your daughter. Our clinicians and staff are dedicated to giving the best care for all our patients and work very hard to ensure that we work safely and follow the required guidelines. We were sorry that you are now leaving the practice and would be happy to discuss any individual issues if you felt able to share these with us. We welcome the opportunity for patients to share their experiences which enable us to develop and improve our learning. We changed our appointment system some time ago to ensure that we are meeting the needs of patients as much as is possible. We have a duty team who help any patients who need to have urgent or same day advice through a telephone triage system. This ensures that patients who need to be seen quickly are given priority and those who can be given telephone advice are saved a visit to the practice. Our system allows patients who need to be seen for a follow up by a doctor (for example after blood tests or x-rays, medication trials etc) are able to access appointments easily so that we can find a convenient time and date wherever possible. Routine appointments are released each day for patients who have a new problem or who are coming back with an existing problem but are not been followed up regularly. Any patient who feels their symptoms cannot wait until the next available routine appointment is invited to have a telephone consultation with a GP if that is appropriate, or to speak to a member of the duty team who will ensure an appropriate appointment is allocated. We keep reviewing our systems to try and meet patients' needs and to help our patients access healthcare safely and appropriately. We will continue to work hard as a practice to ensure that we monitor our access for patients and that those patients who need to be seen are given the highest quality medical care.
My wife & I are fortunate to have been registered at the Steyning Health centre for more than 20 years and have nothing but praise for the whole team, and for the quality of service we continue to receive. It’s easy to take this level of service for granted, so we wanted to put our gratitude on record.
Thank you for taking the time to give feedback on our service. It is always nice to hear when things are going well. Our staff work extremely hard to give the best possible service to our patients. It is lovely for the staff to hear positive comments, especially with the pressures we often experience. Many thanks.
After sitting in the reception on two appointments for one hour on each occasion, I left without seeing the Doctor, as I had not allowed sufficient time in my day to attend the Health Center. A Suggestion :- When we check in at reception for an appointment we could be told if the Doctor was running on time or behind time - this should be easy to provide, we could then do other things rather waiting in a germ filled, over heated reception. I will try again to see the Doctor. Terence Bown
Thank you for your feedback and we were sorry to hear that you had a long wait for the doctor. Unfortunately doctors don't always know how long a patient may need when they book to see a doctor. Our appointments are 10 minutes long but sometimes a patient may come with more than one problem, or have something they wish to discuss which needs a little longer. We ask patients ask for a double appointment if they think they may need longer, but sometimes things develop during a consultation which are unforeseen. We aim to give all our patients the best possible care and our doctors try to keep to time as much as they can. Our reception team do try to keep an eye on how doctors are getting along during their session and often announce to the waiting room that a doctor is delayed if there is longer than a 30 min wait. However, we recognise that it is sometimes uncomfortable for patients who are waiting a long time. We will discuss this at our next team meeting to see if we can improve on our communication with waiting patients. Thank you again for bringing this to our attention.
I had a bad experience with this surgery I happen to become ill and was left on medication for 2 years which was not working only then was I sent to the hospital for a endoscopy it really is appalling and the receptionists kept saying every time I went in “oh you have been ill a long time “ yes because I didn’t receive the right care and my illness not investigated for a long period of time. Dr rainbow was the only doctor that was very professional and made sense as I was going through this I developed anxiety so made me feel even worse than what I was awful experience. And some doctors were even looking it up in there book like they have been university they should know everything through there training dr jafri was rude to me and my husband and I don’t think the level of care is up there only dr. Rainbow.
I was very sorry to read your comments. To enable us to address your specific concerns, it would be useful if you could get in touch with us. Our staff are committed to providing our patients the best possible service. If a patient has had a negative experience, we will discuss this as part of a learning process to enable us to improve further. If you feel able to share your experience with us, please contact Jenny Smith, Assistant Practice Manager, or write to Dr Alex Rainbow directly who is our Complaints Lead. Many thanks.