Meon Health Practice
102 Highlands Road, Fareham, Hampshire, PO15 6JFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Lovely staff.
Rated 4 stars out of 5
by Elsie Warner - Posted on 11 November 2024
I work in the armed forces and it is difficult to book and appointment at Jubilee through the normal channels. A lovely lady helped me to book an appointment for my son who has worsening ezczma over the phone and took time to help me in filling out forms and making sure I was looked after and my son was going to be looked after. On an extremely lt busy day she made me feel extremely appreciated and I can't thank her enough Later in the day, i was having further issues and her colleague, another lovely lady again took the time to resend and rebook me to be dealt with the next day. All the help I recieved was amazing and I wanted to say thank from my son and I.
Visited November 2024
Review titled Meon Health Practice
Replied on 12 November 2024
Dear Elsie Warner, Many thanks for taking the time to share this review of your recent experience with us. We are so pleased to read how our staff supported you with your recent contacts when initially booking an appointment for your son and when you needed help for further issues. We acknowledge access to appointments is difficult and requires improvement, but we truly believe our staff always have patients best interests at the forefront of our services, and we are delighted to see this was the case for you and your son. Once again, thank you for contacting us with this lovely review and for being part of our practice. Your kind words and thanks have been passed on to our staff who really appreciate such positive and well deserved feedback for offering this exemplary service even when we are extremely busy. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Usual Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2024
Contacted surgery being in significant pain. Was told that a practitioner/doctor would ring back later that day - 4 days later eventually received a call from a practitioner who prescribed drugs and promised to send through exercises which never arrived. Sadly the usual poor service I have come to expect from this practice.
Visited November 2024
Review titled Meon Health Practice
Replied on 10 December 2024
Dear Patient, Many thanks for taking your time to share your feedback and we are sorry you had a poor experience with us following a recent contact to the surgery. We are unable to comment fully on the experience you provided without investigating the details, but if you contact us directly we will provide a formal outcome as appropriate. If you would like us to investigate your contacts to the practice and respond to you formally, you can raise a concern or complaint with us in the following ways: 1. Completing a Formal Complaints Form, available from reception 2. By letter to: Complaints c/o The Highlands Practice, 102 Highlands, Fareham, PO15 6JF 3. By telephone with our team: 01329 845 777 We are sorry we did not manage your expectations or for any miscommunication with the outcome of your contact to us, and our next steps to support you. For general context, please note we operate a GP-led Total Triage Same Day Service so we can provide a ‘safe service’ and prioritise those that do need to be assessed for medical advice sooner than others. We receive hundreds of appointment requests each day and manage thousands of individual contacts from various modes, and all our staff work incredibly hard to process each of these important actions as quickly as possible. For each ‘urgent’ or ‘same day’ appointment request received, these are clinically assessed by our GP-led Triage Team and a clinical decision is made based on the urgency of each request. Our admin teams then aim to contact each patient for their appointment request by the end of the working day (6.30pm) to offer an appointment within 24-hours, based on the clinical instruction. For all ‘routine’ or ‘non-urgent’ appointments, we aim to contact patients within seven days of their request, and we try to offer appointments at the most convenient times within the next few weeks. We are pleased you had your consultation and medications and apologise again if you did not receive the exercises we intended for you. As above, we will be happy to investigate these contacts and our actions as per your medical records and our systems if you contact us directly. We wish you well with your recovery and care plan for the pain that caused you to contact us and thank you again for sharing this experience with us and being part of our practice. We believe all feedback helps us identify where we can improve, and what we are doing well, and your review will be shared with our teams. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled excellent care when needed
Rated 4 stars out of 5
by Anonymous - Posted on 05 November 2024
My daughter was seen face to face by three GPs in the space of a week and whilst treatment was given to try and avoid a hospital visit she unfortunately became quite poorly and had to have an operation. We were sent direct to the correct department at hospital with a letter from the gp and she was operated on the next day. We had a little hiccup with the gp surgery trying to arrange follow up care but it was quickly rectified and arranged.
Visited November 2024
Review titled Meon Health Practice
Replied on 06 November 2024
Dear Patient, Many thanks for taking the time to share your review and positive feedback with us. We are sorry to hear that your daughter became quite poorly resulting in an operation. We wish her a speedy recovery. We are pleased to see that you have been able to arrange the follow up care, and despite the "hiccup" this was quickly rectified and arranged and you feel we have provided excellent care when needed. Reading positive comments and reviews like yours really motivates the team and are a welcome acknowledgement of the efforts made by all our staff each day. We have passed your feedback onto all staff. Thank you once again for your feedback and for being a part of our practice. We believe all feedback helps us deliver an improved service. Kind Regards, Gareth Evans Operations Manager
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Review titled Just awful - Might as well close permanently
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2024
Been trying to make an appointment for 4 months. Either over an hour queue on the phone, with no appointments available at the end of it -or try online with no appointments available. Rude, uncaring receptionist tells you to try coming to surgery at 8am or try online at 11am on 3 specific days. point out this isn't possible if you work fulltime - Get told it's clearly not that important then! Can't it be important, but I still need to feed my family by going to work? Apparently not!
Visited November 2024
Review titled Meon Health Practice
Replied on 06 December 2024
Dear Patient, Many thanks for taking the time to share this rating and review and we are very sorry if you are having difficulties contacting us to request a routine appointment. We are surprised to read that you are experiencing telephone wait times consistently over an hour for the past four months as our telephone numbers show much improved contacts to us by telephone. We are also receiving positive feedback from patients regarding our new telephone system installed in September which now offers a call back function to removes the need for lengthy wait times in telephone contacts to us. We acknowledge access to routine improvements continues to be a big cause of frustration for patients are we are working on improving this with changes to our processes and recruitment of clinical staff. We are very disappointed to read you found our receptionist rude and uncaring as this is not the experience we expect for any patient. Furthermore, our staff often receive praise for their approach even when we receive complaints and negative feedback regarding access or any other frustrations. We are unable to comment fully any of the experiences you provided without investigating the details, but if you contact us directly we will provide a formal outcome as appropriate. If you would like us to investigate your contacts to the practice and respond to you formally, you can raise a concern or complaint with us in the following ways: 1. Completing a Formal Complaints Form, available from reception 2. By letter to: Complaints c/o The Highlands Practice, 102 Highlands, Fareham, PO15 6JF 3. By telephone with our team: 01329 845 777 For general context, please note we operate a GP-led Total Triage Same Day Service so we can provide a ‘safe service’ and prioritise those that do need to be assessed for medical advice sooner than others. So we can provide a ‘safe service’ to patients while maintaining a safe working environment for staff, we can only accept a predetermined number of appointment requests based on our clinical staffing levels (clinical capacity) to avoid staff burnout. At the time of your contact in December we have been open in communications from mid-November due to increased demand, winter illnesses, and staff shortages, we are currently having to concentrate our time on looking after patients with urgent problems only. Please note any patients with pre-existing routine appointments will be seen or contacted as planned unless we have individually contacted anyone to reschedule. We understand how important it is to access healthcare when you need it, and please be reassured that we are working hard to address these challenges and we really appreciate your patience. We apologise again for any difficulties in your contacts to us for a non-urgent appointment, and for any rude or uncaring conversations with our team. Thank you once again for your feedback, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Fiddling figures
Rated 1 star out of 5
by Sean Busby - Posted on 04 December 2024
Just had an invite to review a recent interaction with a clinician. As I have not had an interaction with a clinician and cannot get to see anyone at the surgery for love nor money I can only conclude I have been put down on the figures as being seen so as to fiddle the figures for the Department of Health. Highlands changing management companies was the worse thing for patients they ever did.
Visited November 2024
Review titled Meon Health Practice
Replied on 04 December 2024
Dear Sean Busby, Many thanks for taking your time to share this feedback and we are very sorry you have been contacted without interaction without our clinician. Having reviewed the invite sent to you, we have identified you were due a routine review on Tuesday 26th November which did not take place due to staff absences. Many thanks for flagging this error and helping us identify this incomplete consultation which we will ensure is rebooked and completed as planned. Additionally, please be reassured Highlands has not changed management companies. Ownership of the Highlands Practice continues remains with the same Partners prior to the merge of Meon Health Practice at our three collective sites Highlands, Jubilee, and Whiteley, now working as one single practice. You can find out more about our GP Partners and all the clinical teams on our website: www.meonhealthpractice.co.uk/practice-information/meet-the-team/ Please accept our apologies again for the incomplete consultation planned 26th November and be reassured this is not in any way intended as us 'fiddling figures'. Thanks again for sharing your feedback, and being part of Meon Health Practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Poor Process
Rated 1 star out of 5
by Anonymous - Posted on 26 November 2024
I’d like to start by saying that when I did finally get to see a GP that was great and the GP I saw was helpful, the problem I have is with the process you need to go through in order to try and obtain an appointment (that’s even if it’s deemed an emergency) Can never get through on the phone lines (even at 8am) then by the time you eventually do get connected (before 10am) all allocation is full so told to try again the next day, this can go on for days!!! The phone lines and its website say to use Anima but it’s always greyed out and unable to book via this way even for the allocated routine appointments I have never had any success by these means. The only way I have ever been able to get to see a GP as been to queue outside the surgery at 8am and fill out a form, this is not what sick patients should have to do, even if well enough this is not appropriate for people that have to work and or unable to accept telephone calls whilst at work to see if offered an appointment or not… In my opinion this is not an acceptable process and more should be done by the practice to allow it’s patients to ring up or use a reliable online service to book appointments not just emergency appointments but routine appointments further down the line which I believe will elevate the need for urgent on the day appointments which clog up the phone lines and puts pressure on the surgery and it’s staff… It’s very frustrating and stressful especially when poorly to have to go through what seems like such a task in order to try and see a doctor.. It’s such a shame and I feel that the practice is failing its patients if I could register elsewhere I definitely would but unfortunately due to catchment I’m stuck with this shocking surgery..
Visited November 2024
Review titled Meon Health Practice
Replied on 27 November 2024
Dear Patient, Many thanks for taking the time to share your feedback and we are sorry you felt a one-star rating was your overall experience despite the great and helpful GP you mention in this review. We acknowledge access to appointments is a priority area for improvement and is the main concern for our patients and hope we can address this in our response. Regarding access to appointments either by telephone, in person or online, unfortunately, there is an ongoing shortage for GPs and appointments across the nation. We operate a GP-led Total Triage Same Day Service so we can provide a ‘safe service’ and prioritise those that need to be assessed for medical advice sooner than others. Patients with ‘urgent’ or ‘same day’ issues that need to be assessed within 24-hours are seen by our Urgent Care Team. For ‘routine’ or ‘non-urgent’ appointments, where we can, we offer appointments the same day, or within the following few weeks. So we can provide a safe working environment for our staff and offer a ‘safe service’ to our patients, we can only allow a predetermined number of online requests via Anima based on our clinical staffing levels (clinical capacity) to avoid staff burnout. Many of our clinical staff take on ‘extra’ patients within their already busy schedules to offer additional appointments, but increasing patient demand means even this does not meet patient expectations. While our current access may mean you need to contact us on a few consecutive days to secure a ‘routine’ appointment, we believe this is more clinically appropriate than allowing an infinite number of requests into our services or booking patient appointments up to six weeks in advance. Please note any ‘urgent’ or ‘same day’ issues, patients can contact us either by telephone or in person at any time during our opening hours. Despite our predetermined limit for requests and limited capacity for appointments, so far this month (November) our numbers show we held more than 4,800 consultations via our GP-led Total Triage service including over 900 routine GP appointments and more than 800 medical requests have been submitted by patients online via Anima. Please note we share details of access and service improvements in our patient newsletter as we aim to have honest and open communication with our patients. You can read about our patient newsletter and subscribe to receive these by email on our website: www.meonhealthpractice.co.uk/practice-information/patient-newsletters/ While we apologise for your experience to request an appointment, we trust this gives important context to the services we offer for our patients and the environment we encourage for our staff. We believe all feedback helps us identify where we can do better, and your feedback will be considered as part of our ongoing improvement plans. Thank you again for taking the time to share your feedback and being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 26 November 2024
Appointment on time, very friendly and answered all my questions. Reported problem at 8.00 am and seen at 11.00 same day. The practitioner had a query which she wanted to check with doctor. This was done while at the surgery and all was well .
Visited November 2024
Review titled Meon Health Practice
Replied on 27 November 2024
Dear Patient, Many thanks for taking the time to share this five-star rating and review! We are so pleased to read you had such a good service in your recent contact. It’s lovely to hear you were seen so swiftly at 11am the same day of submitting your appointment request at 8am, and all went well in your appointment. Our staff are working incredibly hard each day to deliver this level of service to our patients, and it’s brilliant to read that you found our practitioner friendly and helpful to your questions, and a query was resolved with the help of a supporting doctor. Positive feedback is always well received and a big moral booster for the team, and we have shared your kind words within the practice. Once again, thank you contacting us, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Quick response
Rated 3 stars out of 5
by Anonymous - Posted on 23 November 2024
Phoned at 8am to see if I could see a doctor. Receptionist called back 15 mins later. Made face to face appt with doctor at 9.15am. Prescription collected 15 mins later.
Visited November 2024
Review titled Meon Health Practice
Replied on 25 November 2024
Dear Patient, Many thanks for taking the time to share this feedback on NHS Rating and Reviews. We are delighted to see we offered this quick response and care plan to your recent contact. Our telephone wait times and access to appointments continue to be an area for improvement, but this experience shows improvements have been made, and gives important context to our current services. From your telephone contact at 8am (our busiest time for telephone calls and all forms of contacts) to your face-to-face appointment at 9.15am and your prescription being collected 15 minutes later, this is the type of effective and responsive care we aim to deliver to all patients. Your feedback will be shared and reviewed among our teams, and we believe we will continue to deliver this type of experience. Thank you once again for your time sharing this feedback, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Great, helpful practice
Rated 5 stars out of 5
by Anonymous - Posted on 27 November 2024
I visited the surgery as I had been poorly for a few days. The reception staff were helpful and friendly and explained what I needed to do. I filled out a consultation form and I was called within 1/2 hour to see one of the drs at whiteley surgery. The dr was very professional and reassuring and listened to all my symptoms. I didn’t feel rushed and he explained my next steps very clearly which was amazing. Thank you and keep up the good work !
Visited November 2024
Review titled Meon Health Practice
Replied on 27 November 2024
Dear Patient, Many thanks for taking the time to share this five-star rating and review! We are so pleased to read you found the practice to be helpful in your recent contact. It’s lovely to receive your comments of the helpful and friendly reception staff (our Patient Service Advisors) who helped with your recent appointment request. We’re also delighted to see you had such a quick call back within half an hour of requesting your appointment from a Whiteley doctor and that you found this doctor to be professional, reassuring, and attentive of your symptoms and needs, while clearly explaining next steps of your care plan. Thank you so much for your kind words and thanks for our team which we have already shared. We believe all feedback helps us improve, and positive feedback really helps motivate the team, particularly at a time where resources are so stretched. Once again, thank you contacting us, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Overall very pleased
Rated 5 stars out of 5
by Kim - Posted on 20 November 2024
I think we can all agree that the appointments procedure could definitely be improved. I called for an appointment and was given a routine appointment a week after my call, I was seen at the jubilee by a lady Dr apparently normally based at whitley ican honestly say she was the kindest and understanding Dr I have come across in a while, having been diagnosed with breast cancer in 2022 I had some issues which concernd me, she was extremely reassuring and took my concerns seriously and listened to me with a sympathetic ear whilst putting my mind to rest she ordered some tests to be on the safe side, thankfully they were all OK. So my experience was very positive but the appointment system really needs some adjustments
Visited November 2024
Review titled Meon Health Practice
Replied on 20 November 2024
Dear Kim, Many thanks for taking the time to share this five-star rating and review! We acknowledge access to appointments continues to be the main frustration in our services and want to reassure you we are working hard each day to improve access to appointments, and deliver the best possible services to our patients, while also keeping our staff safe and avoiding burnout. Despite the recognised frustrations with access, we are absolutely delighted to read one of our Whiteley doctors delivered you such reassuring and sympathetic care in your face-to-face appointment at the Jubilee Surgery. We have passed on you kind words of the kindness and understanding shown in this appointment, and we know your feedback will be so well received by this doctor and all our staff. We are also delighted and reassured your test came back clear and we want to reassure you that we are constantly reviewing how we can improve access to our services, among various other improvement plans and topics we believe we will deliver in future. Once again, thank you contacting us, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager