📍 35 South Street, Lancing BN15 8AN
📍 Address: 35 South Street, Lancing BN15 8AN, United Kingdom
📞 Phone: +44 1903 851073
🌐 Website: newpondrow.co.uk
I have never experienced such poor service from a GP surgery as I have with New Pond Row. On the few occasions I needed to request an appointment, either none were available, or the doctor was unwilling to help, making me feel like I'm wasting their time. They even refused to see my infant child despite a referral from 111. This is unacceptable!
I do believe that human beings should be treated with dignity and respect. Through their online assessment, someone from some probably (Home working) has decided that a 6 year old with chest infection shouldn’t be checked, but instead recommended to the pharmacy. Indeed I will change GP in the hope to find professional fit for the job role.
Just terrible - avoid at all costs. I've just left after a disastrous 6 months. The booking system is terrible, weeks to wait for an appointment (6 weeks once!) and admin errors and delays. There was even a change to my prescription without telling me. I sense theyre so busy that they can't cope.
Very poor service. I understand staffing is low, however we have received no end of admin issues with the surgery. The app they use gives you a 2 minute window to get an appointment for that day and if you miss it then there is no chance. If you call up they just refer you to this app. The app doesn’t advise you on what is needed so if you submit the wrong request it just gets lost in the system and no one contacts you to let you know it’s been messed up. If you need a private doctors note they are happy to take your money, but fail to provide the note in a timely manner. When you highlight this they will not give you a refund. The solution with everything we raise for our son is antibiotics, not an appointment to check symptoms. The last time they did this we ended up speaking to the pharmacist who recommended not to use them and he actually got better without them. When you raise an issue they spend the whole time saying there is nothing they can do, just follow the process that has already failed you to this point. A real shame as when we have seen or dealt with a person they have been really good.
I have only been with the surgery a year but feel that all the care I have received has been of a good level. The receptionists are not rude as stated in other reviews, they have been nothing but polite and helpful whenever I have called. The anima system could be better, but where I've struggled to navigate it, a call to reception has always meant my problem was solved. I have had a telephone appointment today and can't speak highly enough of the attention and time given by Dr. Heaver. The call was within the given time and I feel that the consultation was as thorough, if not more generous time wise than if I had attended in person.
I turned up for my health check which I was invited to book. I booked a day off work for this. When I turned up for it I was told they booked it in wrong but we can give you a flu jab. Thank you for wasting my day
Rude and unpleasant surgery. Reception team are dismissive and argumentative from the first sentence. You call up to make an appointment and within 10 seconds of the call feel like they are trying to force you into some sort of confrontation. Extremely unprofessional and more or less pointless calling them. This isn't a one off, its like this every time you call. If you are moving into the area and have the option to join a different surgery then I'd do that.
I’ve given two stars as the doctors, nurses and paramedics are always friendly when you actually manage to get an appointment. Otherwise it would be 1 or 0 stars if possible. I’m absolutely fed up of not being able to get through to anyone. I’ve spent so much time ‘on hold’ to this place. Got told to go to a&e for an ear ache for my son. Always miscommunication between staff. The surgery is always empty as phone appointments are always offered instead of face to face. Worst surgery I’ve ever had!
Whilst I do agree with most comments on here, as I have experienced this myself in the past. I would just like to point out in the receptionists defence, that they are told by management, they have a limited amount of time for each call, and therefore they have to make the call very brief. This is to allow for more patients to get through on the phone. It's like in a call centre, where you get literally 2mins per call. Its not always their fault. However, politeness, empathy and compassion are free, a bit like manners in a child, it doesn't take much for this......
Not great! Been a patient here for 5+ years. They don’t give you more than 1 month of medication at a time (which forces you to queue in the middle of a pandemic) They have NO complaints procedure, other than writing and dropping off a letter (this surgery is stuck in the 1800’s) They do not send the prescription to pharmacy when they say they will. 50% of my repeat prescriptions don’t make it to my pharmacy and it’s always because the Dr forgets to press the ‘Send’ button - their IT skills really are not great. On this basis, I would recommend you avoid this surgery if you need regular support from them. If you see them once a year, it isn’t that bad.
New Pond Row Surgery is located at 35 South Street, Lancing BN15 8AN, United Kingdom
You can contact New Pond Row Surgery at +44 1903 851073
You can find directions to New Pond Row Surgery by following this map link
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