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 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
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Review titled over subscribed practice .
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2023
Unacceptable time to have to wait for an appointment. Have been in a queue to make an appointment for over 60 minutes. Exceptionally poor quality service!
Visited November 2023
Review titled Meon Health Practice
Replied on 06 December 2023
Dear Patient, Many thanks for taking your time to provide this feedback. Regarding concerns of difficulty contacting the Practice and long waiting times, our telephone wait times have been one of our top priorities and we share our improvements and service information in our recent newsletters. You can sign up to our Patient Newsletter on our website: https://www.thehighlandspractice.co.uk/navigator/patient-participation-and-focus-groups/ We continue to focus on our telephone service to maintain the improvements we have made with planned introduction of a new website and better digital access to address the need to improve further and increase our patient service and experience. We also maintain our recruitment of new team members to improve our response times, as well as training other administrative teams to enable support where possible, to sustain the improvements we are making for our patients experience and care. Last month (November) and currently in December, our teams are experiencing unexpectedly high levels of absence. Despite operating at lower levels of staffing, we responded to over 9,000 calls with the longest average wait time of 16 minutes and an average queue position of 11 during peak hours which is a significant improvement on our figures towards the end of last year, but our phone lines are of course busiest first thing at 8am and we do our best to respond to patients as quickly as possible. Please be patient and kind to our staff as we continue to try and process the large volumes of demand on our services. 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 Appalling service
Rated 1 star out of 5
by B Woolford - Posted on 24 November 2023
Due to the appalling service from Whiteley practice during the past 3 years, I have had no choice but to change to another Drs surgery. I have waited over an extended n the phone for appointments only to get close to the end of the queue only to be cut off. When I do eventually get to the triage stage I have sometimes not been contacted. Numerous times the reason given was they called the incorrect number despite me informing them of correct number. On occasions the response or non response from the surgery has caused me to become anxious and depressed, exceperating my illness. Please Meon Practice, listen to the feedback your patients are giving you to mak improvements....starting with training all your receptionists to the same professional standard some demonstrate. Your patients rely on you when they need help and should not be made to feel they are an inconvenience.
Visited November 2023
Review titled Meon Health Practice
Replied on 06 December 2023
Dear B Woolford, Thank you for taking your time to share this experience with us. We are truly sorry to hear you feel we have not met your expectations over the past 3 years which led to you leaving the Practice. Regarding concerns of difficulty contacting the Practice, our telephone services have been one of our top priorities over the past year as we acknowledge there have been historical difficulties with telephone access. We continue to recruit new staff to improve response times and connectivity, as well as training staff outside of our reception team to support patients where possible and sustain the improvements we have made. We will of course take your feedback regarding inconsistencies across our reception team and address this with our staff to ensure training is provided, and we are sorry if any of our staff have made you feel like an inconvenience. We also plan to introduce a new website and better digital access to address the need to improve our patient service and experience. For some context of demand on our services, last month (November) our team responded to over 9,000 calls with the longest average wait time of 16 minutes and an average queue position of 11 during peak hours which is a significant improvement on our figures towards the end of last year, but our phone lines are of course busiest first thing at 8am and we do our best to respond to patients as quickly as possible. Our phone lines are also restricted to a maximum number of calls waiting, which is in line with your experiences of technical issues leading them calls being cut off. We reported this is with our telephone providers, and they found our phone lines are not able to process the extremely high number of calls attempting to connect with us, and therefore we are forced to restrict the number of concurrent calls to address this issue. When our telephone lines reach full capacity, there is an automated message that plays to callers advising that our lines are too busy and to try again. We also want to apologise if we have impacted your depression and anxiety with incomplete attempts to contact you. This is not the service we aim to offer, and we offer our deepest apologies if this is how you have been made to feel from our inconsistencies and inaccurate records of your contact details. Finally, we do wish to highlight that we do listen to our patients, and we are trying very hard on improving. In our NHS Family and Friends Test data from November, we received 91.8% positive responses of either 'good' or 'very good' and a 5.6% increase to the highest score of 'very good' from our October scores. While we are very sorry to read this is not the service you feel you received, we trust this offers assurances to you and our patients that we are working to improve, and many patients do receive a positive experience. We trust this information is helpful and we hope you find the service you need at your new surgery. Kind regards, James Leach Patient Service Manager
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Review titled Always a disappointment
Rated 1 star out of 5
by Heather Vaughan - Posted on 03 November 2023
I have never known such poor medical service until whiteley surgery. It is disgusting that the only way an appointment can be made is to line up from 7:30am outside the surgery, to then fill in a generic snd symptom dismissive form, to then just hope you get a call back. Children in pjs forced to stand and wait while feeling unwell, elderly sat in the freezing cold waiting for doors to open just so they get a chance at being seen. Disgusting. I got to the surgery at 7:30. Waiting in the cold. was finally allowed in and had to fill in a form. Then received only a text message asking for more information. And then to top it off, the doctor replied in message with “yes it would appear that could be your diagnosis, but there’s nothing we can do for that, so he’s the criteria leaflet, if you think that’s the answer then diagnose yourself” Absolutely appalling !!! I now need to go back, wait again, fill out the form differently so I’m dismissed and hope a different doctor will see me. Disgraceful surgery.
Visited October 2023
Meon Health Practice has not yet replied.
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Review titled Jubilee Surgery
Rated 5 stars out of 5
by Miles Foskett - Posted on 25 October 2023
Issues going on for a few months, held back from contacting due to negative reviews which indicated it was pointless and i know surgeries are busy. Eventually phoned as symptoms were really bad. Around 5.30pm yth in queue and a wait obviously. Got through pleasant reception and triage questions. Told i would get a call. It came in just under an hour. Medication prescribed, blood test, chest x ray and endoscopy arranged. Whats the fuss about. Ok i did not get in front of the GP but it all worked really well. Well done. The only comment i would have was the message "if you urgently need to see someone today" nearly made me put the phone down knowing they are busy and thinking well im not exactly dying. Thank you for an excellent experience
Visited October 2023
Review titled Meon Health Practice
Replied on 06 December 2023
Dear Miles Foskett, Thank you for taking your time to write this five-star review about your recent experience with the Jubilee Surgery. We are so pleased to read that you had an excellent experience with the team, specifically the receptionist with who you submitted the triage questions with, and the GP who followed up this contact so quickly and offered you the clinical advice and care needed. Our staff all work so hard every single day, and it means so much to us all when we receive recognition of our efforts and we have already shared your kind words with the teams. We have also taken note of your feedback regarding the choice of wording on our telephone messaging and will revise if there are better ways of communicating to our patients and avoid any potential callers being put off contacting us due to the nature of their problems. Thank you again for your time in writing this review and we believe you will continue to receive this improved level of service the majority of our patients do receive. Kind regards, James Leach Patient Service Manager
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Review titled A Disgrace to The NHS
Rated 1 star out of 5
by Anonymous - Posted on 20 September 2023
Attended the surgery in considerable pain - greeted by a rude, & unhelpful receptionist who showed absolutely zero interest in helping me even make an appointment. Was told it was too late for a triage appointment (it was 09:45) and that I couldn't book an appointment in advance - all the in spite of the fact that the waiting room was empty!!! Had to leave before I lost my temper. These people have the nerve to call themselves medical professionals - in my humble opinion they are a disgrace to their profession & should be ashamed of themselves.
Visited September 2023
Review titled Meon Health Practice
Replied on 04 January 2024
Dear Patient, Thank you for your feedback and we apologise for the delayed response. We had been experiencing issues with our NHS Profile which are now resolved, and we are pleased to now reply. With anonymous feedback, we cannot investigate specifics, but we apologise for the contact you describe as a disgrace. Regarding a rude and unhelpful receptionist, we apologise for this and would ask you contact us directly if you wish this to be addressed. We will use your feedback to remind staff of how patients should be treated, and we trust this will not be repeated. Regarding concerns of the waiting room being empty and how this is connected to not being able to book an appointment, we assure you because the waiting room appears empty it does not mean our staff are not working extremely hard. As well as seeing patients face-to-face, consultations are completed by video or telephone, and there are large volumes of administrative work our staff are required to complete - for example prescriptions, reading results, actioning requests from hospitals and responding to patient queries. At the time of your review (September 2023) we offered over 4,700 appointments through our daily triage service which is an improvement to September ‘22 by more than 1,200 consultations. Included in this number were over 1,800 face-to-face appointments which we hope reassures you despite the waiting room appearing empty, we are seeing many patients in person. We currently offer a same day GP Triage service and, depending on clinical staffing each day, we offer as many ‘routine’ appointments as possible each day. 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 asking patients to wait up to six weeks for a ‘routine’ appointment. Regarding your label our staff are a disgrace, we are disappointed to read this is how you feel, and we understand how frustrating it is when you can’t get a ‘routine’ appointment when you feel you need one, but we ask you be patient and respectful with our staff in your contacts to us. It is also essential to highlight our staff can be required to work beyond the recommended levels to meet patients demand, and we must consider their health and well-being, as well as our patients. Should you wish to discuss this further, we ask you contact us 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 manager We trust this information helpful, and we believe we will deliver you an improved experience in the future. Kind regards, James Leach Patient Service Manager
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Review titled Lacking
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2023
The receptionists have always been courteous and helpful but the service to patients since the three surgeries joined together has fallen through the floor. What has gone wrong? This is a long standing issue and the newsletters will promote all the things they are doing e.g. a walking group, but there doesn’t seem to be a truly compassionate understanding of the issues which include holding in telephone queues with the constant, unpleasant reminders to hang up if you are not very ill, switching off E-consult and a scarcity of routine appointments. These issues make it very stressful for patients to deal with the practice. For the most part, the individual staff are great but the three-surgery hub model doesn’t appear to be working, at least from a patient perspective. I wonder how they continue to get away with it - surely there is only so long they can say ‘we’re doing our best to improve’…this has been going on for years.
Visited July 2023
Review titled Meon Health Practice
Replied on 04 January 2024
Dear Patient, Thank you for your feedback and we apologise for the delayed response. We had been experiencing issues with our NHS Profile Manager which are now resolved, and we are pleased to now reply to our patients. With anonymous feedback, we cannot investigate or reply to specifics, but we apologise for the contact you describe as lacking. Regarding concerns of the service since our merger, we are sorry to read this is how you feel. We regularly monitor feedback on the NHS website where you submitted this review, our own website, written and verbal feedback received, and further official sources. The most recent NHS Family and Friends data, which is publicly available, we scored 91.8% positive experiences from patients in November 2023, but we are sorry to read this is not the service you describe. Our score in November also showed improvement from the October ‘23 data, and this has consistently improved each month since our merger in October 2021. We also do full audits of complaints to the Practice each quarter and our reviews show our numbers are going down consistently month to month which indicates improvements are being made. Regarding concerns of telephone access, we also track this data, and our November data shows our team responded to over 9,000 calls with the longest average wait time of 16 minutes and an average queue position of 11 during peak hours which is a significant improvement on our figures towards the end 2022, but our phone lines are of course busiest first thing at 8am. Regarding concerns of eConsult, a decision was made in April ‘22 to temporarily suspend this service and this decision in large part was based on patient feedback the system was difficult to use and not fit for purpose. We continue to focus on our telephone service and access to maintain improvements made with planned introduction of a new website and a return to digital access which we trust reassures your concern. You can read more about the planned introduction of digital access in our newsletter you have refer to in your review. Regarding concerns of appointments, we are sorry if you have not been able to get an appointment when you feel you need one, but despite employing two new salaried GPs in August ‘23, we, like all GP surgeries nationally, do not have enough clinicians to meet our patient demand. At the time of your written review (August 2023) we offered over 4,900 appointments through our daily triage service which is an improvement to appointments offered in August 2022 by more than 300 additional consultations with our clinical teams this year. We trust this information offers assurances we are improving, and we believe we will deliver you an improved experience in the future. Kind regards, James Leach Patient Service Manager
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Review titled Ridiculed by staff
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2023
Tried to book a GP appointment at 9:45 and had staff laugh before saying I must do so at 8 and asking if I’m an early riser. I immediately walked out due to how rude this was. And surely we’re not so archaic you can only book an appointment at one time of day?
Visited June 2023
Review titled Meon Health Practice
Replied on 04 January 2024
Dear Patient, Thank you for your feedback and we apologise for the delayed response. We had been experiencing technical issues with our NHS Profile Manager which are now resolved, and we are pleased to retrospectively reply to our patients. With anonymous feedback, we cannot investigate or reply to specifics, but we apologise for the contact which led to this disappointing experience you describe. Regarding concerns of our appointment system, we are working very hard to see as many patients as we can, but we like all GP surgeries do not have the clinical staffing levels to meet an ever-growing patient demand. We are offering a same day GP Triage service and, depending on clinical staffing each day, we offer as much ‘routine’ care as possible each day before we revert to an ‘urgent’ only offering. 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 and asking patients to wait up to six weeks for a ‘routine’ appointment. It is also key we highlight our clinical staff can be required to work beyond the recommended levels to meet our patients demands, and we must consider their health and well-being, as well as that of our patients. We continue to focus on improvements to the availability of appointments we have made with planned introduction of a new website and better digital access to address the need to improve further and increase our patient service and experience. Regarding concerns of your concerns of rude and ridiculing staff, we need to investigate these specifics to offer you a fair explanation. If you would like this to formally addressed, please contact us by one of 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 manager We are sorry again to read of this disappointing experience with our staff and will ensure this is addressed with our teams as anonymous feedback for service improvements. Kind regards, James Leach Patient Service Manager
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Review titled Bad
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
I called to request a confidential telephone call to a doctor. The first time I tried I waited until I was next in the queue - then it rang and rang until I got cut off. I called again and got through, only to be told that I had to phone at 8 a.m. the next morning I explained I could not do that. The young girl on the phone asked me about my symptoms - I said I didn't want to discuss them with her and could I please speak to a doctor. She told me to go to the surgery (Whiteley). I did that and was told I could not fill out a form to request a call from the doctor and would have to go up there at 8 a.m. and complete a triage form. I said I could not do that. I asked if I could perhaps have a telephone call with a prescriber but was told no. Told to go next door to the pharmacy. The pharmacist was lovely but said she could not prescribe. I went back into the surgery and filled out a prescription request form - asking for my meds and the new item I needed. I explained on the form that should there be any queries about that medication then please call me. Left my landline number and my mobile number. Heard nothing. Then, this afternoon, I received a text from the prescribing team asking me to go to the surgery to ask the receptionist to fill out a request form. Why do I have to go, yet again, to the surgery, when I know full well that the receptionist will not let me fill out a form unless it is 8 a.m? They could so easily have given me a quick call to discuss, where I would have told them exactly what the medicine request was for. I have other instances of bad service from the surgery -from before the pandemic and since. I have not seen a doctor face to face for two years. I am not in the habit of phoning every five minutes and only contact them when I need help. I have received no help from them at all. Very upset. I shall have no option soon but to pay privately for medical help or buy my medication online. Going private seems is what is expected nowadays. There are numerous doctors names on the wall at the surgery, but no-one to help someone like me. I am 72 years of age. Upset!
Visited May 2023
Review titled Meon Health Practice
Replied on 04 January 2024
Dear Patient, Thank you for writing this feedback and can we apologise for the delayed response. We had been experiencing technical issues with our NHS Profile Manager which are now resolved, and we are pleased to retrospectively reply to our patients. As your feedback is anonymous, we are not able to investigate or reply to specific concerns, but we apologise for your contact which led to this upsetting experience you describe. Regarding telephone calls being cut off, we had historical issues investigated and resolved by our telephone providers, and to our knowledge are no longer occurring. Regarding concerns of phoning to be told to call the next day, we do offer a same-day triage service and once our ‘routine’ appointment book is ‘full’ we revert to ‘urgent’ only care to ensure patients who need clinical support most are able to access care urgently. We can also assure you our telephone system play pre-recorded messages advising callers if we are offering ‘routine’ care to ensure no caller waits for any length of time to be told this information once they are connected to our team. These messages are updated daily as the Management Team review our capacity. As a Management Team, we must not only consider the safety of our patients, but also that of our staff, and at times our clinicians work beyond recommended levels to meet patient demand, and we trust this explains why these decisions are made. Regarding concerns of not discussing symptoms with a receptionist, we do ask staff to ascertain the nature of concerns as part of our daily triage and we understand some patients do not wish to divulge personal information to staff other than a doctor. All our staff are trained to discuss patient information including clinical presentations at point of contact, and our triage questions are designed by doctors, for doctors, to ensure we help our patients quickly and accurately. For reassurance to improvements made, we increased our on the day contacts by over 2,200 consultations from 2022 to 2023, and at the time of your writing (May 2023) we offered over 5,400 consultations, with over 1,900 being face-to-face. Regarding concerns of your prescription, we need to investigate this to offer you a fair explanation. If you want this addressed, please can contact us by the following: 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 manager We are sorry again to read you felt upset and that we do not wish to help you in this contact to us, and we trust this information goes towards reassuring you this was not our intention. Kind regards, James Leach Patient Service Manager