Meon Health Practice - Ratings and reviews
Reviews
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Review titled Great service
Rated 5 stars out of 5
by Kerry - Posted on 06 May 2023
Raised a concern over elderly parent's medication and within a couple of hours a lovely gp had mae a home visit, checked thoroughly and explained clearly. Have always had quick response when contacting recently for parent & gps we have seen have all been wonderful done everything they can to help. Nothing seems too much trouble & we never feel rushed & follow up appointments made when needed.
Visited April 2023
Review titled Meon Health Practice
Replied on 15 May 2023
Dear Kerry, Many thanks for taking your time to provide your feedback on our services. We are delighted to receive your five star review of great service regarding your recent contact to us requesting a home visit for your concerns. We have shared your positive words with the team, and we really appreciate the positive recognition you have given, and knowing you’ve had a good experience with us. All our clinical and clerical staff are working hard every day to deliver the best possible care to all our patients and when we can share positive feedback like yours with our staff it makes all the difference to us. Thank you again for taking your time to contact us with this feedback and we will endeavour to deliver you this experience of service again. Kind regards, James Leach Patient Services Manager
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Review titled Gone downhill faster than an Olympic skier
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2023
Out of frustration I used a private GP to get a referral in March. It was sent to the Highlands Practice. I waited until mid May to chase, initially I was told it had been sent. The next time I called I was told it hadn't been sent. The time after that I found it it had eventually been sent, but to the wrong place so it was rejected. Late May I called again, got a call back, but I was away, so we eventually spoke in June. The GP agreed to send the original referral to the correct place. I called last week (late Oct) and was told it was sent late September. To date I've heard nothing. But as the call was ending the person said "eer, oh" as is she was going to say something about the referral but then just ended the call. I've checked my NHS account and no referrals are showing so I am not optimistic. Prior to the merge, creating Meon, the service was good. The calls were answered in a reasonable time. You could get an actual appointment. You could use econsults, which were invaluable for people like me who have jobs! Now you have to queue at 8am to fill in a paper version, which makes no sense. It's a total disaster. I've heard some stories that make my situation very trivial. But it's 2023. We all deserve better.
Visited March 2023
Review titled Meon Health Practice
Replied on 06 November 2023
We are sorry to hear that you have not heard about your private referral requested earlier this year. We are currently processing referrals within 2-5 days of them being raised by patients/staff members. We would like the opportunity to investigate and explain what has gone wrong with your referral and put it right for you. If you would like us to do this, please could you let us know by contacting us via our website/chase a referral section at: https://www.thehighlandspractice.co.uk/navigator/track-a-referral/ Kind regards, Paula Parkes Meon Health Practice
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Review titled It is impossible to get appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2023
It is impossible to get appointment even if you phone first thing in the morning. I have tried many times. Even if you go to the surgery. Complaining is a waste of time. Basically, they want you to go to Hospital. Also, via their web site they will get you to sign up to a service which is called Patient Access which is no help whatso ever. It just a site for commercial payment heath care. I’m absolutely had enough. Absolutely disgraceful
Visited March 2023
Review titled Meon Health Practice
Replied on 14 March 2023
Dear Patient, Many thanks for taking your time to provide this feedback and we are disappointed to see you have had a negative experience with our surgery. We are very sorry that there are difficulties with access for appointments with a GP. We are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the clinical capacity to see everyone. In the month of February this year we offered over 5,000 consultations with our same day clinical teams in response to patient contacts on the same day and this is not inclusive of any proactive work the GPs offer in addition to daily demand for appointments from our patients. Included in this number were over 1,000 routine consultations, and over 1,600 of these were face-to-face appointments. We do of course apologise for any frustrations and inconvenience caused to you in your contacts our services to request an appointment. As we returned to routine service after the pandemic, we made some changes to our service so we can ensure we have a clinically safe and robust system in place for our patients. We are currently operating a same day GP Triage service and, depending on the clinical staffing on the day, will offer as many routine appointments as possible each day before we reach full capacity. Our access status will be pre-recorded on our telephones, and updated daily, to confirm with callers if we have ‘routine’ or ‘urgent’ access each day to avoid any frustrations of holding for any length of time to be told there are no appointments available. The Management Team are reviewing our availability for appointments daily, and monitoring this throughout each day, to ensure that we can allocate appointments to those who do need us the most, while offering as much routine access to our patients as possible. We are operating a same day service to ensure that urgent appointments are available each day for those who need clinical support urgently. With the nature of a same day service, we are asking patients to contact us on the day they are available for their consultation. We understand how frustrating it is when you can’t get an appointment, but please be as patient as possible with us and our staff and contact us another day when we hope to be able to help you. 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 Meon Health Practice
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Review titled Doctor appoitment
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
I telephoned to ask to speak to a doctor regarding my existing condition. I was told that all appointments were gone for the day and would need to call back as near to 8am as possible. The problem is that all the appointments for the day are full by the time the phone is answered, I keep being fobbed-off and told to call back the next day. However the problem is the same the next day. This is unacceptable.
Visited March 2023
Review titled Meon Health Practice
Replied on 07 March 2023
Dear Patient, Many thanks for sharing your feedback regarding the surgery. We are sorry we were not able to offer you an appointment yesterday. We are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the clinical capacity to see everyone. We have a large, dedicated team answering calls as fast as they can, and we have reduced wait times progressively as part of our ongoing improvement plans. Monday is our busiest day and nearly all of the 241 patients we consulted yesterday had urgent medical problems which took priority. Unfortunately, we do have a limited capacity each day and we understand how frustrating it is when you can’t get an appointment, but please be as patient as possible with us and our staff. We would encourage you to use the 111 online service to get medical advice and please do contact us again if 111 recommends assessment by a GP. We take all feedback very seriously and will use this to improve our services moving forward. We trust this information is helpful and believe we will deliver you an improved service in the future. We take all feedback very seriously and will use this to improve our services moving forward. Kind regards, James Leach Patient Service Manager
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Review titled Great service
Rated 4 stars out of 5
by Rachel - Posted on 23 February 2023
I went into the surgery this morning at 8am to ask for a routine appointment I was greeted by a lovely receptionist and was asked to fill out a form and once told it had been looked at I’d be contacted and told when my appointment would be. I then received a text about an hour later asking if I could get to the surgery for 10:35am for a blood test. I went for the blood test and then got another text saying I will get a call from a GP on Monday. I feel the surgery gets lots of negative comments as people are quick to complain but not so quick to give credit where credit is due. Thank you to you all.
Visited February 2023
Review titled Meon Health Practice
Replied on 07 March 2023
Dear Rachel, Many thanks for sharing your feedback with the surgery. We are delighted to hear the practice has delivered you this standard of service and will share your kind words with the team. Our staff do work incredibly hard under increasing pressure and we do this with the belief we can support all our patients with this level of experience. Thank you again, your support truly means a lot to us, and our staff and we hope to deliver you, and all our patients, this level of service consistently in the future. Kind regards, James Leach Patient Service Manager
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Review titled Great service
Rated 5 stars out of 5
by Bill Wright - Posted on 07 February 2023
I was concerned about my cholesterol level and went into the surgery to see if I could request a blood test. The two ladies on reception were really helpful and passed my request to a GP. Within in 2 hours I had a call from one of the receptionists to let me know my request had been processed. Great service!
Visited February 2023
Review titled Meon Health Practice
Replied on 07 March 2023
Dear Mr Wright, Many thanks for taking your time in sharing your feedback with the surgery. We are delighted to hear the practice staff has delivered you such a high standard of service and will share your kind words with the team reception and GP teams. Our staff are working incredibly hard under increasing pressures, when resources are very low, and we do this with the belief we can support our patients with these types of positive experience. Thank you again, your support really means a lot to us and our staff, and we hope to deliver you, and all our patients, this level of service consistently in the future. Kind regards, James Leach Patient Service Manager
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Review titled Dreadful Service!
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
Impossible to see a GP. Since COVID this surgery is dire. Receptionists giving you advice for your health! Triage calls not made! Complaining is a waste of time. Basically they want you to go to A&E, which is putting the hospitals under more strain! When are things going to improve! When can patients get real advice from clinicians? I’m absolutely had enough. Mental health is being affected. You dread being ill, as you don’t know what will happen to you. Absolutely disgraceful!
Visited January 2023
Review titled Meon Health Practice
Replied on 25 January 2023
Dear Patient, Many thanks for taking your time to provide this feedback and we are disappointed to see you have had a negative experience with our surgery. Please be advised that while we appreciate there are difficulties with patient access to appointments with a GP, due to a national shortage of GPs available in General Practice, in the month of December last year we offered over 3,000 consultations with our GP Team in response to patient contacts received on the day and this is not inclusive of any proactive work the GPs offer in addition to daily demand for appointments from our patients. Regarding our reception team, we would like to reassure you we have strict guidelines for our receptionists not to give clinical advice to patients regarding their health and request you contact us directly so we can investigate this further. Regarding an incomplete contact by us in response to your Triage GP request, we would also request you to contact us regarding your concern of triage calls not being made further as we aim to respond to all patient contacts on the same day they are received, and we would like to investigate why this has not happened in your experience. Regarding our service putting hospitals under more strain, we would like to reassure you that we only advise people to go to A&E when clinically appropriate as there are some levels of clinical care that we are unable to offer, and the hospital services would be better placed to offer clinical support for those who are appropriately directed to an A&E service – something that mental health would not be applicable to – and we would always do our best to offer support for those struggling with their mental health. Regarding patients not receiving advice from a clinician, please be assured that our patients do receive real advice from our clinicians when we have received their requests, and should there be need to address this not being the case in your contacts to us, we would want to investigate this and offer an appropriate resolution to your concerns if applicable. Should you wish to discuss this further, please contact us directly in any the following ways: 1. Completing a Complaints Form, available from reception 2. Completing a Feedback Form on our website 3. By letter to Patient Services Manager c/o 102 Highlands, Fareham, PO15 6JF 4. By Telephoning a Patient Service Manager We trust this information is helpful and believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Services Manager
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Review titled No way for me to get an appointment or treatment
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
In March 2022 this group of gp surgeries turned off eConsult and the only alternative since then has been to phone during office hours and hope that you get answered under 30 mins (40+ has been my experience). For many of us that work this is impossible. For example I can only phone during 30min lunch and after time to get to a private place and back that leaves 20mins while eating lunch and that isn't long enough to get through at busy times. Even if you're lucky to be added to the triage list and get a call back you then have to be able to take that call and may be requested to attend the surgery at a random time during the same day which again is impossible for many workers. The last means uses to be a friend or partner getting a form from reception and posting it back in their request box outside at night for the next day's triage list however they have now banned that on the basis it cannot be urgent! I have complex health problems and frequent infections that need treatment but now have no way to obtain care unless I take a day off work and hope I get through and triaged for that day and not pushed back onto the next day's list.
Visited January 2023
Review titled Meon Health Practice
Replied on 07 March 2023
Dear Patient, Many thanks for sharing your feedback regarding the surgery. We are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the clinical capacity to see everyone and we are sorry you have struggled to get an appointment with us. Unfortunately, we do have a limited capacity each day and we understand how frustrating it is when you can’t get an appointment, but please be as patient as possible with us and our staff. We also wish to reassure you that any ‘urgent’ symptoms, like infections, are given priority of care regardless of your time of contact to us and apologise for any miscommunication made when you have contacted us to discuss these concerns. We have a large, dedicated team answering calls as fast as they can, and we have reduced wait times progressively as part of our ongoing improvement plans with our data showing the average wait at peak times of the morning in January and February this year is around 14 minutes. We did temporarily suspend the eConsult service and are continuing discussions with the eConsult providers, as well as other digital services, to provide an online consultation service and we intend to reinstate a digital offering once a patient friendly and clinically suitable solution is available. We take all feedback very seriously and will use this to improve our services moving forward. 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 Very pleased
Rated 5 stars out of 5
by Laura - Posted on 04 July 2023
I have many health issues and I have always found the practice to be very effective in offering the right treatment and support for me and also for my 3 children. I have always felt listened to and my concerns have been dealt with appropriately. I recently reached out for help regarding my mental health and I am very happy with the support that I have received. I would like the econsult service to be reinstated as it’s not always possible to wait on the phone. I have found that the waiting times have improved greatly over the last few months.
Visited January 2023
Review titled Meon Health Practice
Replied on 05 July 2023
Dear Laura, Thank you for taking your time to write this feedback to the surgery. We are so pleased to read your comments that you and your children are getting such brilliant support from the team. Our staff are working their hardest every day and when they receive recognition of their efforts it truly means a lot, so thank you again. Regarding the currently suspended eConsult service, we are reviewing various options and hope to reinstate a digital system once we have agreed the most appropriate platform to ensure clinical safety and improved access for you and all our patients. We are also pleased to see you have experienced and noticed the improved telephone waiting times as this has been an ongoing priority of our over the past year. There have been various improvements made including, but not limited to, increased staffing levels, adjustments to the telephone system, and changes to our internal processes, which we are pleased to see are having a positive impact on our patients experiences. Thank you again for your time in writing this review and we trust you will continue to receive this level of service. Kind regards, James Leach Patient Service Manager
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Review titled Seriously disappointed
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2023
Tried to make an appointment for my wife on 9th Jan 2023, could not get through on the phone, went to the surgery, filled out a form, and left with reception, shortly after arriving home again my wife had a phone call, the person spoke to my wife but nothing to do with her problem but she was told Mondays were for emergencies only and could she either phone tomorrow or come to the surgery tomorrow. My wife has had her problem for now a little under two years, and really has not had any respite with her condition, the previous surgery we were with didn't help, she and I have tired many types of lotions and potions but to no avail. Now after all this time she still can't get an appointment to see a doctor face to face to help with the problem. I find it very difficult to understand why things do not work anymore, a simple appointment to see a doctor for that doctor the help a patient. What has happened to this countries beloved NHS? too many managers not enough on the ground staff, there was a saying if not broke don't fix it but now it's such a mess no one knows how to fix. I have said my piece but things will probably not change and appointments to see a doctor will be just as difficult.
Visited January 2023
Review titled Meon Health Practice
Replied on 10 January 2023
Dear patient, Many thanks for taking your time to submit your feedback regarding your recent contact to us. Please be advised that improving our telephone service for our patients is a top priority of ours and the data we use to monitor our improvements does show we are reducing patient wait times, and improving access to us via the telephone. In order for us manage appointment availability safely each day, and ensure we are able to offer clinical care to those who need us urgently on the same day, we have to monitor clinical staffing and absences. We recently decided not to offer non-urgent (routine) appointments on a Monday (9th January) and we will try to offer routine access wherever possible between Tuesday to Friday but, depending on planned and unplanned unexpected clinical absences, are unable to guarantee when this will be. Communication regarding daily appointment access is always pre-recorded and communicated to patients when phoning the surgery to ensure people do not wait unnecessarily. We do, of course, ensure urgent face-to-face care is available to those who need us, and have offered a total of 2,508 face-to-face consultations in the last month, at an almost 50% ratio of our total GPs and Urgent Care consultations, at a time where demand was increased by as high as a 31%, while operating with less clinical staff due to planned leave and our own sickness within the workforce. We trust this information is helpful, apologise again for any frustrations you and your wife may have had, and believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Services Manager