Meon Health Practice
Yew Tree Drive, Whiteley, Fareham, PO15 7LBContact details and opening times
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Reviews
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Review titled No support
Rated 1 star out of 5
by John Harniman - Posted on 06 July 2024
I recently could not travel a booked holiday but due to having pneumonia and a 10 day hospital stay I had to cancel my holiday. I needed the surgery to complete a firm for the insurance and spent time completing it all for the doctor to help save them time. When giving the form to the receptionist they told me it will take 6 weeks for the doctor to look at it. I thought at the time it was excessive but if that was the process of the surgery then so be it. I was told if I was lucky it might take 4 weeks and should contact them then if it was ready. I waited 4 weeks, contacted the surgery but it was not ready. Knowing that their process was 6 weeks I accepted this politely and no offending anyone. Now when the 6 week period arrived it was still not ready. It’s disappointing that they say their process is 6 weeks and they have failed to meet their own process timescales. So I used Anima to contact them about this - what a waste of time Anima is. I asked when I will receive the completed form and they replied they did not know but it would be done as quick as it can. Quick as it can is no end date - this could be hours, days, months or years which is nothing short of ridiculous. Further more my Anima request was marked as closed, meaning my request for a date was closed when in fact they did not give me a date and it should have been marked as in progress. Having worked in a professional back ground to close a question without the answer the action would never be closed and left open until the answer was given. So I find their Anima professionalism as very poor. I am a stage 4 cancer patient and this is causing me additional stress and also the insurance claim is for about £3K which is not a small amount of money and not having this is also causing me additional financial stress. The context of my review is as follows; 1) Failing to deliver their services in the timescales as promised 2) Creating additional stress to a stage 4 cancer patient 3) Failing to follow own stated processes which is causing financial worries to a stage 4 patient. 4) Anima replies are just being marked as closed without answering the questions properly. I suspect that they are measured on this so the priority is to close the request and not mark it as in progress. Does this cause me distress, well I am writing this at 3:20am when I should be sleeping and getting rest, so yes this is causing me distress. I have looked on their website about any details about timescales to sign an insurance document but I cannot find it, maybe they can send me the url to the exact page (not website but exact page) where this might be quoted.
Visited July 2024
Review titled Meon Health Practice
Replied on 08 July 2024
Dear Mr Harniman, Thank you for taking the time to provide your feedback and we are sorry to hear the Practice has not met the standard you expect. Regarding point 1, we apologise if our team miscommunicated how long we require to process travel insurance forms and will ensure this is addressed to improve communication in future. For clarity, whilst requests with financial implications are important for patients, they are not considered NHS work and are not permitted under NHS guidance to be actioned in our core hours. Therefore, to complete this work, we must ask our GP staff to do this on top of their regular hours, after their NHS work is completed, and we require up to 90 days for non-NHS work. Regarding point 2, we apologise for any stress this has caused and we hope our explanation is helpful. We do not intend to cause stress to any patients, and we believe we will deliver you an improved experience in future. Regarding point 3, we do our best to prioritise anything that has financial implications, but as above (point 1) this work must be done outside of our core NHS work, at a time when GPs are under considerable pressure to look after patients with clinical concerns that require medical attention. We have a select few GPs who complete non-NHS forms on their days off or the weekend, but this is not easy to organise as additional work is often needed for NHS clinical services we must provide. Regarding point 4, we read through responses and are disappointed you feel these were not closed appropriately. Our staff advised you this work is completed by GPs outside of NHS time, offered to make your request urgent, to which you accepted, and apologised for the distress caused. For clarity, while your Anima request was marked as closed, this did not impact your request for a non-NHS form which remained with our GP team for completion and was upgraded to urgent at your request to give you further support and address issues with timescales suggested. Regarding your request for our exact URL where this information is quoted, please use the following link: https://www.meonhealthpractice.co.uk/clinics-and-services/private-non-nhs-services/ 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 Digital Transformation & Data Manager
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Review titled Zero service and zero compassion
Rated 1 star out of 5
by Zero service provided - Posted on 20 June 2024
This has to be the worst practice on the planet. It is bad enough having a medical problem, but when you have zero chance of getting an appointment because the gatekeeper on the reception and the so called online system(Anima) doesn't have any artificial intelligence to understand that a patient has a right to see a doctor, then it is time to go elsewhere. Not everyone can get out of a sick-bed at 08.00 to queue in a car park to be assessed by a non-medically qualified gatekeeper on a a reception. Zero customer service, zero SLAs and zero care for patients. Time to go elsewhere!
Visited June 2024
Review titled Meon Health Practice
Replied on 25 June 2024
Dear Patient, Thank you for taking the time to provide your feedback regarding disappointment in your recent requests to see a doctor. As your feedback is anonymous we cannot directly respond to your contact, but if you would like clarity over how to request an appointment you can find this on our website: Appointments (meonhealthpractice.co.uk) To give some general guidance on how to request an appointment, we do not require patients to queue at 8am as patients can submit requests online (via anima) and via telephone, reducing the need for anyone to visit the surgery in person. We also do not need patients to contact us at 8am. Our surgery is open Monday to Friday from 8am to 6.30pm and if a patient requires same day advice, this will not be refused at any time of day. Our reception staff do not assess patients at reception, but they are trained to ascertain the nature of a problem if required, in order to support the clinical triage step with an appointment request. Generally speaking, we receive a large number of requests from patients to see a doctor which may or may not require a doctor and are often more suitable for another healthcare professional. Each request to ‘see a doctor’ is clinically triaged by our GP-led Triage Team to ensure the information provided by patients for their symptoms are dealt with by the most appropriate person. Alongside our team of GP doctors, we have Advanced Nurse Practitioners, Minor Illness Nurses, Practice Nurses, Phlebotomists, Healthcare Assistants, Musculoskeletal Practitioners, Clinical Pharmacists, Respiratory and Diabetes Teams, Social Prescribers, Paramedics, Health and Wellbeing Coaches, Mental Health Practitioners, and other staff who are able to look after our patients without always needing to see a doctor. Regarding your inability to see a doctor, last week (the time of your contact Thursday 20th June) we offered over 1,000 appointments through our triage system, and over 700 of these consultations were completed by our GPs. We are sorry you feel we are not offering a service that meets your expectations, and we trust this important context and information address and reassures you of these concerns. As your feedback is anonymous, we cannot investigate your contacts 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 Absolutely Abysmal
Rated 1 star out of 5
by Whiteley Resident of 25 Years - Posted on 03 May 2024
I need to make an appointment to discuss HRT. It should be so simple; Call the practice, be allocated an appointment may be in several weeks time but at least I would have it scheduled. It's a routine type of appointment that I have every right to. So far I've tried calling, but I'm told that today's lists are full. I've also tried the Anima web app 2 days running but this is also full before 9am (because no-one can get anywhere by phone). I work for a living and I have to commute so I don't have the time to sit on the phone trying to get an appointment or to spend days trying to fill a form in on the phone that closes before I have time to even look at it. I know my appointment isn't urgent or life threatening, but it is distressing me. I don't understand why they haven't got a few non-urgent, routine appointments during the day that they can allocate weeks ahead so that people like me can be seen. I have many other experiences but not enough characters. To sum up; don't expect to get any appointments if you are patient with this practice because they just don't have the capacity. Apparently though they are accepting new patients!
Visited May 2024
Review titled Meon Health Practice
Replied on 07 May 2024
Dear Whiteley Resident, Many thanks for taking your time to provide this feedback with frustrations of our current appointment services when contacting us to discuss your clinical concerns specific to HRT, and we are very sorry to read we have not met your expectations as our patient. Regarding our booking methods for what is considered a routine GP appointment, 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 recommended levels to meet demand, and we must consider their health and well-being, as well our patients. While we understand this does not resolve your frustrations of being unable to book a routine appointment, we trust it reassures you of our routine bookings within our limited clinical capacity. To reassure you of our booking systems, 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 Absolute joke
Rated 1 star out of 5
by Femi Adeniran - Posted on 12 April 2024
Wanted to get an appointment regarding symptoms which the NHS says must be seen by a doctor. At 8am (the alleged time one must call or use the app) I did both and was told there are no appointments. Went to the surgery and the receptionist was incredibly rude and arrogant. To be fair to her she is probably sick of people telling her that the system doesn’t work…..but the system doesn’t work. These people made my wife cry several years ago when the wouldn’t give our son his vaccinations for various ridiculous reasons. Contender for the worst surgery in the world.
Visited April 2024
Review titled Meon Health Practice
Replied on 15 April 2024
Dear Femi Adeniran, Many thanks for your time providing this feedback and we are sorry we have not met your expectations. Regarding concerns of appointments, we work extremely hard every day to see as many patients as we can, and while we do not have the capacity to see everyone, we will always ensure we see those who require urgent advice. 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, this is typically sooner and safer than asking patients to wait up to six weeks for a non-urgent appointment. To support patients and staff, we review our capacity through the day to ensure we can give same day care to those who need us most after our appointment book is ‘full’. As part of improving how to contact us, we introduced ‘anima’ in February but while this should improve how to contact us, anima is not increasing our capacity and when our appointment book is full you will not be able to get medical help online. Medical requests are generally available via anima from 8am Monday to Friday and you can always contact us for urgent problems by telephone or in person. We cannot confirm if your request would have met our urgent criteria, and we apologise if our receptionist was rude to you for this request. If you’d like for 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 Regarding concerns of vaccinations, we follow strict clinical guidance on eligibility and while we trust our staff instructed you and your wife correctly, we apologise if the guidance we follow caused any upset to your family. Regarding your opinion we are a contender for the worst surgery in the world, last month (March) we received 730 patients’ responses via the NHS Family and Friends feedback with 89% patients rating their experience as very good or good, but we apologise again we have not met your expectations as our patient. 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 Just Appaling
Rated 1 star out of 5
by Sue Parsons - Posted on 07 March 2024
The service from this group beggars belief. I don't need an appointment just some medical advice about the long-term pain relief I take for a chronic problem. I have tried now for a week to just get through to the surgery. At 8 am it is like tactical warfare. If you go to the surgery, the queue around the block is so bad they have now started to provide chairs! The phones are jammed, if you do get through you can be 32 in the queue with a good 40-minute wait to talk to a person only to be told to try again tomorrow I am retired. god help you if you work. The new swanky online system has an option to "Ask your Dr a Question". It is permanently greyed out so useless. why have it if you are not going to use it??? I hand-delivered a letter to the surgery but when I got no reply, the receptionist admitted they had lost it. 111 have been brilliant but cannot help me and refers me back to the joke that is our surgery. I do not need Casualty. Local Pharmacist is swamped by taking on duties that a Dr should be doing. At my sister's Surgery in Berkshire, she can book a routine appointment and can see someone within 2 days without the triage system, Why can't we? I have a condition that needs physically looking at, a phone call is no good. Last year you were voted the 8th worst Practice in the United Kingdom You seem to have done nothing to improve that. This morning was the last straw. In the post, I received a surgery notification to come for a smear test and a blood test. if you have time to chase me for things I don't have symptoms of why can't I see someone or even talk to someone for symptoms I do have.?. This practice group is severely failing the population that it reportedly serves. Just Appalling.
Visited March 2024
Review titled Meon Health Practice
Replied on 08 March 2024
Dear Sue Parsons, Many thanks for taking your time to provide this feedback and we are sorry to read we have not met your expectations. Regarding difficulty contacting the Practice for medical advice, telephone wait times continue to be one of our top priorities and to sustain improvements made to telephone access, we introduced a new website with better digital access using ‘anima’ in February ‘24. As well improving digital access, we continue recruitment and training of staff to support the telephones where possible, but our lines are busiest first thing at 8am despite staff doing their best to respond to patients. Please be aware while anima improves online access for patients who can use the internet, reducing demand on telephones and in person contacts, anima does not increase our clinical staffing. We work 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 despite employing 2 new salaried GPs in August ‘23. Last month (February) the Practice held over 19,300 consultations with over 5,700 arranged through our daily GP-led triage. Included in this were over 1,100 routine and over 2,500 face-to-face appointments. This is in addition to all administrative clinical work (e.g., prescriptions, test results, Hospital requests and patient queries). We operate a same day GP-led Triage service and, depending on clinical staffing, we offer as many ‘routine’ appointments as possible each day before we reach ‘safe’ capacity. With a same day service, although you may need to contact us on consecutive days before getting a ‘routine’ appointment, this is typically a sooner and safer pathway than the alternative in asking patients to wait up to six weeks for an appointment. Regarding reference to data from last year, we believe you refer to NHS patient feedback which was made public in the summer of '23 and was taken up to and including January '23. To reassure you of improvements made, our most recent and publicly available February '24 NHS Family and Friends feedback returned over 92% of our patients responses being either ‘good’ or ‘very good’. This displays we do deliver a service that meets many patients needs and is confirmed as consistent as this same monthly feedback is recorded at 89% or higher since June '23. As well as improvements show by patient feedback, and to reassure you of appointment processes, our 2023 appointment data shows our triage system increased patient appointment requests by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the same '22 appointment data. We appreciate this is not the service you experienced in the examples you have contacted us about, but we trust this reassures you we will deliver an improved service in future. Thank you once again for your feedback and for being a part of our practice. Kind regards, James Leach Patient Service Manager
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Review titled Waiting time
Rated 1 star out of 5
by Pal Opanszki - Posted on 13 March 2024
I'm waiting on a call back from the doctor, since May 2023, I think i'm patient enough. Never seen the same person behind the reception desk twice, and i'm been there a few times in the past 10 months. Absolutely unacceptable in my opinion.
Visited March 2024
Review titled Meon Health Practice
Replied on 14 March 2024
Dear Mr Opanszki, Many thanks for taking your time to provide this feedback and we are very sorry to read we have not met your expectations as our patient. Having checked your records we discovered there was an appointment booked for the follow up you were expecting in May 2023 which was missed by our team. Please accept our apologies that this follow up appointment was missed. We have booked you a new appointment to discuss your clinical needs with our clinician and have sent you the appointment details directly to you for your reference. We trust this information is helpful and reassures you that we wish to make amends and provide you with the support you need in your recent contact to us chasing this missed appointment from May 2023. Regarding your feedback of our reception staff changing, we do have three surgeries at Whiteley, Highlands, and Jubilee, and all of our front desk team rotate sites as well as their various working time patterns. Our reception team also have various responsibilities in their roles as Patient Service Advisors which require them to work on the telephones, our triage appointment booking team, and other admin duties which would requires our staff to work in the 'back office' rather than patient facing roles at the front desks. Thank you again for taking your time to share your feedback and for being our patient. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Service Manager
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Review titled Completely pointless as a GP.
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
Don't even bother wasting your time either phoning or standing in the queue at 8am in the morning. Tried phoning last week and listened to the awful message that they have playing, with the countdown which seems to go up and down. Waited for 20 odd minutes to be told that my call would be answered in 8 minutes. the next message told me the wait time was over 40 minutes. When I finally got through, I was told that you have to queue at 8am. Then you're told that you not ill enough to have an appointment. (Not sure how that assessment can be made without being examined). So back down to Gosport War Memorial I will go, to be told that I need to see my GP. What a mess.
Visited March 2024
Review titled Meon Health Practice
Replied on 02 April 2024
Dear Patient, Many thanks for providing feedback with difficulties to request a routine appointment in March and we are sorry we have not met your expectations. Regarding the telephone systems, we changed our queue waiting information towards the end of 2023 after a patient survey confirmed most of our patients preferred an estimated wait time rather than a specific queue position. Following feedback from patients after this change was made, we recently reverted the queue waiting information to a specific queue position as we try to act in the best interests of our patients and have listened to patient feedback on both occasions when making these decisions. Our availability is also pre-recorded and updated daily to confirm to callers in the queue when our GP appointment book is full to reduce the need to wait in the queue only to be told this information by our staff on connection. Regarding availability to appointments, we work very hard every day to offer as many appointments as we can, but we, like all GP surgeries, do not have the clinical staffing to see everyone. Last month (March) the Practice held over 16,200 consultations with over 5,300 arranged through our daily GP-led triage. Included in this were over 1,000 routine and over 2,300 face-to-face 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 a same day system, although you may need to contact us on consecutive days before requesting a GP appointment, this is typically a sooner and safer pathway than asking patients to wait up to six weeks for an appointment. To reassure you of our Total Triage, 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. Regarding the options to phone or visit us in person at 8am to request an appointment, and to continue improvements made to contact us, we recently introduced a new website with online medical requests using ‘anima’ in February. Please be aware while anima will improve how to contact us, anima is not increasing our staffing and once our GP appointment book is full the online portal will also be full. 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 when you try to contact us at peak times, but 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
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Review titled Can't get an appointment to actually see someone
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
Repeatedly Call doctors from 8 Get through at 8.40 On hold till 9.30 [Whilst doing morning family/work routine!] All routine appts booked with emergencies Only accept 'in the day' needs (otherwise you have to hang up and do this every day, until you get through, before those appts are full!) Triaged, await a call back, to confirm appt. Exhausted. And you expect unwell people to go through that.
Visited February 2024
Review titled Meon Health Practice
Replied on 27 February 2024
Dear Patient, Many thanks for taking your time to provide this feedback. Regarding concerns of limited appointments, we work very hard to offer as many appointments as we can, but like all surgeries we are unable to offer as many appointments as we would like, and to meet patient demand. Last month (January) the Practice held over 20,900 consultations with over 6,300 arranged through our daily GP-led triage. Included in this were over 1,400 routine and over 2,600 face-to-face appointments. This is additional to administrative clinical work (e.g., prescriptions, test results, requests from Hospitals and other patient queries). Many of the other 14,000 appointments are booked online via the NHSApp (e.g., smears and blood tests), using self-booking links (for example annual health reviews) or when a follow up is needed. With a ‘same day’ service, although you may need to contact us on consecutive days before getting a ‘routine’ appointment, this is typically a much sooner and safer pathway than the alternative in asking patients to wait up to six weeks for a ‘routine’ appointment. It is also important to highlight at times our clinical staff can be required to work beyond the recommended ‘safe’ 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 our process and improvements made, our 2023 appointment data shows this triage system increased our service by more than 2,200 consultations, more than doubled our face-to-face appointments, and increased our routine offering compared to the previous year. Regarding difficulty contacting the Practice, we recently introduced a new website which includes better digital access using an online system called ‘anima’, which allows a digital route into the Practice and reduces the need for patients to call on the telephone. This is as well as ongoing recruitment of telephone staff and training other admin teams to support the telephones where possible, but our phone lines are of course busiest first thing at 8am despite our staff doing their best to help patients as quickly as possible. Our access status is also pre-recorded and updated daily to confirm if our ‘routine’ appointment book is ‘full’ to avoid frustrations of holding for any length of time only to be told there are no ‘routine’ appointments available on that day due to safe capacity being reached. Where possible we may advise patients to use https://111.nhs.uk/ to help manage minor medical problems, as many minor ailments are easily treated at home or with advice from your local pharmacist. We understand how frustrating it is when you can’t get an appointment for a ‘routine’ problem, but please be as patient and kind with our staff while we continue to try and process the demands on our services. We trust this information is helpful and we believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Service Manager
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Review titled Ludicrous
Rated 1 star out of 5
by Warren Robert Gary Dempster - Posted on 27 December 2023
This practice is an absolute joke, I have just called to make an appointment only to be told "we don't do that anymore", I was told to call at 8am on the day that I want to attend and hope they have space!! I work for a living and am not allowed to carry my phone with me, and don't have access to landlines during the day so I have no chance. I have now registered with a different surgery, a surgery that makes Doctor's appointments.
Visited December 2023
Review titled Meon Health Practice
Replied on 27 December 2023
Dear Warren Dempster, Many thanks for taking your time to provide this feedback. We are sorry to read your concerns of appointment access because we are working very hard to offer as many appointments as we can, but we, like all GP surgeries, sadly do not have the clinical capacity to see everyone when they feel the need to be seen. Despite employing 2 new GP’s in August, we are unable to fulfil as many appointments as we would like and apologise this has led to your decision of leaving the Practice. Last month (November) the practice held over 17,000 consultations of which over 5,900 were through our daily triage on the same day they were requested, which is in addition to any administrative work the clinical teams did – for example signing prescriptions, reading results, actioning requests from Hospitals and responding to patient queries. Included in this number were over 1,300 routine appointments and over 2,200 being face to face. The majority of the other 11,000 appointments are booked online via the NHSApp (e.g., smears and blood tests), via self-book links (annual reviews) or when a follow up is needed (e.g., further GP or Nurse appt). We are offering a same day GP Triage service and with the nature of a same day service, we ask patients to contact us on the day they are available. Although you may need to contact us more than once before getting a ‘routine’ appointment, this is typically a much sooner and safer pathway than booking appointments at first contact and asking patients to wait up to six weeks for a ‘routine’ appointment. It is also important to highlight all clinical staff can be required to work beyond the recommended levels in order to meet patient demands, and we must consider their health and well-being, as well as the care of our patients. Regarding concerns of contacting the Practice, we continue to focus on our telephone service to maintain the improvements we have made with planned introduction of a new website and digital access in line with this. Our reception staff work extremely hard to help our patients and last month (November) our team responded to over 9,000 calls with the longest average wait of 16 minutes and average queue position of 11 during peak hours which is a significant improvement on our figures last year, but our phone lines are of course busiest first thing at 8am. Our access status is also pre-recorded on our telephones, and updated daily, and at the time of writing we have confirmed to callers our ‘routine’ appointment book is ‘full’ due to the 3 working day week after Christmas and Boxing Day, as well as planned and unplanned clinical absences. We hope you find a service that meets your expectations at your new Practice, and are sorry you have decided this experience led to you leaving our services. Kind regards, James Leach Patient Service Manager Meon Health Practice
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Review titled Outstanding care and service from all at Whiteley.
Rated 5 stars out of 5
by Richard Thresher - Posted on 13 November 2023
I have been registered at the surgery for nearly ten years and always have received very good care. This week I attended the surgery not knowing quite how ill I was. If it hadn't been for the incredible doctor throughly examining me and seeing red flags, I fear I may of been in big trouble. Emergency treatment was arranged for me in hospital immediately and I am now recovering thanks to her amazing care. From the reception team, to all the nurses and doctors, everyone has shown me kindness, professionalism and provided help and support. I genuinely cannot thank them enough.
Visited November 2023
Review titled Meon Health Practice
Replied on 06 December 2023
Dear Richard Thresher, Thank you for taking the time to share this five star feedback with us. We are delighted to read that you have received very good care from the surgery over the ten years you have been with us! We have already passed on your kind words to the reception team, nurses, and doctors for the level of care and kindness we provided, and we are all truly thankful for your recognition. We wish you a continued recovery following your emergency admission and thank you again for your time in writing this review. Kind regards, James Leach Patient Service Manager