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 Patients are human, just like reception staff.
Rated 2 stars out of 5
by Jo - Posted on 21 June 2023
It turns out it is not possible to leave a name on these reviews, even if the review is a good one. To the receptionist who works Wednesdays and whom I have spoken to one three separate occasions. Thank you for being honest and not giving a copy and paste/corporate answer. You do not deserve to be shouted at or abused by other patients or any patients full stop. There is never a need for that, and I support you. I went into the surgery today after work, in order to collect a summary of my health records. I do not like going into this surgery, calling the surgery or even sometimes getting calls or seeing certain staff. In fact my mental health has worsened from me seeking support in April, until now, June, to the point that the thought of accessing services at this surgery triggers anxiety and panic attacks. This is the fault of the differing rules from time to time as to the processes to getting: appointments, what appointments are called, leaving messages for doctors (whether these are called tasks or messages or other) whether the form is called e-consult or e-consult form, triage form, appointment request form or the acronym! To this member of staff at the front desk (and I hope this feedback gets to you) you and some of your other colleagues, thank you for talking to your patients like they are human and not a simple inconvenience or burden. Thank you.
Visited June 2023
Review titled Meon Health Practice
Replied on 26 June 2023
Dear Jo, Many thanks for taking your time to provide this feedback. Please be advised that we have no control over the consent to share names on reviews on the NHS website, but we will of course share your kind words with the receptionist who works on Wednesdays and thank you for being supportive of our team. Our clinical and clerical staff do their best every day to deliver the best possible experience to our patients and when we share positive feedback like yours it makes a real difference knowing their efforts are appreciated and acknowledged. We are sorry to read you are struggling with your mental health, specifically reading this is worsened recently and notably when you are contacting, or being contacted by, the surgery. We are doing our best to communicate to patients our various processes and guidance, including access to appointments, and we are sorry for any miscommunications that have caused additional upset to you. 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 Complaints Form, available from reception 2. Completing a Feedback Form on our website 3. By letter to Patient Services Management Team c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from one of our Patient Services Management Team Thank you again for your time in contacting the surgery and we believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Services Manager
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Review titled Good service
Rated 5 stars out of 5
by Janet - Posted on 05 May 2023
Went for my 6th covid vaccination. Very well organised. We were shown to parking space. Inside we were greeted and answered a few questions then proceeded to join a small queue. Vaccination painless. Very pleasant nurse and clerical person. All done and dusted within 10mins.
Visited May 2023
Review titled Meon Health Practice
Replied on 15 May 2023
Dear Janet, Many thanks for taking your time to provide this feedback on our service. We are delighted to receive your five star review after your 6th Covid vaccination. We have a variety of team members within our Planned Care and Vaccination teams of both clerical and clinical staff, and volunteers who offer their time to help, who take pride in running these clinics and we appreciate you offering this positive feedback for their efforts. We have already shared your kind words with the team, and they really appreciate the recognition you have given. We are all working hard every day to deliver the best possible experience to patients either at one of our three GP surgeries, or when we are providing care at an external site to our own, and when we can share positive feedback like yours with our staff it makes all the difference to us. Thank you again for taking your time to contact us with this feedback and we will endeavour to deliver you this experience of service again. Kind regards, James Leach Patient Services Manager
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Review titled Great nursing staff
Rated 3 stars out of 5
by Anonymous - Posted on 03 May 2023
I've needed nursing help for several months, the are kind and caring, efficient and helpful. The nursing staff have helped me through a troubled time.
Visited May 2023
Review titled Meon Health Practice
Replied on 05 May 2023
Dear Patient, Many thanks for taking your time to provide this feedback. We are delighted to see you have had a positive experience with the Nursing staff at our surgery. All of our staff work extremely hard every day to deliver the best possible care to our patients and they will be grateful to see this feedback when it is shared among our staff. Thank you again for taking the time to share this feedback and we trust you will receive this level of service again in the future. Kind regards, James Leach Patient Services Manager
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Review titled Good experience
Rated 5 stars out of 5
by Christine Campbell - Posted on 04 May 2023
Covid jab today. Lots of volunteers and staff to guide the process. Excellent nurse, no pain. Lovely friendly atmosphere.
Visited May 2023
Review titled Meon Health Practice
Replied on 05 May 2023
Dear Christine Campbell, Many thanks for taking your time to provide this feedback. We are delighted to receive your five star review after your recent Covid jab. We have a variety of team members within our Planned Care and Vaccination teams of both internal staff and volunteers who take pride in running these clinics and we appreciate you offering this positive feedback for their efforts. We are all working hard every day to deliver the best possible service to patients and when we can share positive feedback like yours with our staff it makes all the difference to us. Thank you again for taking your time to contact us with this feedback and we hope to deliver you this experience of service again. Kind regards, James Leach Patient Services Manager
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Review titled Horrific Process - Physically cannot get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Registered with online portal.... no way to book an appointment online. Sat on phone for nearly an hour to get through to someone and was told they don't give appointments and you have to phone at 8am to play the hunger games and see if you can get an appointment. Phoned at 8am several days in a row "Sorry we are having unusually high volumes, please hang up". I'm not interested in copy & paste excuses which im sure will appear below like the other posts saying the same as me, their processes are the worst I've ever seen in any industry. Everything is tailored to make it impossible to get an appointment. Im sure the doctors/nurses are great, but whoever designed their entry point for people who need help..... they need to be fired.
Visited April 2023
Review titled Meon Health Practice
Replied on 14 April 2023
Dear Patient, Many thanks for taking your time to provide this feedback. We are sorry there are difficulties with patient access for ‘routine’ appointments. We are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the capacity to see everyone. Last month we offered over 6,000 consultations on the day they were requested which was in addition to any follow-up appointments or administrative work that GPs do – for example prescriptions, results, actioning requests from Hospitals and responding to patient queries. Included in this number were 1,500 routine consultations with 1,800 of the appointments being face to face with a clinician. Our telephone wait times have been one of our top priorities and in March our team responded to over 12,000 calls with the longest average wait time of 9 minutes 27 seconds with an average queue position of 10 during peak hours. We course apologise for any frustrations and inconvenience caused in your requests for a ‘routine’ appointment. We are operating a same day GP Triage and, depending on clinical staffing, will offer as many ‘routine’ appointments as possible each day. We operate a same day service to ensure urgent appointments are available each day for those who need clinical support urgently. With the nature of a same day service, we ask patients to contact us the day they are available for their consultation. Our access is pre-recorded on our telephones, and updated daily, to confirm if we have ‘routine’ appointments or if our ‘routine’ appointment book is ‘full’ to avoid any frustrations of holding for any length of time to be told there are no appointments available. The telephone system does also advise callers when we are at maximum call capacity, and the queue capacity is set to reduce technical concerns causing callers to be disconnected. The Management Team are reviewing our availability for appointments daily, and monitoring this throughout each day, to ensure we can allocate appointments to those who need us most, while offering as much ‘routine’ access to our patients as possible. Should you wish to discuss your experience further, please kindly contact us directly so we can investigate this and respond to you more formally. You can do this in the following ways: 1. Completing a complaints Form, available to collect from reception 2. Completing a feedback form on the website: https://www.thehighlandspractice.co.uk/feedback-and-complaints/ 3. By letter to Complaints Team c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from a member of the Complaints Team 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 Great service
Rated 5 stars out of 5
by Kerry - Posted on 06 May 2023
Raised a concern over elderly parent's medication and within a couple of hours a lovely gp had mae a home visit, checked thoroughly and explained clearly. Have always had quick response when contacting recently for parent & gps we have seen have all been wonderful done everything they can to help. Nothing seems too much trouble & we never feel rushed & follow up appointments made when needed.
Visited April 2023
Review titled Meon Health Practice
Replied on 15 May 2023
Dear Kerry, Many thanks for taking your time to provide your feedback on our services. We are delighted to receive your five star review of great service regarding your recent contact to us requesting a home visit for your concerns. We have shared your positive words with the team, and we really appreciate the positive recognition you have given, and knowing you’ve had a good experience with us. All our clinical and clerical staff are working hard every day to deliver the best possible care to all our patients and when we can share positive feedback like yours with our staff it makes all the difference to us. Thank you again for taking your time to contact us with this feedback and we will endeavour to deliver you this experience of service again. Kind regards, James Leach Patient Services Manager
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Review titled Gone downhill faster than an Olympic skier
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2023
Out of frustration I used a private GP to get a referral in March. It was sent to the Highlands Practice. I waited until mid May to chase, initially I was told it had been sent. The next time I called I was told it hadn't been sent. The time after that I found it it had eventually been sent, but to the wrong place so it was rejected. Late May I called again, got a call back, but I was away, so we eventually spoke in June. The GP agreed to send the original referral to the correct place. I called last week (late Oct) and was told it was sent late September. To date I've heard nothing. But as the call was ending the person said "eer, oh" as is she was going to say something about the referral but then just ended the call. I've checked my NHS account and no referrals are showing so I am not optimistic. Prior to the merge, creating Meon, the service was good. The calls were answered in a reasonable time. You could get an actual appointment. You could use econsults, which were invaluable for people like me who have jobs! Now you have to queue at 8am to fill in a paper version, which makes no sense. It's a total disaster. I've heard some stories that make my situation very trivial. But it's 2023. We all deserve better.
Visited March 2023
Review titled Meon Health Practice
Replied on 06 November 2023
We are sorry to hear that you have not heard about your private referral requested earlier this year. We are currently processing referrals within 2-5 days of them being raised by patients/staff members. We would like the opportunity to investigate and explain what has gone wrong with your referral and put it right for you. If you would like us to do this, please could you let us know by contacting us via our website/chase a referral section at: https://www.thehighlandspractice.co.uk/navigator/track-a-referral/ Kind regards, Paula Parkes Meon Health Practice
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Review titled It is impossible to get appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2023
It is impossible to get appointment even if you phone first thing in the morning. I have tried many times. Even if you go to the surgery. Complaining is a waste of time. Basically, they want you to go to Hospital. Also, via their web site they will get you to sign up to a service which is called Patient Access which is no help whatso ever. It just a site for commercial payment heath care. I’m absolutely had enough. Absolutely disgraceful
Visited March 2023
Review titled Meon Health Practice
Replied on 14 March 2023
Dear Patient, Many thanks for taking your time to provide this feedback and we are disappointed to see you have had a negative experience with our surgery. We are very sorry that there are difficulties with access for appointments with a GP. 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. In the month of February this year we offered over 5,000 consultations with our same day clinical teams in response to patient contacts on the same day and this is not inclusive of any proactive work the GPs offer in addition to daily demand for appointments from our patients. Included in this number were over 1,000 routine consultations, and over 1,600 of these were face-to-face appointments. We do of course apologise for any frustrations and inconvenience caused to you in your contacts our services to request an appointment. As we returned to routine service after the pandemic, we made some changes to our service so we can ensure we have a clinically safe and robust system in place for our patients. We are currently operating a same day GP Triage service and, depending on the clinical staffing on the day, will offer as many routine appointments as possible each day before we reach full capacity. Our access status will be pre-recorded on our telephones, and updated daily, to confirm with callers if we have ‘routine’ or ‘urgent’ access each day to avoid any frustrations of holding for any length of time to be told there are no appointments available. The Management Team are reviewing our availability for appointments daily, and monitoring this throughout each day, to ensure that we can allocate appointments to those who do need us the most, while offering as much routine access to our patients as possible. We are operating a same day service to ensure that urgent appointments are available each day for those who need clinical support urgently. With the nature of a same day service, we are asking patients to contact us on the day they are available for their consultation. We understand how frustrating it is when you can’t get an appointment, but please be as patient as possible with us and our staff and contact us another day when we hope to be able to help you. 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 Meon Health Practice
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Review titled Doctor appoitment
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
I telephoned to ask to speak to a doctor regarding my existing condition. I was told that all appointments were gone for the day and would need to call back as near to 8am as possible. The problem is that all the appointments for the day are full by the time the phone is answered, I keep being fobbed-off and told to call back the next day. However the problem is the same the next day. This is unacceptable.
Visited March 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 yesterday. 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 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. Monday is our busiest day and nearly all of the 241 patients we consulted yesterday had urgent medical problems which took priority. Unfortunately, we do have a limited capacity each day and we understand how frustrating it is when you can’t get an appointment, but please be as patient as possible with us and our staff. We would encourage you to use the 111 online service to get medical advice and please do contact us again if 111 recommends assessment by a GP. We take all feedback very seriously and will use this to improve our services moving forward. We trust this information is helpful and believe we will deliver you an improved service in the future. We take all feedback very seriously and will use this to improve our services moving forward. Kind regards, James Leach Patient Service Manager
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Review titled Great service
Rated 4 stars out of 5
by Rachel - Posted on 23 February 2023
I went into the surgery this morning at 8am to ask for a routine appointment I was greeted by a lovely receptionist and was asked to fill out a form and once told it had been looked at I’d be contacted and told when my appointment would be. I then received a text about an hour later asking if I could get to the surgery for 10:35am for a blood test. I went for the blood test and then got another text saying I will get a call from a GP on Monday. I feel the surgery gets lots of negative comments as people are quick to complain but not so quick to give credit where credit is due. Thank you to you all.
Visited February 2023
Review titled Meon Health Practice
Replied on 07 March 2023
Dear Rachel, Many thanks for sharing your feedback with the surgery. We are delighted to hear the practice has delivered you this standard of service and will share your kind words with the team. Our staff do work incredibly hard under increasing pressure and we do this with the belief we can support all our patients with this level of experience. 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