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 Swift service
Rated 5 stars out of 5
by Very satisfied patient - Posted on 03 November 2022
I have had an irritation on my scalp for over a week which was getting worse. I knew it didn't need a doctor's appointment, but a prescription for some lotion to calm the itch. Checking the NHS website it advised I could buy this over the counter, but on going to the pharmacy this isn't the case . I then phoned to find I was No.28 in the queue. Instead I went into Whiteley reception where a lovely, helpful receptionist gave me a form to fill in with my symptoms. That was at 10.15am today. By 12.45 I had a text from my GP (I had opted for that method of contact on the form) to say that a prescription had been sent to the pharmacy. Brilliant service! I know that my complaint wasn't urgent or serious in any way, but I felt valued and cared for in what is an extremely busy practice on another busy day. I applaud the staff and clinicians who endeavour to serve their patients under very trying circumstances day to day.
Visited November 2022
Review titled Meon Health Practice
Replied on 28 December 2023
Dear Patient, Thank you for taking your time to share this five-star feedback with us and apologies in our delay responding to your kind words. We have been experiencing technical issues with our NHS Profile Manager, which are now resolved, and we thank you again for taking your time to share this feedback with us. It’s so nice to read our staff and clinicians offered you such swift service in treatment and care for your irritated scalp and we are so happy we can share your words of support and acknowledgement with our team. We know that access via our telephone services can be frustrating and we continue to work on improvements for these to improve our patients experiences. We are delighted to read the receptionist at Whitely was lovely and helpful, and your clinical contact was resolved within a few hours from the start to end of this care plan with us. Our staff are all working extremely hard in the very trying circumstances you refer to and we are truly grateful of this feedback you have shared as the recognition from our patients means so much to us all. Thank you again for your time in writing this review and we believe we will continue to deliver you and our other patients this level of experience in future. Kind regards, James Leach Patient Service Manager
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Review titled Rubbish Service- wont even answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
I am 73 and have a very bad chesty cough. On the web site it states I must contact the surgery. When I ring I am told there are too many calls and I cannot be dealt with. I am told to ring back. No wonder people don't use this service it is absolute rubbish. Sort yourselves out . It is supposed to be part of the Health Service!!!
Visited November 2022
Review titled Meon Health Practice
Replied on 28 December 2023
Dear Patient, Firstly, please accept our sincere apologies for our delay in replying to you. We have been experiencing technical issues with our NHS Profile Manager, which are now resolved, and we thank you for taking your time to share this feedback with us. As you have entered this feedback anonymously, we are not able to investigate or reply in accurate detail to your difficulties contacting the surgery for your chesty cough, but we of course apologise for the ‘rubbish service’ you have referred to in this feedback as this is not the service we wish for you or any of our patients to have. Our telephone system does have an automated response when our telephone queues are at full capacity which advised callers to call back which is why you would have heard this message at the time of your contact. The reasons for these capacity restrictions are due to technical concerns that were identified by our telephone engineers when callers were being terminated while in the telephone queue or speaking to our reception team. We understand how frustrating it is when you are unable to contact the surgery when you feel that you need to and would ask you try to be patient and understanding of our staff who are working extremely hard to respond to you and all of our callers every day. For some context to the telephone systems that you refer to and the improvements we have made to these since your contact in November 2022, last month (November 2023) 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 towards the end of last year (your time of writing in November 2022), but our phone lines are of course busiest first thing at 8am. We continue to focus on our telephone service and patient access to maintain the improvements we have made with planned introduction of a new website and digital access in line with this. Should you wish for these concerns to be discussed further, we would ask you contact us directly so we can investigate your specific experience. 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 c/o 102 Highlands, Fareham, PO15 6JF 4. By requesting a telephone call from a member of the Management 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 Useless
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2022
The only way to book a GP appointment is by telephone. And they only accept on the day bookings of which they have very few slots available. After they’re finished, you can only book emergencies. I’ve tried booking a normal GP appointment throughout a couple of weeks for my daughter. Nothing urgent, but couldn’t book one. You either spend hours on the phone to find out there are only emergency bookings left or the robot just tells you to call later because the phone lines are too busy. There is no way to book in advance. I’m guessing this is the way they make the numbers look good. They should start taking bookings in advance so the NHS has a figure of how unsuited this surgery is for the number of patients it has under supervision.
Visited October 2022
Review titled Meon Health Practice
Replied on 22 September 2023
Dear Patient, Firstly, please accept our apologies for our delay in replying. We have been experiencing technical issues with our NHS Profile Manager, which are now resolved, and we thank you for taking your time to share this feedback. As you have entered this anonymously, we are not able to investigate or reply in detail regarding difficulties of access to care for your daughter, but we of course apologise for this experience as this is not the service we want for any of our patients. Should you wish to discuss this further, please contact us so we can investigate. You can do this in the following ways: 1. Completing a complaints form, available at 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 the Complaints Team Regarding concerns of access and our same day service, 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 operate a same day GP Triage service and, depending on clinical staffing on the day, will offer as many ‘routine’ appointments as possible each day before we reach 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 asking patients to wait up to six weeks for ‘routine’ appointments. It is also important to highlight our clinical staff are working beyond the recommended levels, and we have to consider their health and well-being, as well as our patients. To support our patients and our staff, the Management Team review our availability daily, and monitor this through the day, to ensure we can allocate urgent, same day appointments to those who do need us the most. Regarding concerns of difficulty contacting the Practice, our telephone services have been one of our top priorities and we share our improved service information in our newsletters. You can sign up to our Patient Newsletter where we keep patients updated with information about our services and news from the NHS on our website. Last month (August) our team responded to over 9,500 calls with the longest average wait time of 5 minutes and an average queue position of 5 during peak hours which is a significant improvement on our figures towards the end of 2022, but our phone lines are busiest at 8am and we do our best to respond to calls as quickly as possible. We also play our access status to all callers if we have 'routine' appointments or if our 'routine' appointment book is 'full' to avoid frustrations of any call length ultimately ending in advice that we are not able to offer the caller a routine appointment. 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 Thank You
Rated 4 stars out of 5
by Anonymous - Posted on 12 August 2022
Notes from Hospital showing change of medication had not been received and I needed a further supply at short notice. Everyone was very helpful and I received calls from reception advising me of progress and then a call from a GP to confirm a few points before authorising prescription. A great relief.
Visited August 2022
Review titled Meon Health Practice
Replied on 22 September 2023
Dear Patient, Thank you for taking your time to share this positive feedback. It’s so nice to read how helpful all our staff were to you in your request for medication at short notice such and we are so happy we can share your words of support and acknowledgement. We are truly grateful of this feedback you have shared as our team are all working so hard to offer their best every day, and the recognition from our patients means so much to us all. Thank you again for your time in writing this review and we believe we will continue to deliver you and our other patients this level of experience in future. Kind regards, James Leach Patient Service Manager
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Review titled Still Waiting...
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2022
Tried to book an appointment - had to fill in a questionnaire first with ridiculous questions like "Are you having a heart attack or stroke" & "Are you bleeding heavily" Would I really be sat in a GP's waiting room if that were the case? Surly receptionist took my form off me - that was two weeks ago and nobody has made any attempt to contact me. Utterly appalling service.
Visited August 2022
Review titled Meon Health Practice
Replied on 22 September 2023
Dear Patient, Firstly, please accept our apologies for our delay in replying to you. We have been experiencing some technical issues with our NHS Profile Manager, which are now resolved, and we thank you for taking your time to share this feedback with us. As you have entered this feedback anonymously, we are not able to investigate or reply in accurate detail, but we of course apologise for the experience you have included in this feedback as this is not the service we wish for you or any of our patients to have. Should you wish for these concerns to be discussed further, we would ask you contact us directly so we can investigate this. 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 Regarding your comments of the Appointment Request Form and the questions that we ask you to complete, this is a fairly standard practice for most clinical services. The questions on these forms are included at the instruction of Management and Triage GPs to ensure we direct patients to the most appropriate care treatment plan, or other healthcare providers, based on the information submitted on these forms. We will of course take your comments into consideration for our ongoing improvement plans and thank you again for taking the time to offer your feedback. 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