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 Awful
by Anonymous - Posted on 13 June 2024
90 days for an doctors note is absolutely appalling? Are we supposed to be psychic? 3 whole months. Ive suffered because of their incompetence. Utterly appalling. My mental health has declined as a result of their absolute incompetence. They lied to me by saying i would have it by a certain date and mark it as urgent , however that was not the case. Nothing was done. Ironically it was for mental health, these people dont care about mental health or how they've made it irreparably worse. Awful and incompetent surgery. Nothing can be done now and they dont care. Dreadful service, i wish i was with another surgery that actually cares.
Visited June 2024
Review titled Meon Health Practice
Replied on 20 June 2024
Dear Patient, Many thanks for taking the time to provide your feedback regarding the process time taken for a doctor’s note and our communication to you for this request. As your feedback is anonymous we cannot directly respond to the context of your request but if you would like clarity over the time we require to process a vast array of administrative requests, this information should be available on our website: https://www.meonhealthpractice.co.uk/practice-information/administrative-office/ Generally speaking, we receive a large variation of admin requests which may or may not require clinical time or extensive administration time (pending the context for the request) and some of these requests can take up to 90 days. There are also many types of requests that we process faster than this ‘up to 90 day’ timeline, but without clarity of the request you have submitted to us, we cannot address this more specifically if there has been any miscommunication or errors on our part. The time we require should be correctly relayed to the person submitting the request at the time of contact, and we apologise if there was any miscommunication or misunderstanding for your request as you have described. We are also sorry you feel we had a negative impact on your mental health in the handling of this request and would like to reassure you we do care about mental health concerns, and we treat these concerns with the utmost seriousness. If you are experiencing any concerns with your mental health, we trust you have been consulted appropriately by our clinical teams. If you require clinical care for these, please get in touch with the surgery to seek the appropriate support. As your feedback is anonymous, we cannot investigate this directly. If you wish for us to respond to you more formally, please contact the surgery by the following methods: 1. Completing a formal Complaints Form, available from our surgery receptions. 2. By letter to: Complaints Team, Meon Health Practice, 102 Highlands Road, Fareham, PO15 6JF 3. By telephone - 01329 845 777 Thank you again for taking the time to share your feedback and we are sorry we have not met your expectations. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Services Manager
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Review titled Brilliant
Rated 5 stars out of 5
by Debbie - Posted on 20 June 2024
Submitted Anime at 8.00 received call at 8.20 asking to come in for face to face appointment at 9.30
Visited June 2024
Review titled Meon Health Practice
Replied on 25 June 2024
Dear Debbie, Thank you for taking the time to share this five star review regarding the brilliant actions and service from our team in response to your recent anima request. All feedback helps understand what we are doing right and where we can improve. We are so pleased to receive your appreciation of your anima appointment request being triaged by our clinician to request a face-to-face appointment to be arranged by the admin team which was confirmed with you all within just 90 minutes. All our staff work so hard every day to deliver this level of experience for our patients and feedback like this really helps motivate all of us. We have shared your kind words with our staff and thank you again for contacting us. Kind regards, James Leach Patient Services Manager
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Review titled The Booking system at Meon Health does Not Work.
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2024
I have been unable to get a GP appointment or put in a medical request online, I have been trying for 3 weeks by phone and via anima. Now I will have to resort to buying medication online. My complaint is no reflection on the staff at meon health but the booking system is not fit for purpose. Also at what point does a routine appointment become an emergency! Please whoever is responsible for this system change it so future appointments can booked or at the very least more online medical reviews can be dealt with.
Visited May 2024
Review titled Meon Health Practice
Replied on 07 May 2024
Dear Patient, Many thanks for taking your time to provide this feedback with frustrations of our current booking systems for what is considered a routine GP appointment and we are very sorry to read we have not met your expectations as our patient. We are working very hard to offer as many appointments as we can but we, like all GP surgeries nationally, do not have the clinical capacity to see everyone when they would like to be seen. Last month (April) the Practice held over 17,600 consultations with 1 in 40 being missed, at an average of more than 100 appointments each week, totalling to over 110 hours of wasted clinical time, and over 4,200 of these were arranged through our daily GP-led triage process. Included in this were over 1,000 routine GP appointments and over 9,100 face-to-face appointments were booked. This is in addition to all administrative clinical work (e.g., prescriptions, test results, requests from Hospitals and other patient queries). We ask all patients to advise us if they are not able to attend an appointment as this allows us to offer that appointment to another patient but unfortunately this does not always happen. It is also important to highlight our clinical staff can be required to work beyond the recommended levels to meet patient demand, and we must consider their health and well-being, as well as that of our patients. To reassure you of processes and improvements made, our 2023 appointment data shows this triage system increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the 2022 data. As part of our ongoing commitment to improving our services, we introduced a new website with better digital access using an online consultation system called ‘anima’ in February ’24. Please be aware while anima will improve online access for those who can use the internet, and also improve how to contact us for patients who cannot use the internet as telephone and in person contacts should become easier, anima is not increasing our clinical staffing. 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 formal Complaints Form, available from our surgery receptions. 2. By letter to: Complaints Team, Meon Health Practice, 102 Highlands Road, Fareham, PO15 6JF 3. By telephone - 01329 845 777 Thank you again for taking your time to share your feedback and we are sorry we have not met your expectations. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Services Manager
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Review titled Phone communication
Rated 4 stars out of 5
by Anonymous - Posted on 03 May 2024
After 33 minutes of being in the call queue from c. 3:30pm, my GP completed my repeat prescription request online via the NHS app (which I kept checking whilst in the queue). I apologise if my hanging up counts as a 'missed call' for the admin team. Unfortunately all the advice on the website (Meon, Anima and NHS app) says to call the surgery which must result in increased call traffic.
Visited May 2024
Review titled Meon Health Practice
Replied on 07 May 2024
Dear Patient, Thank you for taking your time to contact the Practice to share your positive feedback regarding the speedy resolution offered by our GP with your recent prescription request sent using the NHS App. Your feedback of this request helps us understand what we are doing right, such as encouraging the NHS App for prescriptions as this is the quickest, safety, and easiest way to request repeat medication, and where we can make improvements, including review of our communications on our new website and new online communication system ‘anima’. We are delighted to hear that you had this positive experience with us in your recent contact and will ensure this is shared with our staff. Positive experiences like this really motivate our team who are doing their best every day in an increasingly difficult environment. Once again, thank you contacting us and being part of our practice. Kind regards, James Leach Patient Services Manager
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2024
Tried to use Anima first (first time using it) extremely limited options for booking an appointment which had no relevance to why I was trying to make an appointment and no 'other' option. So tried the phone line at 8.07am to be told all the appointments for the day had been taken! The phone line only opened at 8am! Now I have to repeat the process for days on end in order to get an appointment for my daughter. Just a ridulous state of affairs
Visited May 2024
Review titled Meon Health Practice
Replied on 30 May 2024
Dear Patient, Many thanks for taking your time to provide this feedback with disappointment of our options for booking appointments and we are sorry we have not met your expectations as our patient. At the time of your contact we are working through increased pressures due to the Bank Holiday week which has meant we are shorter on appointments than usual. For important context to the service we offer, last month (April) the Practice held over 17,600 consultations with 1 in 40 being missed, at an average of more than 100 appointments each week. Included in this were over 1,000 routine GP appointments, over 9,100 face-to-face appointments were booked and over 4,200 of these were arranged through our daily GP-led triage process. This is in addition to all administrative clinical work completed by the team (e.g., prescriptions, test results, requests from Hospitals and other patient queries). It is also important to highlight our staff can be required to work beyond the recommended levels to meet demand, and we must consider their health and well-being, as well our patients. To reassure you of our services, our ‘23 appointment data shows our triage system increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the ‘22 data. As part of our ongoing commitment to improve access and how to contact us, we introduced the online consultation system ‘anima’ which you refer to in February ‘24. Please be aware while anima will improve how to contact us, anima is not increasing our clinical staffing. To reassure you anima is helping us improve, since we released anima in February, we have received over 1,700 medical (appointment) requests and over 5,300 total requests (medical and admin) submitted online by patients who may not have been able to contact us before this third option. As your feedback in anonymous we cannot be more specific to your contact. If you wish for us to respond to you directly, please contact the surgery by the following methods: 1. Completing a formal Complaints Form, available from our surgery receptions. 2. By letter to: Complaints Team, Meon Health Practice, 102 Highlands Road, Fareham, PO15 6JF 3. By telephone - 01329 845 777 Thank you again for taking your time to share your feedback and we are sorry we have not met your expectations. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Services Manager
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Review titled Wonderful care
Rated 5 stars out of 5
by Jane - Posted on 30 May 2024
We cannot thank all the team at Highlands Practice enough for their excellent and expert care for our husband/Dad especially in his final weeks, days and hours. This even extended to the hours after he had died at home and the days before we were able to obtain his Death Certificate. Everyone gave us the time we needed and was understanding and helpful for even the smallest query. We really have experienced the NHS at its best. Thank you to each and every one from District Nurses to Doctors, Extended Primary Care Team, Paramedics, the Pharmacy Team, Receptionists ... apologies if I've left anyone out - we're enormously grateful to you all!
Visited May 2024
Review titled Meon Health Practice
Replied on 30 May 2024
Dear Jane, Thank you for taking your time to share your five-star rating and thanks to the Practice for your recent experience with our staff and services. Your feedback helps us understand what we are doing right, and where we can make improvements, and we are so pleased to see we could support you with such wonderful care offered for you, your dad, and family, particularly at such a sensitive time. We would like to express our sincere condolences to you and your family at this time and thank you for sharing your kind words which we will share with our staff. Delivering this level of care for our patients is what we strive for and feedback like this will be truly welcomed and heartfelt by the team. Once again, thank you contacting us and being part of our practice, and we offer our deepest sympathy to your family. If there is anything else we can do to help, please do not hesitate to contact us. Kind regards, James Leach Patient Services Manager
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 29 May 2024
The GP was so helpful and reassuring and the receptionist was lovely and helpful as well. I know GP practices are under a lot of pressure at the moment and so I really appreciated feeling well taken care of. Thank you very much!
Visited May 2024
Review titled Meon Health Practice
Replied on 29 May 2024
Dear Patient, Thank you for taking your time to contact the Practice to share your positive experience with thanks and appreciation. Your feedback of the helpful and reassuring service you received from our GP and our receptionist helps us understand what we are doing right and where we can make improvements. We are delighted to hear that you had a positive experience with us and will ensure this is shared with our staff. All our staff are working incredibly hard every day under a lot of pressure as you have referenced and when patients recognise this effort being made, it really means a lot and helps motivate us. Once again, thank you sharing this positive experience of our services and thank you for being part of our practice. Yours sincerely, James Leach Patient Service Manager
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Review titled Poor
Rated 2 stars out of 5
by Anonymous - Posted on 16 April 2024
I came into the surgery to request different pain medication for my ongoing knee issues which have latterly worsened significantly. I filled in a form as given me by the receptionist outlining the issues that have been apparent since September of 2023 and asked that I be considered for different medication to that of the Zapain that I have been using! I was expecting a phone call to discuss this but instead recieved a text giving me a telephone appointment with msk for 18th at 15:00hrs!!! I have seen msk on several occasions so feel that option was not realistic or suitable as I have been through referred (by you) physio sessions at Fareham Comm Hospital and been seen at Gosport War Memorial. I have been awaiting specialist appointment at QA since 13th December after Physio referral! This has now come through and I have appointment for 2nd May. I also noted that whilst at the surgery today I did a blood pressure test which stated was high on three tests.. do I get an additional call re this or is this something the MSK appointment will address?? I feel as usual a brush off from the practice.. I was only requesting additional pain relief and cannot see any point in again talking to msk. I would add that throughout all my issues since last year I have yet to see or even talk to a GP!
Visited April 2024
Review titled Meon Health Practice
Replied on 17 April 2024
Dear Patient, Many thanks for your time providing this feedback and we are sorry we have not met your expectations with the outcome of your recent request for medication for ongoing knee issues. We cannot directly respond with how we responded to your requests as this is anonymous feedback and each unique clinical request requires an appropriate response to its clinical context presented by the patient, patient history, and other specific factors to each patient request. Depending on the context to your medication and ongoing knee issues, our healthcare professionals would assess the information provided by yourself and make a clinical decision to the best placed treatment plan for the request we are presented with. We, like all modern GP surgeries, are much more than a ‘doctors surgery’ and our clinical teams are made up of various healthcare professionals with specific training to particular elements of healthcare and wellbeing, and many symptoms can be treated by another healthcare professional better than a doctor would be able to assess and support you and all of our patients. All of our healthcare professionals are certified and highly trained, and we will always direct you to the most appropriate clinician or service within our Practice in order to help you. Similarly with a patients preferred mode of consultation, we do ask patients their preference of face-to-face appointments, telephone, text, or video, and will try to accommodate as best we can to patients preference, but ultimately a clinical decision is made to the mode of consultation required to provide an appropriate treatment plan to each unique patient request. Regarding your high blood pressures test results, with the process details above, any requests we have received will be sent to the appropriate person or team who will respond to you as needed. Again, as your feedback is anonymous, we cannot be more specific to your experience, and if you’d like us to investigate this formally, you can request this by: 1. Completing a complaints form at reception 2. Completing a feedback form online: Feedback & Complaints - Meon Health Practice 3. By letter to Complaints c/o 102 Highlands, Fareham, PO15 6JF 4. By telephone We apologise again we have not met your expectations and we thank you again for sharing your feedback. We believe all feedback helps us to deliver an improved service in future. Yours sincerely, James Leach Patient Service Manager
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Review titled Helpful receptionist
Rated 4 stars out of 5
by Kim - Posted on 08 April 2024
Credit where its due, called this morning and spoke to pat ( I think that was her name) about cancer medication to now be taken over by the gp. She was efficient helpful and got the matter resolved in 10 minutes with a prompt call back.
Visited April 2024
Review titled Meon Health Practice
Replied on 10 April 2024
Dear Kim, Many thanks for taking your time to share this review with us. We are so pleased to read of the helpful receptionist during your recent contact to us and will ensure this is shared with our staff. Receiving recognition for the staff's efforts is always really appreciated as we all work very hard every day to provide the best experience and care possible to each of our patients. Your kind words will really help motivate the team and we appreciate you taking the time to acknowledge the helpful and prompt service you received recently. We aspire to deliver this level of experience to you and all our patients, and believe we will do so in the future. Thank you again for sharing this feedback and for being a patient with our Practice. Kind regards, James Leach Patient Service Manager
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Review titled Stay clear
Rated 1 star out of 5
by Mr T - Posted on 27 March 2024
The call centre at this GP surgery makes it awfully difficult to get the care you need. They don't seem very understanding, and their tone can be quite off-putting and rude. It's also frustrating that appointments are only available on the day you call and insist that no "routine" appointments can be made. It feels like they're trying to discourage people from contacting them altogether, which is worrying. I am literally prevented from sharing my health results with my doctor and not allowed to make an appointment to see them. I said if they took my results to my doctor, what if he needed me to make an appointment. They seemed stumped and this wouldn't be something appropriate either.
Visited March 2024
Review titled Meon Health Practice
Replied on 02 April 2024
Dear Mr T, Many thanks for providing feedback with concerns of your contact to us via telephone and we are sorry we have not met your expectations. All calls are recorded for training and monitoring and if you’d like for us to investigate this, you can request this by: 1. Completing a complaints form at reception 2. Completing a feedback form online: Feedback & Complaints - Meon Health Practice 3. By letter to Complaints c/o 102 Highlands, Fareham, PO15 6JF 4. By telephone Regarding difficulty requesting a routine appointment, we work very hard every day to offer as many appointments as we can, but we do not have the clinical staffing to see everyone. Last month (March) we held over 16,200 consultations with over 5,300 arranged through our daily triage. Included in this were over 1,000 routine appointments. This is in addition to clinical admin work (e.g., prescriptions, test results, requests from Hospitals and other queries). Many of the other 10,900 appointments are booked via NHSApp (e.g., smears and blood tests), self-booking links (for health reviews) or when follow up is needed. With our same day triage, although you may need to contact us on multiple days requesting a GP appointment, this is typically sooner and safer than asking patients to wait up to six weeks for a routine appointment. We may also signpost patients with minor problems, as many minor ailments can be treated at home or with advice from a pharmacist. To support patients and staff, we review our staffing, and monitors this each day, to ensure we allocate 'same day' appointments to those who need us most, while offering as many ‘routine’ appointments as we can. To reassure you our intentions are to improve and not discourage contacts, our 2023 data shows we increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the 2022 data. As part of improving how to contact us, we introduced a new website with better digital access using ‘anima’ in February ‘24 offering an additional contact method for patients who can use the internet and allow our telephones to prioritise those who cannot contact us online. Please be aware while anima should improve how patients contact us, anima is not increasing our staffing and when our GP appointment book is full the option to request routine medical help online will not be available. Medical requests are generally available via anima from 8am Monday to Friday and you can always contact us for urgent medical problems by telephone or in person. We understand how frustrating it is when you can’t be seen for a ‘routine’ problem, and please be patient and kind with our staff while we try and process the demand on our service. Thank you again for taking your time to share your feedback. We believe all feedback helps us to deliver an improved service in future. Yours sincerely, James Leach Patient Service Manager