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 Appointment Booking is Fundamentally Broken
Rated 2 stars out of 5
by Anonymous - Posted on 28 November 2023
The appointment booking process at this surgery is fundamentally broken. I appreciate that demand has increased for surgeries but even if demand was low, it would still be way too hard to book an appointment. E-Consult requests can only be submitted in surgery hours (when I'm working). To get an appointment to discuss my asthma I had to submit three E-Consult (they lost the first one, the person on the phone put the wrong info on the second) and then you can't get through on the phone to discuss an appointment time (I tried ten times in one day for the automated message to say they were too busy and cut me off...all whilst at work myself). A review of your processes from a patient perspective is sorely needed to make it much easier. People don't mind waiting for a routine appointment, it's the endless failed attempts to do the simplest things that gets everyone so frustrated.
Visited November 2023
Review titled Hedge End Medical Centre
Replied on 01 March 2024
I'm sorry that you have had such a poor experience with our appointment system and eConsult. We are very happy to look into the circumstances around this if you'd like to email the details to us on hiowicb-hsi.hemcfeedback@nhs.net. We do continually review our processes, and you may have seen that we, along with Blackthorn Health Centre, are setting up an Urgent Care Centre in May which should alleviate some of the pressures on the routine side of appointments. We have also recently amended some of the options on our phone system to make it clearer which option to choose, and separates out urgent from routine.
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Review titled A great practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 September 2023
I recently moved to this practice from another in Hedge End and I would like to say how nice hemc is compared to my previous practice. The staff are friendly and helpful and it’s been so easy and stress free to book appointments and to use the e consult. So glad I moved to this practice. Thank you!
Visited September 2023
Review titled Hedge End Medical Centre
Replied on 28 November 2023
Thank you so much for your feedback. Our staff work so hard and are such a brilliant team, and it's so good to hear that this has also been your experience. We will share your comments with the team!
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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.