Stubbington Medical Practice
Park Lane, Stubbington, Fareham, Hampshire, PO14 2JPContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Stubbington Medical Practice.
Reviews
-
Review titled Very good
Rated 4 stars out of 5
by Peter - Posted on 06 January 2023
Ear Microsuction very efficient.Painless. Have had slight pain 6th Jan but procedure went very well Very good communication
Visited January 2023
Review titled Stubbington Medical Practice
Replied on 10 January 2023
Dear Peter Thank you for taking the time to add this positive comment to our website. I will pass your comments to the nursing team. Janet Fry Practice Manager
-
Review titled Amazing experience from start to finish
Rated 5 stars out of 5
by Anonymous - Posted on 19 January 2023
So impressed with the service I received. I called for some advice and was dealt with quickly and efficiently. Offered an appointment on the day and treatment plan given. Prescription sent to the chemist immediately. Compared to many other surgeries who only offer e-consults and have very long waits, I feel I have always been able to speak to someone straight away at Stubbington Medical Practice. If I or my family need to be seen they do so in a timely manner. Thank you to all the staff there.
Visited January 2023
Review titled Stubbington Medical Practice
Replied on 25 January 2023
Dear Patient Thank you for your positive feedback on the service you have received from the surgery. I will make sure all the staff are aware of your message. Janet Fry Practice Manager
-
Review titled Shocking experience
Rated 1 star out of 5
by Judit - Posted on 20 December 2022
I went for blood test to Stubbington Surgery recently. The nurse who took my blood, done everything fine .... appart from the most important thing. She did Not wash/sanitise her hands or put on a pair of gloves. I was completely shocked, as she literally touched everything possible , the door to the waiting area, the keyboard, her pen, the needle, the tubes, my arm, my vein where she inserted the needle and God knows what else. I thought I have been very unlucky and she just forgot it during my visit, but my husband went to have a blood test a week later and he had exactly the same experience. No handwashing No gloves. This is absolutely unacceptable from any health care workers.
Visited December 2022
Review titled Stubbington Medical Practice
Replied on 29 December 2022
Dear Judit Thank you for your comments and I am sorry you have had cause to complain about your experience at the surgery. All of our staff are aware of the surgeries infection control measures that should be taken with each patient and I am surprised that these measures haven't been followed. I have passed your concerns onto our Nurse Manager who apologises and has reassured me that she will discuss with the team. If you wish to discuss this further, please don't hesitate to contact me. Janet Fry Practice Manager
-
Review titled Best practice I’ve joined
Rated 5 stars out of 5
by Claire - Posted on 11 November 2022
I just wanted to thank all the ladies on the phone and on reception when I’ve been in. I’ve used a few practices over South England, Lincolnshire & west coast scotland. I’ve comes across some horrible, unhelpful and even nasty staff. Non under the pressure this practice are under due to the size of the surrounding area they cover. Every single time without fail when I’ve called I’ve had pleasant, kind and helpful people on the other end. Each call i come off the phone smiling which I’ve never experienced with other practices covering lesser areas. It doesn’t just stop there either. Both Doctor/s I’ve seen have listened to me, showed empathy about the different situations each time and willing to help me. I’ve also had help from one of your nurses 3 times over myself son and daughter. She was extremely busy but non the less was not pushy or rude as some can be, she was very helpful and took the time to answer my questions and reassure me. I’ve had such bad experiences in past healthcare situations. This practice is a breath of fresh air and working through what we’ve all experienced over the last few years they all deserve a massive thank you.
Visited November 2022
Review titled Stubbington Medical Practice
Replied on 10 January 2023
Dear Claire Thank you for your kind message, I will pass onto all reception staff. Janet Fry Practice Manager
-
Review titled A Practise with great people and broken processes
Rated 1 star out of 5
by Alan - Posted on 24 October 2022
There are many reviews on this site about the abysmal quality of the telephone queuing system and the appointment booking process which does not work for the patient, and which is a clear demonstration of a poorly designed bureaucratic process. The processes which you use in these areas clearly do Not focus on supporting your patients, instead they focus on how you want to run the practise business in a manner which I believe ignores the needs and expectations of your patients. Two process changes would, if you made them, significantly alter the patient experience from one of total frustration to tolerable. Firstly Your telephone queueing system is totally incompatible with what is really needed - a very small number of callers – in the order of 10 - 16 if I recall? If you call when the queue is full, you only hear an engaged tone before the call is dumped. This is massively frustrating to your patients You're only solution to this process failure is to change this queuing system to one with an acceptable caller queuing capacity probably in the range of between 6 to 10 times the current queuing capacity. Once a patient calls, even if they are in a very long queue, they do not have to keep redialling and they know where they are. I know you are constrained with the level of staff to answer the calls, but this is the least frustrating part. Secondly The process you use for releasing the small number of appointments you make available each day, has a large impact on the number of patients trying to call through your queuing system at 0800 making the situation worse. Also, your process will not accept patients trying to make future appointment bookings, and speaking with my colleagues, many if not all practices in the local area accept future appointment bookings. From the appointment bookings process design in use, I can only conclude that this process is used to ration appointments. I understand that the practise has some very real capacity constraints which drive certain choices, and though the current process produces good results for the Practise, it produces unacceptable results for its patients. I would strongly urge you to rapidly consider how to change your GP Appointment booking process to: 1) Increase the number of available appointments to a level where they are still available after 0900 2) Implement a process change which permits necessary but less urgent appointment bookings 1 or 2 months in the future. Finally, implementing these changes would I am sure, also reduce the unfair pressure your receptionist staff undoubtedly suffer from. They constantly have to defend the above-mentioned processes during patient calls on behalf of the practise, when frankly, the poor quality of the current processes you use makes them indefensible.
Visited October 2022
Review titled Stubbington Medical Practice
Replied on 26 October 2022
Dear Patient Thank you for your comments. I am sorry that you feel that we have broken processes here at the surgery, however as a team we are frequently reviewing our processes to offer the best patients care that we can. These processes will not always meet the expectations of all our patients as the demand for appointments is huge, however reviewing frequently means we can tweak areas where there are issues. You mention the telephone queuing system and I agree our system is not compatible for our needs here. The good news is we are having a cloud-based system installed in December which should better suit our needs and manage patient queuing. During covid we did recruit an additional staff member to take calls during the morning, however due to lack of space we cannot recruit further. However, this does not change the number of appointments available to book. We do not “ration” appointments as you mention but offer a number of appointments each day that the GP’s who are working can safely manage during their session time. To offer more appointments would mean we would need to recruit more GP’s and there are financial restraints to doing this. We have tried several different ways/timings in which we release all our appointments. To release more than one days appointments at a time would mean there may be more appointments available for a longer period of time on one day but once they are booked then patients would have to wait several days/weeks before others are released. Also booking in advance has shown that our DNA rate increases where patients who no longer require the appointment, fail to cancel which then just prevents another patient having an appointment. We have looked at other ways patients needs can be met other than having an appointment with a GP. We now have a GP who processes e-consults every morning and although this takes them away from a routine clinic, they can manage up to 30 e-consults in a session meaning less patients having to call for an appointment. We also have Pharmacists who can manage some medication reviews, Social Prescribers who can help patients with social aspects of their care, Health and Well-being Coaches who can support patients with weight management, and lifestyle changes, Mental Health Practitioners who can support the younger generation with emotional support. All these other practitioners offer access to care without the need for patients to see their GP. I agree the reception staff are under an immense amount of pressure but sadly that is the nature of the role but on the other hand they can support and direct most patients to the correct care for them in a timely manner, therefore the role can be very rewarding. If you wish to discuss further, then please do not hesitate to contact me. Janet Fry Practice Manager
-
Review titled Feel short
Rated 2 stars out of 5
by Netty - Posted on 09 October 2022
Contacted 111 to obtain Covid anti Viral tablets as I am immune suppressed. They contacted my surgery. As they thought this was the root to go. 111 then phoned me back to say a Dr would be ringing me back but chase it up at 4pm. I had to chase it up and got told that the surgery doesn't have anything to do with the anti virals, and I had been put on a virtual Covid ward. She ask if a nurse had run me. No. Someone will ring you today.you guest it 3 days later no phone call I know I could ring 111 again but I'm now 5 days into Covid so it's a bit late now. The surgery has just wasted variable time.
Visited October 2022
Review titled Stubbington Medical Practice
Replied on 26 October 2022
Dear Patient Thank you for your comments. I am sorry you feel the surgery has wasted your time. I am unable to discuss your complaint as do not have your full details, however I can confirm that the practice does not deal with prescribing antivirals. This is dealt with by the virtual covid ward, and you should have been advised this by 111. If you would like me to investigate this personally for you then please do not hesitate to contact the me. Janet Fry Practice Manager
-
Review titled On-Line Appoinment Booking
Rated 3 stars out of 5
by Anonymous - Posted on 25 October 2022
I have tried leaving an e-consult message but have been told I need to see a doctor face to face. However, I tried on-line after 6.00 pm yesterday and after 7.00pm today and there is no option to book an appointment. Am I doing something wrong?
Visited October 2022
Review titled Stubbington Medical Practice
Replied on 26 October 2022
Dear Patient Thank you for your email. Your e-consult has been triaged and the recommendation is that you need to book a face to face appointment with the GP. We do have some face to face appointments that release on-line at 7pm 7 days in advance. If you have tried to book one of these appointments and found that there are no appointments then this means that they have already been booked by other patients. You can also book an appointment by telephone from 8am each morning when we release appointments for 7 days in advance. If, however you feel your symptoms are urgent for the day then you can request to be added to our triage list and a member of the urgent care team will call you back. If you wish to discuss this personally, please do not hesitate to contact me. Janet Fry Practice Manager
-
Review titled Poorly Managed/scheduled clinics
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2022
Tried to book my baby’s 8 weeks jabs after health check, after a couple of attempts I was told it won’t be until September, this is over a month late for the first jabs. Supposedly because that was the next ‘baby clinic’.
Visited August 2022
Review titled Stubbington Medical Practice
Replied on 23 August 2022
Dear Patient I am sorry that you have had difficulties in getting your baby booked in for routine vaccinations. As you have not left your details I am unable to contact you directly but please contact the surgery again as we do have an appointment today or if not then we will get your baby booked in over the next few days. Janet Fry Practice Manager
-
Review titled Can’t get through
Rated 1 star out of 5
by Alan - Posted on 17 August 2022
It seems pointless leaving a review as this seems the reoccurring theme of most reviews and it never gets any better. You can’t get through to book an appointment on the phone. Well if you can take the holiday eventually you will get through and get and appointment. It might take a couple of weeks but eventually it does happen. I was told you can book appointments using the HNS app. Unfortunately when I try the only appointment option is for a Smear. As 57 year old man I didn’t think I needed one?
Visited July 2022
Review titled Stubbington Medical Practice
Replied on 25 August 2022
Dear Alan Thank you for your message and I am sorry you are having difficulties getting through to the receptionist by phone. I appreciate its not easy due to the high demand for appointments but we have now made some of our GP appointments and all of our blood test appointments bookable on line, therefore easing the number of patients trying to get through by phone. These are released at 7pm each day. You can use the NHS App to make appointments but if there are only smear appointments available it means that the other appointments have already been booked by other patients. You can also use the e-Consult online system for medication/sick note queries, this also reduces the need for patients to request an appointment. I am happy to discuss further if you wish. Janet Fry Practice Manager
-
Review titled Brilliant just Brilliant !
Rated 5 stars out of 5
by Neil Thorne - Posted on 02 August 2022
I've had such a good service from the practice ... reception, telephone, nurses, GP's and e-consultation. I have had a number of problems in the last few years, after every contact I have come away having felt listened to, understood and valued. Any further appointments, tests or referrals have always been arranged in a very timely fashion. I can see the frustrations that others have had from posted reviews. The reception, appointments, admin, prescriptions at the surgery are all very willing to give good advice how to get best out of the service. Thank you for everything that you have done, and no doubt will continue to do for me.
Visited July 2022
Review titled Stubbington Medical Practice
Replied on 09 August 2022
Dear Neil Thank you for your positive comments on the service you have received at the practice. Its always good to hear that everyone's hard work is recognised. Janet Fry Practice Manager