STRAND MEDICAL
1B The Causeway, Goring By Sea, Worthing, BN12 6FP
Telephone: 01903 243351
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Free Essential Toiletry Kits and Period Products Prescription Enquiry Phone Line Staying Well Waiting times for hospital treatment Accessing your medical record online Opening Hours – Lunch time closure Routine queries IMPROVEMENTS TO ACCESS – Hearing Impairments
Feedback
PLEASE NOTE: this form is for feedback ONLY. Feedback includes complaints that do not need urgent attention, concerns relating to our service (NOT patients own health concerns) and compliments towards our team. ALL other requests, queries and medical concerns should be directed through our phones. Comments asking us to call you back are NOT appropriate, and unfortunately we do not have the capacity to respond to forms filled out in any way other than feedback.
Patients’ Feedback:
| -Email received from daughter of patient to say how amazing John the paramedic has been in the care of her mother-in-law and now her mother. Feels like she has wrap around support for her mum and also concern and support for me as mums carer. I appreciate all he does for our family. |
– Patient wanted to thank everyone who dealt with his complex care needs at the Strand. All the staff including receptionists and telephone handlers, always kind, prompt and compassionate. A special thank you to Dr Whyatt, Dr Jarvis, in particular who looked after him solely for his complex medical background, but also wanted to stress that all the other GP’s that he has dealt with at The Strand, have been also been excellent in his care needs.
– Patient wanted to say thank you for all our help. Wanted to say that every time she visited, or latterly phoned, (as now back in the US where she lives) she was always treated with compassion, had time for her and also everyone did what they said they would on the timeline she was given. She wanted to recognise that and send her appreciation.
– I recently changed my doctors surgery because I was not happy with the service I was receiving. I am now with The Strand and I am extremely pleased with the help and attention I am getting. I am so relieved to have found a professionally run surgery. Many thanks to you all.
– Praising Dr Byars for the quick and prompt treatment during a very worrying time. Couldn’t have got better treatment if she had gone private.
– Just want to say what excellent service we have received from our GP practice ever since the pandemic started. Helpful and friendly reception team every time I have rung. I have found the telephone consultations much more effective in terms of convenience and on occasions when necessary myself and my daughter have seen the GP promptly. Nurse Angie has been especially outstanding in helping me and my daughter with health checks. Well done all at the Strand. Just felt in the light of todays news that you all rightly deserved praising for delivering an excellent service in such tough conditions.
–I just had a smear and just wanted to say the nurse who did it was so so nice, I have anxiety and I was a bit stressed out I nearly didn’t come, but the nurse was just so so lovely, she made me feel at ease and not as nervous, she talked me through it and made me laugh. Although the actual procedure wasn’t my favourite (has to be done though) she made it a whole lot better. So lucky to have nurses like this!
-Thank you for the smooth Covid booster clinic on Sunday. I am so grateful for all the surgery does and feels safe knowing we are here.
-You are doing a very good job and it is much appreciated!
– I would like to congratulate Strand Medical on an excellent job with the Covid vaccines. My husband and myself had our third vaccine on Sunday morning and were met with friendly, helpful staff as with the first two vaccines. All obviously doing extra time to get through as many people as possible. Nice touch with the background music too. Well done Strand Medical for being really organised and to everyone involved. Brilliant job.
–I am a friend of a patient at your surgery l have phoned several times recently regarding her.
I would like to thank you for your clear, helpful & friendly recorded message when you pick up. It reflects how busy you are, but are doing your very best to support & help the needs of your Patients.
I have never had to wait more than 2 calls in the call queue. l have experienced at other surgeries, when l have waited for an hour plus, then have to give up as l have to move on with my day. Many thanks, l am most grateful.
-Since the start of Covid restrictions I have needed to contact the Surgery a few times and always received a quick, very welcoming and courteous response by a member of the reception team.
I was then either seen by a G.P or had a telephone consultation the same day, most times I was called back within an hour or so. Drs Thompson, McClumpha, Chowdhury and Burch not only treated my problems but were also very empathetic, gentle and kind. Of course this isn’t new because it is how it always has been over the years for my husband and myself, patients definitely do come first, but it’s amazing how the high standards continue despite all the pressures and demands on them all at this time.
Also, I have now received my booster vaccine and once again, the process was managed brilliantly and efficiently. I consider myself extremely fortunate to be a patient in this practice.
–Once again my husband and I would like to say thanks to your staff. From the reception team, the nurses and doctors we have had nothing but the highest quality treatment. Today was a typical example, we both had to have blood taken. The blond nurse whose name I don’t know was brilliant, put us at ease and we ended up having a good laugh with her and a colleague who was working on the computer is the same room. We have had a very difficult few months but you have all done your very best for us so a big thank you from both of us.
Making a complaint:
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quicker if you speak to a staff member on site.
In the first instance please discuss your complaint with the staff member concerned. If this does not resolve the situation, please ask to speak with the Patient Services Team Lead who will investigate your concerns and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible and address your complaint in writing to the Practice Manager who will deal with your concerns appropriately.
Further information on the NHS Complaints Process, and the legislation governing it, can be found on the NHS website.
Our practice complaints procedure follows the NHS system for dealing with complaints. Our system meets with national criteria. Our practice Complaints Leaflet gives details of the complaints process and is available from Front Desk or as a download below. Our aim is to give you the highest possible standard of service and we will endeavour to resolve your problem as quickly as possible.
Please use the form attached to fill out any comments, concerns or complaints regarding the surgery, its members of staff or the doctors. This will get emailed directly to the Governance Co-ordinator who will deal with accordingly.
Healthwatch West Sussex is an Independent Health Complaints Advocacy Service (IHCAS). Healthwatch West Sussex exists to make health and care services work for the people who use them. They give people across West Sussex the opportunity to have their say about health and care services. Healthwatch are an independent organisation but have a statutory voice, meaning commissioners and providers have to listen to them.
Telephone: 0300 012 0122
Email: helpdesk@healthwatchwestsussex.co.uk
Write to: Healthwatch West Sussex, The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
Website: www.healthwatchwestsussex.co.uk
As a patient, relative or carer, you may not always know where to go for help, information, advice or support. It can be worrying and confusing, when you, or someone you know, is unwell. This is where the Patient Advice and Liaison Service (PALS) can help. PALS is an independent and confidential service for anyone who would like advice, information and help, or who may have a concern about the care provided by Western Sussex Hospitals and other providers in West Sussex. Most concerns you have can be dealt with quickly by discussing them with the health staff treating you. However, there are times when you need to speak to someone who can act independently on your behalf.
Telephone: 01903 285032 (09:00 to 16:30, Monday to Friday)
Email: PALSWorthing@wsht.nhs.uk
Write to: Western Sussex Hospitals NHS Trust, Worthing Hospital, Lyndhurst Road, Worthing, BN11 2DH
Sometimes, PALS staff will be dealing with other clients and it may be necessary for you to leave a short message on the answer phone. They aim to get back to clients within one working day.
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government.
Millbank Tower,
Millbank
London
SW1P 4QP
Telephone: 0845 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Opening Times
- Monday08:00am to 01:00pm
02:00pm to 06:30pm - Tuesday08:00am to 01:00pm
02:00pm to 06:30pm - Wednesday08:00am to 01:00pm
02:00pm to 06:30pm - Thursday08:00am to 01:00pm
02:00pm to 06:30pm - Friday08:00am to 01:00pm
02:00pm to 06:30pm - SaturdayCLOSED
Pre-booked Covid / Flu clinics - SundayCLOSED
