Meon Health Practice - Ratings and reviews
Reviews
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Review titled Diabetic referral
Rated 4 stars out of 5
by Ian Haworth - Posted on 07 November 2023
GP referred me to a specialist programme to improve my health. I think this was a great service and want to note my support and thanks to the practice and the specialist provider. They were great and my health has definitely improved
Visited July 2023
Review titled Meon Health Practice
Replied on 28 November 2023
Dear Ian Haworth, Thank you for taking your time to share this positive feedback with the Practice. It’s lovely to read that you have received a great service with your diabetic referral and that your health is improving as a result! We are really grateful to our patients for sharing their positive reviews which we get to share with our team as we are all working so hard to offer our best for our patients every day, and receiving recognition from you is truly rewarding and uplifting. Thank you again for your time in writing this review and we believe we will continue to deliver you and our other patients this level of experience in future. Kind regards, James Leach Patient Service Manager
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Review titled terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2023
Incredibly difficult to get to see a doctor cant remember the last time I was able to see one in person. Despite being a type 1 diabetic and having issues relating to this. Patients are having to que at 8 in the morning in person at the doctors to even stand a chance of getting an appointment. e consults no longer available turning seeking advice a complete ordeal
Visited July 2023
Review titled Meon Health Practice
Replied on 26 July 2023
Dear Patient, Thank you for taking your time to share this experience with us. We are sorry to hear about the terrible experience you refer to regarding efforts to contact the Practice. We understand how frustrating it is that not all patients can get an appointment, but we, like all GP surgeries, do not have sufficient clinical staffing levels to see every patient, and we are sorry to read about your struggles getting an appointment. Regarding concerns that patients are having to queue in person at 8am, please be advised patients are able to call us and our team will try to help you over the telephone. We acknowledge there have been historical difficulties with telephone access, and, while we continue to improve telephone wait times, we have already made significant progress in improving this and trust you will receive sufficient support by telephone without the need to travel to the surgery in person. Regarding concerns the eConsult service is no longer available, we have been reviewing digital access and the solutions available and want to reassure you that we have agreed to reinstate a digital solution to improve access to our services. Please be patient during our improvement plans to offer a digital solution as we continue to review and implement the essential processes needed to ensure this will be introduced with an efficient and effective service. Should you wish these concerns to be discussed further, we would ask you contact us directly so we can investigate this. 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 Team We trust this information helpful and believe we will deliver you improved service in the future. Kind regards, James Leach Patient Service Manager
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Review titled The worst GP Practice ever experienced
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
Absolutely terrible. The irony is not lost on me as someone who needs to control stress and high blood pressure when it is incredibly stressful to try and speak to a GP. Receptionists who feel qualified to speak about medication for specific ailments. I genuinely believe this is a practice that will do its upmost to not help and support and a repetitive basis. Every element of the service is wrong. Sending texts with no way to respond. It’s truly terrible
Visited July 2023
Review titled Meon Health Practice
Replied on 18 July 2023
Dear Patient, Thank you for taking your time to share your experience with the Practice. We are sorry to hear about your terrible experience you have referred to regarding your efforts to speak with a GP. Whilst we understand how frustrating it is that you could not get an appointment when you feel that you need one, we, like all GP surgeries, do not have the clinical staffing levels to see every patient as much as we would like to, and we are sorry to read about your recent struggles getting an appointment. Regarding your concerns that we do our utmost not to help and support you, please be advised we recently invited patients to our feedback survey and the results strongly suggest we are supporting our patients, but we are of course disappointed to read this is not reflective in your experience. In our patient survey that was completed this month (July 2023), 95% of our patients appreciated being offered a preferred mode of consultation (telephone, face-to-face, video, text) with 75% of these patients receiving the mode of consultation requested, and 17% of these patients advised us the consultation did not meet their needs. While we are doing our best to provide a sustainable and sufficient service each day, we are also working to improve our care and experience to reduce the number of patients who do not feel we provide adequate support to their needs, but we do believe most of our patients are receiving appropriate care and support. Regarding your feedback of receptionists who feel qualified to speak about medication for your ailments, please be reassured this is not something we ask or expect our non-clinical staff to do and would ask you to contact us directly so we can investigate and rectify this where needed. 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 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 Great service
Rated 5 stars out of 5
by Mr.M.Aldridge - Posted on 31 July 2023
Had an ecg at Highlands surgery 10.15am today I would just like to say how helpful and reassuring the health care professional was, going that extra mile to help me with my general health check which was not planned for this visit. It was so appreciated that the nurse was able to spend some quality time with me discussing my general health and especially when health professionals are under so much pressure. Please would the Highlands practice manager make a point of thanking the particular individual as they were an excellent face to face health care professional.
Visited July 2023
Review titled Meon Health Practice
Replied on 08 August 2023
Dear Mr M Aldridge, Thank you so much for taking your time to share this glowing feedback. We are so pleased to read your comments regarding the great service you received recently at the Highlands Surgery during your visit for your ECG, and we have already shared your kind words with our team. It’s a pleasure to see you found our healthcare professional helpful and reassuring, and that our staff went above and beyond to ensure your health check was also covered during your visit with the Nurse. We are also very grateful for your recognition of this service being delivered at a time when we are under increased pressure as we do aim to deliver the best possible services we can despite often limited resources to achieve this. Thank you again for spending your time writing us this review. Kind regards, James Leach Patient Service Manager
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Review titled Quick and speedy blood test
Rated 4 stars out of 5
by Jo - Posted on 07 July 2023
Thank you to the nurse today who took my bloods. During other blood tests (not just at this surgery) I have been told I have difficult veins to find, and have come out with multiple blood bruises on both arms. But today the nurse was efficient, speedy and I was in and out within a couple of minutes. You are perhaps one of the quickest blood tests I have had! Thank you to this nurse, I hope you have a nice time at Gunwarf. Currently, attending this surgery in person or having non agreed/pre-arranged phone calls or having to call back reception after I have missed a doctor's call (that was not agreed/pre-arranged) triggers anxiety and heightened panic attacks. Today, this nurse showed that once you can access the service, it should be okay. Thank you.
Visited July 2023
Review titled Meon Health Practice
Replied on 12 July 2023
Dear Jo, Thank you for taking your time to write this feedback to the surgery. We are delighted to read you had such a positive experience with a member of our Nursing Team when you had your recent blood test and will be sure to pass on your thanks to the team. All our staff work their hardest every day to support our patients and it means so much to receive recognition of their efforts, as well as reading supportive comments like yours which we can share with the Meon Health team. Regarding your comments of anxiety triggers and heightened panic attacks when attending the surgery, we of course are sorry to read you are struggling and hope this positive experience has helped towards reducing these concerns, as well as reassure you that our services are here to support and care for you. Should you need any help for these concerns, please do contact us, if you have not already, to ensure you are receiving the care and support you need. Thank you again for your time sharing your kind words. Kind regards, James Leach Patient Service Manager
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Review titled Patients are human, just like reception staff.
Rated 2 stars out of 5
by Jo - Posted on 21 June 2023
It turns out it is not possible to leave a name on these reviews, even if the review is a good one. To the receptionist who works Wednesdays and whom I have spoken to one three separate occasions. Thank you for being honest and not giving a copy and paste/corporate answer. You do not deserve to be shouted at or abused by other patients or any patients full stop. There is never a need for that, and I support you. I went into the surgery today after work, in order to collect a summary of my health records. I do not like going into this surgery, calling the surgery or even sometimes getting calls or seeing certain staff. In fact my mental health has worsened from me seeking support in April, until now, June, to the point that the thought of accessing services at this surgery triggers anxiety and panic attacks. This is the fault of the differing rules from time to time as to the processes to getting: appointments, what appointments are called, leaving messages for doctors (whether these are called tasks or messages or other) whether the form is called e-consult or e-consult form, triage form, appointment request form or the acronym! To this member of staff at the front desk (and I hope this feedback gets to you) you and some of your other colleagues, thank you for talking to your patients like they are human and not a simple inconvenience or burden. Thank you.
Visited June 2023
Review titled Meon Health Practice
Replied on 26 June 2023
Dear Jo, Many thanks for taking your time to provide this feedback. Please be advised that we have no control over the consent to share names on reviews on the NHS website, but we will of course share your kind words with the receptionist who works on Wednesdays and thank you for being supportive of our team. Our clinical and clerical staff do their best every day to deliver the best possible experience to our patients and when we share positive feedback like yours it makes a real difference knowing their efforts are appreciated and acknowledged. We are sorry to read you are struggling with your mental health, specifically reading this is worsened recently and notably when you are contacting, or being contacted by, the surgery. We are doing our best to communicate to patients our various processes and guidance, including access to appointments, and we are sorry for any miscommunications that have caused additional upset to you. If you wish for us to investigate any of your individual experiences and respond to you directly, please do get in contact with the surgery by any of the following methods: 1. Completing a Complaints Form, available from reception 2. Completing a Feedback Form on our website 3. By letter to Patient Services Management Team c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from one of our Patient Services Management Team Thank you again for your time in contacting the surgery and we believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Services Manager
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Review titled Good service
Rated 5 stars out of 5
by Janet - Posted on 05 May 2023
Went for my 6th covid vaccination. Very well organised. We were shown to parking space. Inside we were greeted and answered a few questions then proceeded to join a small queue. Vaccination painless. Very pleasant nurse and clerical person. All done and dusted within 10mins.
Visited May 2023
Review titled Meon Health Practice
Replied on 15 May 2023
Dear Janet, Many thanks for taking your time to provide this feedback on our service. We are delighted to receive your five star review after your 6th Covid vaccination. We have a variety of team members within our Planned Care and Vaccination teams of both clerical and clinical staff, and volunteers who offer their time to help, who take pride in running these clinics and we appreciate you offering this positive feedback for their efforts. We have already shared your kind words with the team, and they really appreciate the recognition you have given. We are all working hard every day to deliver the best possible experience to patients either at one of our three GP surgeries, or when we are providing care at an external site to our own, 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 Great nursing staff
Rated 3 stars out of 5
by Anonymous - Posted on 03 May 2023
I've needed nursing help for several months, the are kind and caring, efficient and helpful. The nursing staff have helped me through a troubled time.
Visited May 2023
Review titled Meon Health Practice
Replied on 05 May 2023
Dear Patient, Many thanks for taking your time to provide this feedback. We are delighted to see you have had a positive experience with the Nursing staff at our surgery. All of our staff work extremely hard every day to deliver the best possible care to our patients and they will be grateful to see this feedback when it is shared among our staff. Thank you again for taking the time to share this feedback and we trust you will receive this level of service again in the future. Kind regards, James Leach Patient Services Manager
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Review titled Good experience
Rated 5 stars out of 5
by Christine Campbell - Posted on 04 May 2023
Covid jab today. Lots of volunteers and staff to guide the process. Excellent nurse, no pain. Lovely friendly atmosphere.
Visited May 2023
Review titled Meon Health Practice
Replied on 05 May 2023
Dear Christine Campbell, Many thanks for taking your time to provide this feedback. We are delighted to receive your five star review after your recent Covid jab. We have a variety of team members within our Planned Care and Vaccination teams of both internal staff and volunteers who take pride in running these clinics and we appreciate you offering this positive feedback for their efforts. We are all working hard every day to deliver the best possible service to 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 hope to deliver you this experience of service again. Kind regards, James Leach Patient Services Manager
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Review titled Horrific Process - Physically cannot get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Registered with online portal.... no way to book an appointment online. Sat on phone for nearly an hour to get through to someone and was told they don't give appointments and you have to phone at 8am to play the hunger games and see if you can get an appointment. Phoned at 8am several days in a row "Sorry we are having unusually high volumes, please hang up". I'm not interested in copy & paste excuses which im sure will appear below like the other posts saying the same as me, their processes are the worst I've ever seen in any industry. Everything is tailored to make it impossible to get an appointment. Im sure the doctors/nurses are great, but whoever designed their entry point for people who need help..... they need to be fired.
Visited April 2023
Review titled Meon Health Practice
Replied on 14 April 2023
Dear Patient, Many thanks for taking your time to provide this feedback. We are sorry there are difficulties with patient access for ‘routine’ 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. Last month we offered over 6,000 consultations on the day they were requested which was in addition to any follow-up appointments or administrative work that GPs do – for example prescriptions, results, actioning requests from Hospitals and responding to patient queries. Included in this number were 1,500 routine consultations with 1,800 of the appointments being face to face with a clinician. Our telephone wait times have been one of our top priorities and in March our team responded to over 12,000 calls with the longest average wait time of 9 minutes 27 seconds with an average queue position of 10 during peak hours. We course apologise for any frustrations and inconvenience caused in your requests for a ‘routine’ appointment. We are operating a same day GP Triage and, depending on clinical staffing, will offer as many ‘routine’ appointments as possible each day. We operate a same day service to ensure urgent appointments are available each day for those who need clinical support urgently. With the nature of a same day service, we ask patients to contact us the day they are available for their consultation. Our access is pre-recorded on our telephones, and updated daily, to confirm if we have ‘routine’ appointments or if our ‘routine’ appointment book is ‘full’ to avoid any frustrations of holding for any length of time to be told there are no appointments available. The telephone system does also advise callers when we are at maximum call capacity, and the queue capacity is set to reduce technical concerns causing callers to be disconnected. The Management Team are reviewing our availability for appointments daily, and monitoring this throughout each day, to ensure we can allocate appointments to those who need us most, while offering as much ‘routine’ access to our patients as possible. Should you wish to discuss your experience further, please kindly contact us directly so we can investigate this and respond to you more formally. 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 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