Meon Health Practice
102 Highlands Road, Fareham, Hampshire, PO15 6JFContact details and opening times
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Reviews
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Review titled Abysmal experience Monday appointments
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2023
Tried to book appointment on Monday 30th. First attempt I was cut off as surgery too busy. 2nd attempt after waiting some time I was informed no appointments available on Mondays as they were too busy. Absolutely disgraceful must be really profitable to make patients wait rather than employ the right number of staff to meet demand
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 sorry we were not able to offer you an appointment on Monday 30th January. 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 did make a clinical decision to temporarily suspend ‘routine’ appointment requests in January to support the demands on our services caused by annual winter pressures, which this year was further increased by the outbreak of cases concerning strep/scarlet fever but we are no longer running our services as a clinically urgent only basis on Mondays. Monday is always our busiest day and nearly all of the 321 patients we consulted on Monday 30th January had urgent medical problems which took priority. 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 being around 17 minutes. Our data also shows at points on the morning of Monday 30th January, between 0800 and 1030, the busiest times of contact to us, we had a wait time as low as zero minutes with zero calls waiting. 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 I feel discriminated against
Rated 1 star out of 5
by Cathy M - Posted on 14 December 2022
As others have stated, unless you are able to attend at 8am, in person, it is almost impossible to get an appointment. The call handling system cuts you out after 45 minutes. As someone who often has morning meetings from 7.30am I am not able to get through before the appointment book is closed. Very frustrating and distressing to try and look after your own health. Why should someone who works for a living not be able to access medical care?
Visited December 2022
Review titled Meon Health Practice
Replied on 10 January 2023
Dear Cathy M, Many thanks for taking your time to provide this feedback. Improving telephone access is a top priority of ours and investigations have already begun to see why some patients are being disconnected while contacting us, and we apologise if this is the case in your experience. Due to the current demand for access to GPs, and clinical care across the nation, we have to manage availability each day to ensure urgent care is available for those who need us, while we try to offer routine access wherever possible. The Management Team review availability for appointments daily, and monitor this throughout the day, to ensure we can offer appointments to those who need us the most, while not hampering appointment access as best as possible, and this is by no means an attempt by us to discriminate you, or any other patient. Should you wish to discuss this further, please can you contact us directly in any the following ways: 1. Completing a complaints Form, available from reception 2. Completing a Feedback form on the 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 Awful service
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2022
I have just been told the e consultation is not available as it has closed for today. This was at 11.30 am ( Friday 2nd December) . I was asked to pop back to the surgery at 8am on Monday. I can't ring as its not urgent - and I work full time. How on earth am i supposed get some advice. The pharmacy has referred me to my gp. Absolutely shocking.
Visited December 2022
Review titled Meon Health Practice
Replied on 10 January 2023
Dear patient, Many thanks for taking the time to submit this feedback. Please be advised we have temporarily suspended the eConsultation service due to patient feedback that it was not fit for purpose and it was deemed clinically unsafe by our own review. At your time of writing, on top of our usual high demand for appointments during Winter, we were seeing a growing number of patient contacts, mainly related to concerns around strep A infection/scarlet fever. We always do our best to ensure patients who need to be seen on the same day can be, but we may not have capacity to see everyone when they want to be seen, and understand that delays in getting an appointment can be frustrating. We, along with the majority of healthcare providers in our area, made the decision to temporarily delay routine (not urgent) appointments during this time to ensure urgent cases can be seen quickly. This decision was made according to clinical need, and we did whatever we can to reduce disruption to patients, at a time where we were offering urgent clinical care which at points had increased demand from our patients by over 30% to our usual levels of service, and this decision was supported by the Hampshire and Isle of Wight Integrated Care Board. 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 Fantastic experience
Rated 3 stars out of 5
by Laura Oakley - Posted on 14 November 2022
Hi, I wanted to leave some feedback about my experience this morning. I filled in a consult form and Dr Ridgeway was amazing and got back to me in less than an hour and has prescribed me some medication. Please pass on my thanks and appreciation on to her, I am really grateful for what she has done.
Visited November 2022
Review titled Meon Health Practice
Replied on 14 November 2022
Dear Laura, thank you for telling us about your positive experience, it really does help the team to hear patients' appreciation, we will make sure that Dr Ridgeway gets to see your review. Regards Amanda Gray on behalf of the Management team
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Review titled Polite and helpful receptionist
Rated 5 stars out of 5
by tracy davison - Posted on 15 November 2022
The receptionist who helped me at 4.40 this evening Tuesday 15th November . The person before me was clearly annoyed about something but she dealt with it professionally and compassionately. She was very helpful with my enquiry and answered all my questions. It must be a very stressful role but she was friendly and professional. Thank you for your help.
Visited November 2022
Review titled Meon Health Practice
Replied on 18 November 2022
Dear Tracy, Many thanks for sharing your feedback regarding our receptionist this Tuesday evening. We are delighted to hear our staff are delivering this standard of service, especially after a disgruntled patient beforehand, and have already shared your kind words with this member of our team who was very grateful for your feedback. 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 Finding it impossible to get a GP appointment
Rated 1 star out of 5
by Stephen Ford - Posted on 28 November 2022
I have been trying to get an appointment from my GP Highlands Practice for months, I ring the surgery and sit on hold on the very annoying call system for extended periods of time. Most times after over 45 minutes the call drops forcing me to redial, when I eventually get through to a human, I am told that all appointments have been allocated for the day and to try again the next day. I work full time and cannot keep wasting hours each week dialling and redialling the phone in the hope of being able to arrange an appointment. I would happily pay private to get my injury treated but I still require a referral from my GP which I cannot get. I am lucky that my condition is not serious. Hopefully no patient with a serious condition is experiencing the same poor treatment, but how will anybody know if you cannot see your GP?
Visited November 2022
Review titled Meon Health Practice
Replied on 10 January 2023
Dear Stephen Ford, Many thanks for taking your time to provide this feedback and we apologise for any frustrations you have experienced. Please be advised that reducing telephone wait times has been a top priority of ours in response to patient feedback and our data does show we are reducing patient wait times. We will also continue to review our processes and service in order to achieve our vision of a ten minute response time for our patients. We have, as many other healthcare providers, been experiencing many pressures on our services and acknowledge access to GPs, and all National Health Services, can be frustrating for patients. Due to the current demand for access to GPs, we have to manage our availability each day and try to offer routine access wherever possible but, depending on 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, and we hope this will alleviate your frustration of waiting only to be told there are no appointments available. We do of course ensure urgent care is available to those who do suffer from serious conditions and during the month of December, provided over 5,000 consultations with GPs and Urgent Care at a time where increased 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, 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 Poor practice
Rated 1 star out of 5
by Robin - Posted on 17 November 2022
On the 13th October 2022 QA Haematology wrote to my Dr requesting that I should be referred to an ENT consultant. A month later I messaged the practice to ask for an update as I'd heard nothing. I was called back to tell me that no such request had been made. On asking the admin person to look for the letter she admitted that they hadn't seen the letter because it had not been filed. Then she explained that they get "thousands" of such letters and clearly don't read them. When she looked in the pile she found my the letter. This is now a month after they had received the request. The referral necessary and the GP was asked to make it as "it will be much quicker" as the assessment is urgent. I asked the admin to give feedback to Sovereign, she was very reluctant to do so. She then explained what their internal process problems are... Why would an administrator be concerned to give feedback? This situation is totally unacceptable and very poor practice in.
Visited November 2022
Review titled Meon Health Practice
Replied on 18 November 2022
Dear Robin, Many thanks for taking your time to offer your feedback with the surgery and please accept our apologies for the experience you have described. Please can we ask you to contact us directly so we can investigate your individual circumstance via our website where you can share your personal details confidentially: https://www.thehighlandspractice.co.uk/feedback-and-complaints/ Many thanks and apologies again for this experience which is not of the standard we believe we can deliver. Kind regards, James Leach Patient Service Manager
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Review titled Very busy
Rated 3 stars out of 5
by Anonymous - Posted on 15 November 2022
Tried to phone to make an appointment for my daughter and the message said to hang up and try again. Went to the surgery with her later that day and was told to phone at 8 in the morning. Phoned at 8 in the morning and was told to hang up and try again later.
Visited November 2022
Review titled Meon Health Practice
Replied on 18 November 2022
Dear Patient, Many thanks for sharing your feedback regarding the surgery. We are very sorry to hear the service from the practice has not met the standard you expect and have passed your feedback to our Patient Services Management team. We take all feedback very seriously and will use this to improve our services moving forward. With regard to our current access, we are currently operating a same day service and we are asking patients to contact us on the day they are available for consultations. Our telephone system does not allow for more than 30 callers at one time, and this is why you will receive the message you have heard when we are too busy for your calls to be connected before the message terminates your call. Depending on our clinical staffing, we are offering either routine or urgent appointments and have been offering routine access every morning for the past two weeks without fail. Once our routine availability has been filled, we do revert to clinically urgent access only in order to ensure clinical support is available to those who need medical attention on the day. We do acknowledge that our telephone access can be difficult for a cohort of our patients and therefore you can always discuss your concerns with a receptionist in person at each of our three sites if you struggle to contact us by phone. We are also constantly reviewing our processes and looking for improvements to make our services more accessible and trust we will deliver an improved service to you in the future. Thank you again for taking the time to contact us. Kind regards, James Leach Patient Service Manager
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Review titled Problem Solving
Rated 4 stars out of 5
by Geoff Aston - Posted on 19 October 2022
This morning I received a text rearranging an appointment I had tomorrow to Friday when I was already booked to go to SGH! After texting this back to the surgery I was contacted later the same day and my appointment rearranged for next week. In addition whilst on the call I was able to book flu and covid boosters on a convenient date next month. Something I had been trying to do via the app but without success. All in all a most welcome phone call and a very helpful member of staff - thank you
Visited October 2022
Review titled Meon Health Practice
Replied on 24 October 2022
We are glad to hear your positive review thank you for sharing it, we will add it to our positive feedback for sharing with staff.
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Review titled Helpful receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 05 October 2022
I would just like to say thank you to a member of the reception team who really went above and beyond to help me this morning.
Visited October 2022
Review titled Meon Health Practice
Replied on 18 November 2022
Dear Patient, Many thanks for sharing your feedback regarding our receptionist during your recent visit. We are delighted to hear our staff have delivered you this standard of service and will share your kind words with our Patient Service Advisors. 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