Meon Health Practice - Ratings and reviews
Reviews
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Review titled Patients are blocked from booking appointments
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
Not sure how this practice is now running is now only working with private patients. GP gave me meds for 4-6 weeks to 'see' then come back and we will decide if we need to refer to hospital. No repeat prescription it's about to run out and can't access GP and I'm skipping days on the medicine to make it strech. I wrote in via anima health (admin request) they rejected it - said do a medicine request (it's constantly grayed out). I call at 8am the message says we are at capacity call another day. I drive to the branch explaining medicine is finished they say I have to line up outside only at 8am to get a chance to be booked in. Told try anima at 8am on the dot.......I did and it said full capacity. I have video evidence of my calls on hold 28 in the queue and screenshots of anima full at 8am. This surgery has taken on too many patients clearly.
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 difficulty getting an appointment for your prescription. Please be reassured we only see NHS patients and do not run a private service – we apologise if there has been a miscommunication to you with this. Regarding difficulty getting an appointment, we are working very hard every day to meet patient demand, but we, like all GP surgeries, do not have capacity to see every patient when they feel they need to be seen. Last month (March) we held over 16,200 consultations with over 5,300 appointments offered via our daily triage. In this were over 1,000 routine appointments which is in addition to all clinical admin work (e.g., prescriptions, test results, requests from Hospitals, etc). Many of the other 10,900 appointments are booked via NHSApp (e.g., smears and blood tests), self-booking links (e.g., health reviews) or when follow up is needed. With our same day triage, although you may need to contact us on multiple days for a ‘non-urgent’ appointment, this is typically sooner and safer than asking patients to wait up to six weeks. To support our patients and staff, we review available capacity each day to ensure we have same day access to our patients who need us most after our appointment book is ‘full’. As part of improvements on how to contact us, we introduced ‘anima’ in February but while this should improve how to contact us, anima is not increasing our capacity and when our appointment book is full you will not be able to get medical help online. In the last four weeks, we received over 360 medical requests from patients online via anima and you can generally submit medical requests from 8am Monday to Friday. We cannot confirm how we responded to your medication requests as this is anonymous feedback and each unique request requires a response appropriate to its clinical context. Depending on the context to your prescription, we may have added you to our pharmacist or GP appointment book, approved your request at source, instructed you to request a ‘routine’ appointment, or various other potential outcomes. 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 in the experience you describe 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 Cannot get an appointment
by Emma - Posted on 29 April 2024
I have been trying to get an appointment for some time for suspected skin cancer and I just cant get one. Every time I call I am told the appointments are gone. I've given up now and the Anima is useless. I guess I'll just leave it now as it's so deflating not getting anywhere with this surgery.
Visited April 2024
Review titled Meon Health Practice
Replied on 30 April 2024
Dear Emma, Many thanks for your time providing this feedback and we are sorry we have not met your expectations as our patient. Please be advised that while access one of our most challenging circumstances, as access is a national issues for all GPs, we always ensure urgent care is available to patients who need us on the day of their contact. Given the context of your feedback around concerns of suspected skin cancer, this is not a clinical request that would be ignored, and we are extremely sorry and disappointed if you have been advised otherwise. Please take this as reassurance our team will discuss concerns of cancer for our patients and while anima may not be open to actively submit medical requests due to our limited clinical capacity to manage requests each day, if you telephone the surgery or visit us in person, our staff will take your information regarding concerns of suspected skin cancer for clinical assessment by our GP-led Triage Team to make a decision around the best treatment plan based on the information you provide. We cannot directly respond with how we communicated with you to your previous attempts to discuss this with us using only your first name as 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. As 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. By letter to Complaints c/o Meon Health Practice, 102 Highlands, Fareham, PO15 6JF 3. By telephone In the meantime, please take this as reassurance that our team will take any suspected cancer concerns seriously and an appointment would be given to discuss this if appropriate, given the context of our written response details above. 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 Unable to get a routine appointment
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
Awful process this practice has for booking an appointment. It's like a game of roulette whether you get through in time at 8am or not. Recently completed a survey as requested and my reply effectively said, please book an appointment but it's not urgent so don't book an appointment if you can help it, we have no staff and avoid calling or getting ill during the summer holidays.
Visited August 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Thanks for taking your time to provide this feedback and apologies in our delayed reply. We are disappointed to read we have not met your expectations when contacting us for a 'routine appointment'. 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 despite employing 2 new salaried GPs in August (at your time of writing), we are unable to fulfil as many appointments as we would like, or to meet our ever-growing patient demand. During the month of August, we were proactive and honest with our open communications that due to clinical staffing levels with both planned leave and unexpected absences, we did have limited routine access. Despite a difficult month in August, which is a historical theme due to the school summer holidays when staff take extended leave to be with their families, we did make improvements to routine appointments in 2023. To reassure you of our daily GP triage processes and improvements made to appointment access, our 2023 data review showed we increased our appointment access by more than 2,200 consultations, more than doubled our face-to-face appointments, and increased our routine offering compared to the same appointment data in 2022. Where possible we may advise patients to use https://111.nhs.uk/ to help manage minor medical problems, as many minor ailments are easily treated at home or with advice from your local pharmacist. We understand how frustrating it is when you can’t get an appointment for a ‘routine’ problem, but please be as patient and kind with our staff while we continue to try and process the demands on our services. Thank you again for your time writing this review and we believe you will receive a better experience in future. Kind regards, James Leach Patient Service Manager
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Review titled Poor service
Rated 2 stars out of 5
by william mcnulty - Posted on 16 February 2023
Attempted to obtain a repeat painkiller using my phone. I do not have broadband and I am not able to drive. The practice refused to help.
Visited February 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear William McNulty, We are sorry to read this review and apologise for our delayed response to you. From the information you have provided, we believe you have contacted us by telephone to request medication which unfortunately is not something we offer as standard. The reason we do not allow patients to submit medication requests by telephone is for patients safety as there is risk of our staff requesting incorrect medication. All medication requests are therefore required to be submitted in writing by our patients to avoid mistakes, and these requests can be submitted in person to any of our three surgeries, using our Practice website for repeat medications, or using the NHS App or Patient Access systems. We are sorry that we did not meet your expectations given these processes specific for medication requests, and thank you again for taking your time to make us aware of your experience. Meon Health Practice takes all patient feedback seriously and will use this to review our services for potential improvements where possible. We trust this information helpful and believe we will deliver an improved service in future. Kind regards, James Leach Patient Service Manager
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Review titled Speed & efficiency by the practice
Rated 5 stars out of 5
by Anonymous - Posted on 13 January 2023
Having just seen the midwife with my six day old newborn baby who was recording a temperature of 38.6 I was recommended to urgently see the GP as all other signs were he was well baby, but something wasn't right. I went straight to Jubilee surgery and spoke with reception in person. They could see I was a concerned mother and made me feel heard and cared for straight away. With speed they registered him at the surgery as I was yet to do this having only just given birth. I was told a doctor would see us as soon as possible. This all happened within 20minutes. The doctor assessed him and talked everything calmly through with me. They explained they would call and speak with QA. I was given a letter and how they thought it was best we go straight to CAU at QA for a once over as the temperature was still over 38 and clearly a red flag for something. Arriving at QA CAU they were expecting us as the surgery had called in advanced as we knew. Once seen and various tests done it was confirmed he had Group A Strep and Bacterial Meningitis. Time was crucial and thanks to the Jubilee surgery we cannot be more grateful how quickly and efficiently they helped us and ultimately helped get our little boy having the correct medicine as soon as possible to save his health. We will be forever grateful to all involved.
Visited January 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Thank you so much for taking your time to provide this five star review. We are so pleased to read this review after some historical issues with our Profile Manager which are now resolved. We have already shared your lovely words with all our Meon staff and we know how pleased everyone will be in your acknowledgement of the services offered to you and your new baby at the Jubilee surgery, especially in such concerning circumstances. We trust all is well now with you and your new family, and thank you again for sharing this experience with us. Our staff are working incredibly hard every day and it means so much when we receive reassurance the care and safety of our patients is delivered to this standard. Kind regards, James Leach Patient Service Manager
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Review titled Terrible service!!!
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
This is the second time I have been unable to contact the gp . Phone lines have been shut down completely , just a recorded message -even when phoning dead on 8am. I have tried phoning through the last few days at various times - it just cuts you off . E consult service has been removed for months ! No way to email. The only way to get help is to physically go to the surgery at 8am and queue - to fill out a paper consultation . This service is terrible , it’s discriminatory against people who are not able to physically leave home or get to the surgery . Some people are unable to stand in the freezing cold for a chance of a call back ! Only to be told sorry no more appointments try again tomorrow . Ended up having to ring 111 just to get a basic phone call . Please something needs to be done !!!
Visited December 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Many thanks for taking your time to provide this feedback and apologies for our delayed response. Having resolved technical issues with our NHS Profile, we are pleased to now address your concerns. Regarding access to appointments, we are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the capacity to see everyone despite employing 2 new salaried GPs in August 2023. We continue to operate a same day GP Triage service and, depending on clinical staffing each day, we offer as many ‘routine’ appointments as possible before we reach capacity. With a same day service, although you may need to contact us on consecutive days before getting a ‘routine’ appointment, this is typically a much sooner and safer pathway than the alternative in asking patients to wait up to six weeks for a ‘routine’ appointment. It is also important to highlight our clinical staff can be required to work beyond the recommended levels to meet patient demand, and we must consider their health and well-being, as well as that of our patients. To reassure you of this process and improvements made since your contact in December 2022, our 2023 appointment data showed we increased our service by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the same data in 2022. Regarding difficulties contacting the Practice, our telephone wait times continue to be a top priority and we have made significant improvements to these during 2023 also. You can read about these improvements and key service information by signing up to our Patient Newsletter on: https://www.thehighlandspractice.co.uk/navigator/patient-participation-and-focus-groups/ To sustain and build on these improvements already made, and to address your concerns of digital access (eConsult), we plan to introduce a new website including a new digital consultation system for patients to submit requests remotely (online) called 'anima' at the end of February. We apologise that we did not meet your expectations at the time of your review and we believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Service Manager
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Review titled One way communication
Rated 1 star out of 5
by Vivian Hall - Posted on 09 November 2022
The current methods of communicating with this service are not working. An hour to speak to a receptionist who has to refer to other staff members or advise you no appointments are available. Advised to call 111 who will not act during surgery hours. Patients are being ping ponged away just to clear the phone lines. The GPs if you are lucky enough to win the phone lottery are usually great. There are serious administration issues with the appointment systems and availability within this group. Needs a complete overhaul to offer a service suitable for the patients taken on. In what way is waiting for an hour to speak with a receptionist acceptable? Not all patients are able to visit in person and need to use the phone Dreadful service getting worse week by week.
Visited November 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Vivian Hall, Thank you for your time writing this review and apologies for our delay in response. We are retrospectively replying to all historical feedback after resolving technical issues with our NHS Profile Manager. We are sorry to read that our services have not met your expectations and we would like to reassure you that we have made significant improvements since your contact to us in November 2022. For example, our 2023 appointment data shows our current triage system increased patients access to appointments by more than 2,200 consultations, more than doubled our face-to-face offering, and increased our routine access compared to the same appointment data in 2022. We have also made significant improvements to our telephone services and wait times with ongoing recruitment of staff and training other admin teams to support this where possible, but we do our best to respond to patients as quickly as possible. To sustain improvements, we have made to our patients experience and care, we plan to introduce a new website and better digital access at the end of February, and we believe this will help deliver you and all our patients an improved experience in future. We would also like to reassure your comments of how the services is getting worse each week as our patients have acknowledged the improvements we are making. In our Patient Experience Meeting held just this morning (01/02/2024), we were able to celebrate our NHS Friends and Family response data has gone up each month. In the months of October, November, and December 2023 our good/very good response scores have increased from 91% to 92% and 94% respectively. These numbers are testament to the hard work we have made as a Practice throughout 2023 and we trust is reassuring for you as a patient. Thank you again for taking your time to provide this feedback, and we believe we will deliver you an improved service in future. Kind regards, James Leach Patient Service Manager
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Review titled Unable to help
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2022
3rd day of trying to get through, luckily this time no meeting interrupted the 50 minutes that I was on hold, only to be told urgent appointments only for the foreseeable future. Same day appointments only. Basically understaffed and unable to help with normal medical issues that are outside of a website normal questions.
Visited October 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Many thanks for taking your time to provide this feedback and we are sorry for our delay responding to you. Since resolving issues with our NHS Profile, we are now pleased to be able to acknowledge our patients feedback. Regarding concerns of difficulty contacting the Practice, our telephone wait times continue to be one of our top priorities and we have made significant progress throughout 2023. You can read more about these improvements and other key service information in our newsletters. You can sign up to our Patient Newsletter on our website: https://www.thehighlandspractice.co.uk/navigator/patient-participation-and-focus-groups/ To sustain improvements made to our patients experience and care, we aim to introduce a new website at the end of February with better digital access, as well as ongoing recruitment of staff and training other admin teams to support this where possible, but our phone lines are of course busiest first thing at 8am and we do our best to respond to patients as quickly as possible. We are currently operating a same day GP Triage service and, depending on clinical staffing each day, we offer as many ‘routine’ appointments as possible before we reach full capacity. Our access status is pre-recorded on our telephones, and updated daily, to confirm with callers if we have ‘routine’ or appointments or if our ‘routine’ appointment book is ‘full’ to avoid frustrations of holding for any length of time to be told there are no ‘routine’ appointments available. With a same day service, although you may need to contact us on consecutive days before getting a ‘routine’ appointment, this is typically a much sooner and safer pathway than the alternative in asking patients to wait up to six weeks for a ‘routine’ appointment. It is also important to highlight our clinical staff can be required to work beyond the recommended levels to meet patient demand, and we must consider their health and well-being, as well as that of our patients. To support our patients and our staff, the Management Team review our availability daily, and monitor this throughout the day, to ensure we can allocate 'urgent' or 'same day' appointments to those who need us the most, while offering as much ‘routine’ access as possible. To reassure you of these processes and improvements made to access to care, our 2023 end of year data shows this triage system increased our patient services by more than 2,200 consultations, more than doubled our face-to-face appointments, and increased our routine offering compared to the same appointment data in 2022. We understand how frustrating it is when you can’t get an appointment for a ‘routine’ problem, but please be as patient and kind with our staff while we continue to try and process the demands on our services. 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 Strange Text
Rated 4 stars out of 5
by Glen Street - Posted on 23 September 2022
I had a text asking for my blood pressure. Clicking on the link didn't work, and navigating via my laptop didn't work either. What is the point of asking for it, if the software doesn't work?
Visited September 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Glen Street, Thank you for taking the time to write this review and apologies for our delay in responding to you. We have recently resolved some issues with our NHS Profile and are now retrospectively responding to all feedback. We apologise if there were any technical difficulties when using the text link for your blood pressure readings and trust that this item has since been resolved. If you need us to support you with this or anything else, please do get in touch with us directly either by telephone, in person, or via our Practice website: https://jubileesurgery.co.uk/ Kind regards, James Leach Patient Service Manager