Meon Health Practice - Ratings and reviews
Reviews
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Review titled Poor
Rated 2 stars out of 5
by Anonymous - Posted on 16 April 2024
I came into the surgery to request different pain medication for my ongoing knee issues which have latterly worsened significantly. I filled in a form as given me by the receptionist outlining the issues that have been apparent since September of 2023 and asked that I be considered for different medication to that of the Zapain that I have been using! I was expecting a phone call to discuss this but instead recieved a text giving me a telephone appointment with msk for 18th at 15:00hrs!!! I have seen msk on several occasions so feel that option was not realistic or suitable as I have been through referred (by you) physio sessions at Fareham Comm Hospital and been seen at Gosport War Memorial. I have been awaiting specialist appointment at QA since 13th December after Physio referral! This has now come through and I have appointment for 2nd May. I also noted that whilst at the surgery today I did a blood pressure test which stated was high on three tests.. do I get an additional call re this or is this something the MSK appointment will address?? I feel as usual a brush off from the practice.. I was only requesting additional pain relief and cannot see any point in again talking to msk. I would add that throughout all my issues since last year I have yet to see or even talk to a GP!
Visited April 2024
Review titled Meon Health Practice
Replied on 17 April 2024
Dear Patient, Many thanks for your time providing this feedback and we are sorry we have not met your expectations with the outcome of your recent request for medication for ongoing knee issues. We cannot directly respond with how we responded to your requests as this is anonymous feedback and each unique clinical request requires an appropriate response to its clinical context presented by the patient, patient history, and other specific factors to each patient request. Depending on the context to your medication and ongoing knee issues, our healthcare professionals would assess the information provided by yourself and make a clinical decision to the best placed treatment plan for the request we are presented with. We, like all modern GP surgeries, are much more than a ‘doctors surgery’ and our clinical teams are made up of various healthcare professionals with specific training to particular elements of healthcare and wellbeing, and many symptoms can be treated by another healthcare professional better than a doctor would be able to assess and support you and all of our patients. All of our healthcare professionals are certified and highly trained, and we will always direct you to the most appropriate clinician or service within our Practice in order to help you. Similarly with a patients preferred mode of consultation, we do ask patients their preference of face-to-face appointments, telephone, text, or video, and will try to accommodate as best we can to patients preference, but ultimately a clinical decision is made to the mode of consultation required to provide an appropriate treatment plan to each unique patient request. Regarding your high blood pressures test results, with the process details above, any requests we have received will be sent to the appropriate person or team who will respond to you as needed. Again, as your feedback is anonymous, we cannot be more specific to your experience, and if you’d like us to investigate this formally, you can request this by: 1. Completing a complaints form at reception 2. Completing a feedback form online: Feedback & Complaints - Meon Health Practice 3. By letter to Complaints c/o 102 Highlands, Fareham, PO15 6JF 4. By telephone We apologise again we have not met your expectations and we thank you again for sharing your feedback. We believe all feedback helps us to deliver an improved service in future. Yours sincerely, James Leach Patient Service Manager
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Review titled Helpful receptionist
Rated 4 stars out of 5
by Kim - Posted on 08 April 2024
Credit where its due, called this morning and spoke to pat ( I think that was her name) about cancer medication to now be taken over by the gp. She was efficient helpful and got the matter resolved in 10 minutes with a prompt call back.
Visited April 2024
Review titled Meon Health Practice
Replied on 10 April 2024
Dear Kim, Many thanks for taking your time to share this review with us. We are so pleased to read of the helpful receptionist during your recent contact to us and will ensure this is shared with our staff. Receiving recognition for the staff's efforts is always really appreciated as we all work very hard every day to provide the best experience and care possible to each of our patients. Your kind words will really help motivate the team and we appreciate you taking the time to acknowledge the helpful and prompt service you received recently. We aspire to deliver this level of experience to you and all our patients, and believe we will do so in the future. Thank you again for sharing this feedback and for being a patient with our Practice. Kind regards, James Leach Patient Service Manager
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Review titled Stay clear
Rated 1 star out of 5
by Mr T - Posted on 27 March 2024
The call centre at this GP surgery makes it awfully difficult to get the care you need. They don't seem very understanding, and their tone can be quite off-putting and rude. It's also frustrating that appointments are only available on the day you call and insist that no "routine" appointments can be made. It feels like they're trying to discourage people from contacting them altogether, which is worrying. I am literally prevented from sharing my health results with my doctor and not allowed to make an appointment to see them. I said if they took my results to my doctor, what if he needed me to make an appointment. They seemed stumped and this wouldn't be something appropriate either.
Visited March 2024
Review titled Meon Health Practice
Replied on 02 April 2024
Dear Mr T, Many thanks for providing feedback with concerns of your contact to us via telephone and we are sorry we have not met your expectations. All calls are recorded for training and monitoring and if you’d like for us to investigate this, you can request this by: 1. Completing a complaints form at reception 2. Completing a feedback form online: Feedback & Complaints - Meon Health Practice 3. By letter to Complaints c/o 102 Highlands, Fareham, PO15 6JF 4. By telephone Regarding difficulty requesting a routine appointment, we work very hard every day to offer as many appointments as we can, but we do not have the clinical staffing to see everyone. Last month (March) we held over 16,200 consultations with over 5,300 arranged through our daily triage. Included in this were over 1,000 routine appointments. This is in addition to clinical admin work (e.g., prescriptions, test results, requests from Hospitals and other queries). Many of the other 10,900 appointments are booked via NHSApp (e.g., smears and blood tests), self-booking links (for health reviews) or when follow up is needed. With our same day triage, although you may need to contact us on multiple days requesting a GP appointment, this is typically sooner and safer than asking patients to wait up to six weeks for a routine appointment. We may also signpost patients with minor problems, as many minor ailments can be treated at home or with advice from a pharmacist. To support patients and staff, we review our staffing, and monitors this each day, to ensure we allocate 'same day' appointments to those who need us most, while offering as many ‘routine’ appointments as we can. To reassure you our intentions are to improve and not discourage contacts, our 2023 data shows we increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the 2022 data. As part of improving how to contact us, we introduced a new website with better digital access using ‘anima’ in February ‘24 offering an additional contact method for patients who can use the internet and allow our telephones to prioritise those who cannot contact us online. Please be aware while anima should improve how patients contact us, anima is not increasing our staffing and when our GP appointment book is full the option to request routine medical help online will not be available. Medical requests are generally available via anima from 8am Monday to Friday and you can always contact us for urgent medical problems by telephone or in person. We understand how frustrating it is when you can’t be seen for a ‘routine’ problem, and please be patient and kind with our staff while we try and process the demand on our service. Thank you again for taking your time to share your feedback. We believe all feedback helps us to deliver an improved service in future. Yours sincerely, James Leach Patient Service Manager
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Review titled Cannot Book Appointment
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
I tried to book an appointment this morning and have done a few times over the last month but I've not been successful. At 8am I haven't been able to call and the online portal is blanking out any option to book an appointment. It feels near impossible to get an appointment here. And anytime I have been in over the last 3-4 years the waiting room is empty which makes no sense. Something is broken in the way it's operating and it needs to be fixed.
Visited March 2024
Review titled Meon Health Practice
Replied on 02 April 2024
Dear Patient, Many thanks for providing feedback with difficulties to request a routine appointment in March and we are sorry we have not met your expectations. We work very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the clinical staffing to see everyone. Last month (March) the Practice held over 16,200 consultations with over 5,300 arranged through our daily GP-led triage. Included in this were over 1,000 routine and over 2,300 face-to-face appointments. This is in addition to clinical admin work (e.g., prescriptions, test results, requests from Hospitals and other queries). Many of the other 10,900 appointments are booked via the NHSApp (e.g., smears and blood tests), using self-booking links (for health reviews) or when follow up is needed. With a same day system, although you may need to contact us on consecutive days before requesting a GP appointment, this is typically a sooner and safer pathway than asking patients to wait up to six weeks for an appointment. Where possible we signpost patients to manage minor problems, as many minor ailments are easily treated at home or with advice from a local pharmacist. To support patients and staff, Management reviews our staffing, and monitors this through the day, to ensure we allocate 'same day' appointments to those who need us most, while offering as much ‘routine’ access as we can. To reassure you of our Total Triage, our 2023 data shows we increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the 2022 data. We understand this does not resolve your frustrations, but we trust this addresses your concerns with our services. Regarding difficulty contacting the Practice, telephone wait times continue to be a top priority and we share improvements and service information in our newsletters. You can sign up to our Patient Newsletter here: https://www.meonhealthpractice.co.uk/practice-information/patient-newsletters/ To continue improvements made to contact us, we introduced a new website with better digital access using ‘anima’ in February ‘24 which should reduce the need for patients to call us who can use the internet and allow our telephones to prioritise those who cannot contact us online. Please be aware while anima will improve how to contact us, anima is not increasing our staffing and once our GP appointment book is full the online portal will also be full. Medical requests are generally available via anima from 8am Monday to Friday. We understand how frustrating it is when you can’t be seen for a ‘routine’ problem, and when you try to contact us at peak times, but please be patient and kind with our staff while we try and process the demand on our service. Thank you again for taking your time to share your feedback. We believe all feedback helps us to deliver an improved service in future. Yours sincerely, James Leach Patient Service Manager
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Review titled Great Support from Receptionist
Rated 5 stars out of 5
by Jill - Posted on 04 April 2024
I visited Highlands Surgery with my daughter and the support the receptionist provided was great. She was kind, reassuring and efficient. Thank you
Visited March 2024
Review titled Meon Health Practice
Replied on 05 April 2024
Dear Jill, Many thanks for taking your time to share this wonderful feedback about the Practice. We are delighted to read about the great support you received from our receptionist at our Highlands site with your daughter and we have passed this on to the team. All of our staff are working really hard every day to try and deliver this level of care and service, and it so pleasing to read when our efforts are not only delivering this standard, but to be recognised and acknowledged by our patients. Thank you again for taking your time to share these kind words and we hope to continue delivering this kind of experience for you, your family, and all our patients. Kind regards, James Leach Patient Service Manager
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Review titled Prompt treatment
Rated 5 stars out of 5
by Biggs - Posted on 19 March 2024
Attended in person with concerns about my blood pressure I had taken readings at home due to increasing headache and fuzziness’. The receptionist asked me to take BP on surgery machine after sitting for 5 minutes. BP was very high. Receptionist was concerned and spoke to her colleague. She asked me to fill in a triage form and said someone would get back to me. Within one hour a GP rang me back and went through my symptoms. I was asked to return to the surgery to see the Duty GP who discussed my symptoms and proposed treatment. I was prescribed medication and scheduled for blood tests. This was what I had expected. I am very happy with my treatment at Meon Health Practice and want to thank the receptionist in particular who was very knowledgeable
Visited February 2024
Review titled Meon Health Practice
Replied on 19 March 2024
Dear Biggs, Thank you for taking your time to contact the Practice to share your feedback, and for submitting this five-star review! Your feedback of prompt treatment when you attended the surgery in person helps us understand what we are doing right and where we can make improvements. We are delighted to hear that you had a positive experience with us with the help of our knowledgeable receptionist and efficient response from our GP-led Triage Team and Duty GP following concerns with headaches and high blood pressure. We will ensure this is shared with our staff as positive reviews really help to motivate the team who are working their hardest every day to support our patients the best we can. Once again, thank you for sharing this experience with us and the wider community as this help to promote the services we offer to patients, and thank you for being part of our Practice. Yours sincerely, James Leach Patient Service Manager
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Review titled Good surgery
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2023
I was called into Jubilee surgery for an urgent assessment and given antibiotics, received a message from my doctor who had arranged a full blood test and a water test, I see a nurse who was extremely professional and very courteous, I received a follow up call from my doctor today who confirmed the test were all negative. I cannot speak highly enough of Jubilee surgery and all the doctors, nurses and receptionist, fantastic people.
Visited November 2023
Review titled Meon Health Practice
Replied on 04 January 2024
Dear Patient, Thank you so much for taking your time to write this five-star review. We are delighted to read about this wonderful experience you received at the Jubilee Surgery in November 2023. We’ve already shared your kind words with our team who we know this will mean so much to as we are all working extremely hard every day to ensure our patients receive this type of care. We’re so pleased that you had a fantastic experience from start to finish with our reception team, doctors, and nurses, and trust that you are now recovering well and wish you the best for 2024. Thank you again for this feedback, we truly appreciate it. Kind regards, James Leach Patient Service Manager Meon Health Practice
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Review titled No help available
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2023
We have been with this practice for over 40 years and have had excellent care in the past, but today I phoned in desperation as I am in severe pain in my right foot. I had spent 3 hours 3 days previously at Urgent Medical Care at Gosport where I was eventually seen by a Nurse who gave me exercises. This has made the pain worse. At 8.00 I phoned the surgery to be told there was a high number of calls and to try again later. When I eventually got through 15 mins later was red the triage list was full but if I needed to be seen to stay on the line. I was number 26 in the queue, 20 mins later I spoke to a receptionist who said it was impossible to give me an appointment today or indeed anytime in the future, by this time I was in tears. I begged just to speak to a doctor on the phone but that was impossible and I was told to go back to Medical Centre at Gosport,or phone again next week. I was a Nurse in the NHS for 28 years and I cannot believe the depths to which the service to patients, especially patients in severe has sunk. I haven’t been seen or worried the Meon Practice for month and months and yet I am now left with no option but to try again and again next week and in the meantime overdose on analgesia.
Visited October 2023
Review titled Meon Health Practice
Replied on 30 October 2023
Thank you for taking your time to share your experience with the Practice. We are sorry to hear about your experience you have referred to regarding your efforts to obtain a consultation. Unfortunately, like most practices, we do not have the clinical staffing levels to see every patient and do need to direct patients to other appropriate NHS services. I do hope you have since been able to either contact us or have received advice from a healthcare professional from another NHS service. If you would like to contact us to investigate this further you can do so either by: 1. Completing a complaints form, available to collect from reception 2. Completing a feedback form on the website: https://www.thehighlandspractice.co.uk/feedback-and-complaints/ 3. By letter to Complaints Team c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from a member of the Complaints Team Kind regards, Paula Parkes Communications and Engagement Lead
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
Absolutely abysmal. Have been trying to get something sorted for over a year. The surgery does not listen and I'm left in limbo. They refuse to acknowledge NHS guidelines and persist in trying to fob me off.
Visited October 2023
Review titled Meon Health Practice
Replied on 28 November 2023
Dear Patient, Thank you for taking your time to share this experience with us. We are sorry to hear about the awful service you have referred to regarding your ongoing needs for over a year, concerns that we as a Practice do not listen and refuse to acknowledge NHS guidelines, and we are persisting to fob you off, as you have submitted this review anonymously, we are unable to investigate and respond as directly as we would like to. To offer some reassurances to the levels of service we do offer, please be advised we have been working on many improvements to our services since we merged our three sites in Highlands, Whiteley, and Jubilee, just over two years ago. In the publicly available NHS Family and Friends Test data that was published from September 2023, 90% of our patients submitted a positive experience, but we are of course disappointed to read this is not reflective in your experience. You can look into this data further if you want to by using the NHS website: NHS England » Friends and Family Test data If you would like us to look into your concerns and see if there is support that we are not currently offering you, and to discuss the NHS guidelines you feel we do not meet, please contact us directly so that we can treat this case with the seriousness that is suggested in these comments. You can do this in the following ways: 1. Completing a Complaints Form, available to collect from reception 2. Completing a Feedback Form on the website: https://www.thehighlandspractice.co.uk/feedback-and-complaints/ 3. By letter to Complaints Team c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from a member of the Complaints or Management Team We trust this information is helpful and believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Service Manager
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Review titled Good experience
Rated 4 stars out of 5
by Anonymous - Posted on 11 October 2023
This morning was a prompt, professional and reassuring experience. I was seen within 3 hours of requesting an appointment at the partner surgery
Visited October 2023
Review titled Meon Health Practice
Replied on 30 October 2023
Thank you so much for taking the time to post this review. We do our upmost to ensure patients who contact us with urgent medical issues receive a consultation or advice that day. We really do appreciate your feedback and will circulate this to the wider team. Best wishes, Paula Parkes Communications and Engagement Lead