Hedge End Medical Centre - Ratings and reviews
Reviews
-
Review titled Mental health physical
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Not quite sure why the physical health assessments have been farmed out but my latest encounter resulted in lack of professionalism, competence and an acute inability to communicate on any level - let alone about the sensitive nature of health. This is such an amazing GP practice what's gone wrong? Having an annual physical health assessment because of a mental health condition is usually a really productive encounter that maintains my trust in the profession. However, my latest experience was quite the reverse and one that I will not be repeating. If the provision of services change then the level of quality, and essentially competence by the care provider shouldn't. I will not be exposing myself to this experience again.
Visited May 2023
Review titled Hedge End Medical Centre
Replied on 17 May 2023
Dear patient, We are so sorry that you've had this experience. We would really like to investigate this, please do contact our patient experience manager, Jo, on hiowicb-hsi.hemcfeedback@nhs.net. We are keen to ensure that we are providing a good service and happy to take on board feedback where an experience has been less than satisfactory. To answer very generically, practices locally have been supported in our physical health checks for patients with serious mental illness by Solent Mind - we are still offering these checks with a GP, but the initial part is currently with Solent Mind. You will also get a follow up invitation to see the GP (generally around the month of your birth). Sorry you've had a poor experience, but please don't let that put you off accessing our practice for these in the future.
-
Review titled Great flexibility and responsiveness
Rated 5 stars out of 5
by Daniel Giles - Posted on 17 March 2023
I wanted to express my gratitude for the Hedge End Medical Centre team this week. I had two different reasons to visit the doctor this week. On both occasions I was contacted within 2 hours of submitting the econsult and seen by the doctor within 6 hours of submission. They were quick, responsive and flexible. There was an issue with my prescription which they dealt with quickly so I could start treatment immediately when they could have asked me to wait until the morning or Monday. Thank you!
Visited March 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Thank you so much for taking the time to let us know about your positive experience. We do feel that eConsult works really well in helping us to prioritise the needs of patients who are unwell, so it is gratifying to hear it directly back. We really appreciate you doing this, and your feedback will be passed to the team. Thank you.
-
Review titled No appointments
Rated 1 star out of 5
by Nigel Lush - Posted on 25 March 2023
Have an on going issue since September last year, had blood tests etc , same issue continues couldn't get an appointment, finally got an appointment, only for Hemc to cancel great ! No appointments released this week or at the hub just waiting ! Not really acceptable, hopefully someone does contact me as advised to rearrange the appointment.
Visited March 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Sorry you have struggled to get an appointment. It sounds like your need has been assessed as routine, and you are struggling to get a routine appointment. We currently have some unexpected absence in the GP team, which has meant we have had to postpone some of our routine capacity to ensure we have enough capacity for the urgent needs of patients. We have kept the list of people we have needed to cancel so we will booke them back in when we have more capacity - we hope to be in contact this week with a new appointment. So sorry for the inconvenience, please do get in touch with our feedback address if you have problems ongoing: hiowicb-hsi.hemcfeedback@nhs.net.
-
Review titled Really helpful team
Rated 5 stars out of 5
by Sally Marsden - Posted on 22 February 2023
Attended yesterday. The Reception team are always friendly and welcoming. Very willing to help. I had excellent service yesterday. Much improved service. Lovely team of Dr’s. working under great pressure. They are doing their best despite what you might think.
Visited February 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Thank you so much for your feedback about the different parts of the team, we really appreciate when someone takes the time to let us know we are doing well. It will be passed on to the team.
-
Review titled Best Care
Rated 5 stars out of 5
by Anonymous - Posted on 10 February 2023
Hedge End Team is the best . You have helped me so much during the last six months and during major surgery. You have supported me and provided excellent care in my time of ill health . You are all appreciated so much in what you do each day . Thank you for your kindness and care when you need it most .
Visited January 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
So lovely for you to have taken the time to feed back your experience of the Practice. Your appreciation has been passed on to the team. Thank you!
-
Review titled Poor service and attitude
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
My elderly mother waited in for a phone call from the Dr that she had already had to wait a week for. Didn't phone when agreed an then lied about calling when she phoned them. Rather than apologise and arrange a call later that day the receptionist said she would book a call for a weeks time. This is just one of a number of examples I could quote regarding the ever reducing level of service provided by the practice. She was only having a phone call as the reception staff have all but forbidden face to face appointments. Someone should remind them that they have no medical qualification.
Visited October 2022
Review titled Hedge End Medical Centre
Replied on 04 January 2023
I am sorry to hear that your experience has been poor. It is obviously difficult to respond to your statement without identifiable information, but we are happy to investigate should you wish to contact our Patient Experience Manager, Jo on hiowicb-hsi.hemcfeedback@nhs.net. We can listen back to phone calls and check exactly what information was given. The practice policy around appointments is that the GPs suggests whether a face to face or telephone appointment would work best for the type of request, but where a patient prefers to be seen when a telephone appointment is recommended, we offer this where practical. Around 2/3 of our GP appointments are face to face. I'm sorry if this wasn't offered for this appointment. Our reception team have not "forbidden" face to face appointments, and they always work to the protocols set by the GP Partners, so if they are giving information, it is based on these protocols, not on their opinion. As I mentioned, we would be happy to address your concerns if you wish to contact us.
-
Review titled Great practice
Rated 5 stars out of 5
by Amy - Posted on 28 September 2022
Receptionists are friendly and patient, econsultants always answered in a timely way and I've never had any issue receiving Doctor call back/face to face (if needed). Most recent contact was with a lady sorting my prescription and she was very efficient and again patient with me and my tricky medication request when the chemist were unable to get the dose needed. I am leaving review because I have experienced some terrible problems with my elderly father's surgery in another area, and I have been praising Hedge End Medical Centre to my family today. Thank you to the lady who phoned me on the 26th October (I didn't catch her name) for sorting my prescription for being so kind when I was so flustered 😊
Visited September 2022
Review titled Hedge End Medical Centre
Replied on 14 October 2022
Thank you so much for the lovely feedback. We are very proud of our team and this message will be passed on to them. Thank you!
-
Review titled Not able to get a non urgent appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
Have done an econsult, told to make an appointment, tried phoning weds, working Thursday when appointments are released, was told to do another econsult because I’m at work on both days appointments are released, how is another econsult gonna help me get another appointment, if an appointment is non urgent just book in when nxt available appointment are available like they do at the dentist, I still need seeing clearly as doctor has told me to make an appointment but I can’t, I have skin cancer and want another suspicious bit checked but it’s still non urgent Frustrated and angry is the understatement, used to be a brilliant surgery with nice receptionists, now not so much!
Visited July 2022
Review titled Hedge End Medical Centre
Replied on 14 October 2022
Thank you for feeding back, and I'm sorry you have struggled to get a routine appointment. We, like all GP practices have seen an increase in demand for appointments over the last two years, and we have had to change our systems so that the people who are most unwell are prioritised. This does mean that needs which are assessed as routine after submitting an eConsult will struggle more to access an appointment as there are not enough to go around. We ask patients to call, as you have done, as appointments are released for our practice every Wednesday and Thursday. There are also appointments released at the ESP Primary Care Hub, which can be accessed by calling us - these appointments are released at various points in the week, a Monday morning is often a good time to try, but you can call us any time we are open. I would encourage you to submit another eConsult if you are still not able to get an appointment, and explain in it the problems you have encountered. Thank you for your patience.
-
Review titled Unable to get a non urgent appointment
Rated 3 stars out of 5
by Anonymous - Posted on 22 June 2022
Did an e consult. Was asked to make a non urgent gp appointment. These are released at 11am on a Wednesday and 4pm on a Thursday. Lines permanently engaged. Unble to get an appointment. This is an unworkable process. If the econsult assessment Infictates a gp apointment is required, why do not the surgery make the appointment. The current system is a lottery. This used to be an excellent practise. They are now overloaded, with too many patients and processes that are potentially flawed.
Visited June 2022
Review titled Hedge End Medical Centre
Replied on 22 June 2022
Thank you for your comments and sorry that you have had problems with the system we have. You are quite right that we are overwhelmed with demand, as are all GP practices nationally. Our current system prioritises those with the most urgent medical needs, but we accept that this is at the expense of those with more routine need. Although this is a safe system, we agree it is frustrating for patients. We are trying to make it easier for patients to make routine appointments, and currently investigating if booking via a link is a workable solution. This won't give us more capacity however, but it should make it less frustrating for patients to access. If your routine need has changed and your symptoms are more urgent, please complete another eConsult and it will be re-assessed. We would encourage you to raise this with your local MP to help support General Practice receive adequate funding to meet demand. Thank you for your support.
-
Review titled Never get an non urgent appointment
Rated 2 stars out of 5
by Mrs BOWERS - Posted on 27 June 2022
I filled out an e consult,then get a text to ring every wednesday or thursday to book a non urgent appointment,always booked up,poor system
Visited June 2022
Review titled Hedge End Medical Centre
Replied on 14 October 2022
Thank you for feeding back, and I'm sorry you have struggled to get a routine appointment. We, like all GP practices have seen an increase in demand for appointments over the last two years, and we have had to change our systems so that the people who are most unwell are prioritised. This does mean that needs which are assessed as routine after submitting an eConsult will struggle more to access an appointment as there are not enough to go around. We ask patients to keep trying, as you have done, as appointments are released for our practice every Wednesday and Thursday. There are also appointments released at the ESP Primary Care Hub, which can be accessed by calling us - these appointments are released at various points in the week, a Monday morning is often a good time to try, but you can call us any time we are open. If in the meantime your need becomes more urgent, or your symptoms change, please do submit another eConsult and the GP will reassess your problem.