Hedge End Medical Centre
24 Lower Northam Road, Hedge End, Southampton, Hampshire, SO30 4FQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Efficient, helpful and there when we need them
Rated 5 stars out of 5
by Mr D Giles & Mrs L Giles - Posted on 18 August 2023
As a family of four, we have used various services from hedge end medical centre in recent months and been impressed on all occasions. We’ve been able to get appointments when needed, have been supported with thorough and efficient referrals and received friendly accommodating help to help progress those referrals.
Visited August 2023
Review titled Hedge End Medical Centre
Replied on 21 August 2023
Dear Mr and Mrs Giles, We would like to thank you for taking the time to feed back to us. We do our best to make our systems as patient-friendly and efficient as possible and it's lovely to hear back that what we are aiming for is happening. Your feedback will be circulated to the team!
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Review titled Patients First Approach and Excellent Care
Rated 5 stars out of 5
by Cassie Holmes - Posted on 25 August 2023
I am very grateful for the care that I received when I called Hedge End Medical Centre on Friday 25th August. Understanding that we were approaching a bank holiday weekend and that there were medical strikes across the NHS, my expectations of care were low which I thought was realistic due to the challenges across the NHS system. However, I received excellent care from the Doctor that called me back, they called me back very quickly and discussed my symptoms and care effectively. I very much appreciated the patient's first approach and the respect the Doctor showed for the direction of care I wanted to take; taking into account not only my symptoms but my family history and how that affected my approach to my health. This was my first time using Hedge End Medical Centre as I’ve recently moved to the area and am usually fit and healthy but I was very impressed with the care I received and feel lucky to live in an area with such an effective GP. Kind regards.
Visited August 2023
Review titled Hedge End Medical Centre
Replied on 28 November 2023
Dear Cassie, Thank you so much for the time you've taken to feed this back. This was a time when capacity was under pressure due to the reasons you mention, so it is good to hear that the service you received was patient centred and effective. We really appreciate positive feedback, and share it with the team!
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Review titled Failing it's patients.
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
I attended for blood tests two months ago and have yet to be able to secure an appointment for the results. Two appointments have been cancelled, due to staff sickness and they can only offer me an appointment some weeks away on a day that I'm unavailable. No other choice of days or times are available. This is not the first time my family has been let down by this surgery abs I feel they are failing in their duty of care to their patients. I am now looking to register elsewhere.
Visited June 2023
Review titled Hedge End Medical Centre
Replied on 26 June 2023
Dear Patient, We are very sorry that you have encountered this problem. With regards to results of investigations, you can get the results by calling us, completing an admin eConsult, or if you have online access to your medical records, by looking up the results. You may already have done this, but if you wish to discuss the result, you should complete an admin eConsult and the request will be assessed for urgency by a clinician and an appropriate appointment offered. If your need is assessed as routine, you will be given a number of options, including accessing appointments at the Hub, or at the Practice. If you have already booked an appointment and we have cancelled this due to sickness we will rebook you. If you cannot make what is offered, we should find you another option - you are welcome to call us and explain this. I'm sorry if this hasn't already been offered. We do also have a complaints procedure should you wish to follow it, available on our website https://www.hedgeendmedicalcentre.co.uk/policies/complaints/ and if you give us your details via this, we can more fully investigate what has gone wrong. Thank you.
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Review titled Awful
Rated 1 star out of 5
by ian - Posted on 12 January 2024
Attended my yearly asthma clinic with the asthma under control with effective medication. I was then reluctantly persuaded to change this medication for one which was 'more environmentally friendly'. Under this new medication my asthma is much worse and no longer under effectively managed. At my next review I will insist on returning to the old medication.
Visited June 2023
Review titled Hedge End Medical Centre
Replied on 01 March 2024
Dear Ian, I'm sorry to hear that you've had a bad experience with an inhaler. All practices are being encouraged to promote environmentally-friendly inhalers, and most patients will find this a positive change. As with any medication though, there are some patients for whom the new medication isn't suitable. Please don't wait until your next review, please submit an eConsult and we will get you an appointment to discuss this.
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Review titled Mental health physical
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Not quite sure why the physical health assessments have been farmed out but my latest encounter resulted in lack of professionalism, competence and an acute inability to communicate on any level - let alone about the sensitive nature of health. This is such an amazing GP practice what's gone wrong? Having an annual physical health assessment because of a mental health condition is usually a really productive encounter that maintains my trust in the profession. However, my latest experience was quite the reverse and one that I will not be repeating. If the provision of services change then the level of quality, and essentially competence by the care provider shouldn't. I will not be exposing myself to this experience again.
Visited May 2023
Review titled Hedge End Medical Centre
Replied on 17 May 2023
Dear patient, We are so sorry that you've had this experience. We would really like to investigate this, please do contact our patient experience manager, Jo, on hiowicb-hsi.hemcfeedback@nhs.net. We are keen to ensure that we are providing a good service and happy to take on board feedback where an experience has been less than satisfactory. To answer very generically, practices locally have been supported in our physical health checks for patients with serious mental illness by Solent Mind - we are still offering these checks with a GP, but the initial part is currently with Solent Mind. You will also get a follow up invitation to see the GP (generally around the month of your birth). Sorry you've had a poor experience, but please don't let that put you off accessing our practice for these in the future.
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Review titled Great flexibility and responsiveness
Rated 5 stars out of 5
by Daniel Giles - Posted on 17 March 2023
I wanted to express my gratitude for the Hedge End Medical Centre team this week. I had two different reasons to visit the doctor this week. On both occasions I was contacted within 2 hours of submitting the econsult and seen by the doctor within 6 hours of submission. They were quick, responsive and flexible. There was an issue with my prescription which they dealt with quickly so I could start treatment immediately when they could have asked me to wait until the morning or Monday. Thank you!
Visited March 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Thank you so much for taking the time to let us know about your positive experience. We do feel that eConsult works really well in helping us to prioritise the needs of patients who are unwell, so it is gratifying to hear it directly back. We really appreciate you doing this, and your feedback will be passed to the team. Thank you.
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Review titled No appointments
Rated 1 star out of 5
by Nigel Lush - Posted on 25 March 2023
Have an on going issue since September last year, had blood tests etc , same issue continues couldn't get an appointment, finally got an appointment, only for Hemc to cancel great ! No appointments released this week or at the hub just waiting ! Not really acceptable, hopefully someone does contact me as advised to rearrange the appointment.
Visited March 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Sorry you have struggled to get an appointment. It sounds like your need has been assessed as routine, and you are struggling to get a routine appointment. We currently have some unexpected absence in the GP team, which has meant we have had to postpone some of our routine capacity to ensure we have enough capacity for the urgent needs of patients. We have kept the list of people we have needed to cancel so we will booke them back in when we have more capacity - we hope to be in contact this week with a new appointment. So sorry for the inconvenience, please do get in touch with our feedback address if you have problems ongoing: hiowicb-hsi.hemcfeedback@nhs.net.
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Review titled Really helpful team
Rated 5 stars out of 5
by Sally Marsden - Posted on 22 February 2023
Attended yesterday. The Reception team are always friendly and welcoming. Very willing to help. I had excellent service yesterday. Much improved service. Lovely team of Dr’s. working under great pressure. They are doing their best despite what you might think.
Visited February 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
Thank you so much for your feedback about the different parts of the team, we really appreciate when someone takes the time to let us know we are doing well. It will be passed on to the team.
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Review titled Best Care
Rated 5 stars out of 5
by Anonymous - Posted on 10 February 2023
Hedge End Team is the best . You have helped me so much during the last six months and during major surgery. You have supported me and provided excellent care in my time of ill health . You are all appreciated so much in what you do each day . Thank you for your kindness and care when you need it most .
Visited January 2023
Review titled Hedge End Medical Centre
Replied on 27 March 2023
So lovely for you to have taken the time to feed back your experience of the Practice. Your appreciation has been passed on to the team. Thank you!
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Review titled Poor service and attitude
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
My elderly mother waited in for a phone call from the Dr that she had already had to wait a week for. Didn't phone when agreed an then lied about calling when she phoned them. Rather than apologise and arrange a call later that day the receptionist said she would book a call for a weeks time. This is just one of a number of examples I could quote regarding the ever reducing level of service provided by the practice. She was only having a phone call as the reception staff have all but forbidden face to face appointments. Someone should remind them that they have no medical qualification.
Visited October 2022
Review titled Hedge End Medical Centre
Replied on 04 January 2023
I am sorry to hear that your experience has been poor. It is obviously difficult to respond to your statement without identifiable information, but we are happy to investigate should you wish to contact our Patient Experience Manager, Jo on hiowicb-hsi.hemcfeedback@nhs.net. We can listen back to phone calls and check exactly what information was given. The practice policy around appointments is that the GPs suggests whether a face to face or telephone appointment would work best for the type of request, but where a patient prefers to be seen when a telephone appointment is recommended, we offer this where practical. Around 2/3 of our GP appointments are face to face. I'm sorry if this wasn't offered for this appointment. Our reception team have not "forbidden" face to face appointments, and they always work to the protocols set by the GP Partners, so if they are giving information, it is based on these protocols, not on their opinion. As I mentioned, we would be happy to address your concerns if you wish to contact us.