Meon Health Practice
102 Highlands Road, Fareham, Hampshire, PO15 6JFContact details and opening times
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Reviews
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Review titled A concern
Rated 3 stars out of 5
by Sandra Pereira - Posted on 13 September 2024
I had a blood test at Jubilee this morning. This was on topime, the phlebotomist was kind and efficient. However, I was staggered to go to a surgery at 8:30 and there was no one there. No patients, no doctors according to the board at the door, no one at the reception desk! It was a ghost town at a time when I would have thought it would have been moderately busy. It was the same when I came out, although there was a receptionist there. Why no doctors? Why no nurses? Why no receptionist? I have another question to ask…. How can Jubilee surgery stay alive if this morning’s experience is anything to go by. I am still waiting for someone to contact me following some X-rays earlier this year, I have had no discussion about the medication I am on for various things, my prescription tells me my next revue is in January 2022 (that is not a mis type). I feel cut off from all medical help. Please can I have a conversation with a real human being sometime? I’m sure you’re doing your best, but am wondering if you are one of the medical practices that has been bought up by an American company with disastrous results. If these comments appear to be critical, they stem from a very real fear of never being able to discuss problems with a doctor again. Please prove to me that I am wrong. Sandra Pereira
Visited September 2024
Review titled Meon Health Practice
Replied on 16 September 2024
Dear Sandra Pereira, Many thanks for taking the time to provide this review and we are sorry you have concerns which we have addressed below. Regarding what appeared to be an empty surgery during your visit, please be reassured three GPs (one contracted to start work at 9.30am) two practice nurses, a phlebotomist, two pharmacists, and a pharmacy technician, along with two receptionists and other non-clinical staff were working at the Jubilee Surgery on Friday 13th September. The phlebotomy clinic you attended started the earliest (8.10am), and the first face-to-face appointment outside of this clinic was 8.45am, whilst GPs and other clinical staff were consulting with patients via telephone, reviewing test results, medications, referrals, etc. Many consultations are done via telephone to offer quicker, flexible access, and lots of patients prefer consultations without needing to attend the surgery unless required for a specific assessment. As we continue improving telephone and digital access, we are seeing a reduction of in-person queries and reassure you this, along with staggered start times and clinical work which doesn’t require face-to-face time, is why the surgery may appear less busy at times. Regarding your x-ray, we note your results in March were reviewed by a GP and then discussed in telephone consultations with our Pharmacy Team on 20th March and 22nd April. It is also recorded in your consultation on 20th March (which was arranged following GP review) your medications would be reviewed on 22nd April, and this was completed. Whilst some patients prefer speaking with a doctor, the modern GP practice is much more than a doctors surgery and a range of health professionals help our patients who are often more qualified in specific subjects to ensure the most appropriate advice is given. Regarding medication reviews/out of date labelling on prescriptions, we are aware of this issue and are proactively investigating this to identify errors or overdue reviews. Additionally we have asked our team to arrange a face-to-face medication review (following the review 22nd April) to ensure you receive any help needed. Regarding American ownership, please be reassured Drs Bertram, Naylor, Wade and Bowden still own the practice along with the GP partners of Highlands and Whiteley. Finally, thank you for your kind words of our phlebotomist which we will pass on. All our staff are working incredibly hard to help our patients, and recognition of this is always well received. We trust this important context has addressed your concerns and apologise if you feel we have not met your expectations or are causing any fear you are unable to speak with a doctor. Thank you once again for your feedback, and for being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Speedy response
Rated 5 stars out of 5
by Christopher Perkins - Posted on 16 September 2024
I put in a medical request at 08:30 via amina today and got a response back by 10:30 on the same day, I call this excellent service. I found the practice website a little difficult to navigate to the right section.
Visited September 2024
Review titled Meon Health Practice
Replied on 16 September 2024
Dear Christopher Perkins, Many thanks for taking the time to share this five-star review. We are delighted to read of the speedy response with your recent medical request submitted via the online consultation system Anima and thank you for referring to this as excellent service. We hope you will be available for a call to discuss your feedback regarding the website in more detail as we think you could give some good insights into how this could be improved. We will arrange telephone contact one afternoon this week to hopefully discuss this further. Thank you once again for your feedback, and for being a part of our practice. We believe all feedback helps us deliver an improved service. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Great help
Rated 4 stars out of 5
by Anonymous - Posted on 30 August 2024
Very friendly receptionist that was empathetic and clear. Doctor appointment was equally helpful. The doctor was kind, helpful and very well informed, giving clear support.
Visited August 2024
Review titled Meon Health Practice
Replied on 04 September 2024
Dear Patient, Many thanks for taking the time to share this four-star review of your recent experience with us. We are so pleased to see our receptionist was empathetic and clear in our communications with you, and the doctor in your subsequent appointment was also equally helpful, offering you king and well informed information, and clear support for your problems. Our team work incredibly hard every day and having positive experiences such as yours shared with us really helps to motivate us and offers much appreciated recognition and acknowledgement for our efforts. We use all feedback and experience available to us to help understand what we are doing right, and where we can make improvements, and we will share your thoughts and thanks with our staff. Once again, thank you contacting us and being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 14 August 2024
Had to contact the surgery about a problem that I wasn’t sure about. They couldn’t have been more helpful. Contact from triage was within an hour of me ringing in. Change of prescription all sorted and fully explained what would be the ongoing update . Brilliant I didn’t need to see someone but got all the reassurance I needed.
Visited August 2024
Review titled Meon Health Practice
Replied on 15 August 2024
Dear Patient, Many thanks for taking the time to share this review of your recent excellent service with us. All feedback helps us understand what we are doing right, and where we can make improvements, and we are so pleased to see our Patient Services, Triage, and Prescribing Teams could support you with such quick and effective support for your change of prescription. Our GP-led Total Triage system is designed to ensure care is always available to those who need us most urgently, and provide a swift and safe response, and we are delighted to see this is the exact service you received for your problem. All our staff are working incredibly hard every day to deliver this level of care consistently for all our patients, and feedback like this is really motivational and will be truly appreciated by the team. Once again, thank you contacting us and being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Friendly workers
Rated 5 stars out of 5
by Anonymous - Posted on 22 August 2024
The lady I spoke to over the phone to help me with my health concerns was really compassionate and so friendly and approachable which must be hard to keep up with the pressures ongoing in nhs services. She didn’t rush me and was so understanding and helpful.
Visited August 2024
Review titled Meon Health Practice
Replied on 22 August 2024
Dear Patient, Many thanks for taking the time to share this review of your recent experience with the practice. All feedback helps us understand what we are doing right, and where we can make improvements, and we are so pleased to see our Patient Services Team could support you in such a compassionate and friendly way. All our staff are working incredibly hard every day to deliver this level of care for all our patients. Feedback like this is really motivational, so please feel assured this will be shared across our teams who will truly appreciate this. Once again, thank you for contacting us and being part of our practice. Kind Regards, Gareth Evans Operations Manager
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Review titled Worst gp experience
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2024
Tried to get an appointment again to be seen by a doctor for pain and bleeding with no one contacting me back. This place is a total shambles and needs to be looked at very closely. Why should 111 have to pick up your mess. Only way to see a doctor is to call 111. Totally disgusting.
Visited August 2024
Review titled Meon Health Practice
Replied on 22 August 2024
Dear Patient, Many thanks for taking the time to share this review of your recent service with the practice regarding access to appointments. As your feedback is anonymous we cannot directly respond to the context of your request. If you would like further information on our access and how we offer appointments, this information can be found on our website: https://www.meonhealthpractice.co.uk/appointments/ To expand on this further for you, we operate a same day GP-led Total Triage service and, with a same day service, although you may need to contact us on consecutive days for a ‘routine’ appointment, this is typically sooner, and safer, than asking patients to wait up to six weeks for a ‘routine’ appointment. Last month (July) our triage numbers show the Practice held over 4,400 consultations with more than 800 routine GP appointments and over 1,800 face-to-face appointments. It is also important to highlight our staff can be required to work beyond the recommended levels, and we must consider their health and well-being, as well as our patients. To reassure you of processes and improvements made, our 2023 appointment data shows our total triage model increased access by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to 2022 data. To continue improvements when contacting us, we introduced online access (Anima) in February 2024. Please be aware while Anima offers improved access to our services, this online contact solution is not increasing clinical staffing (our clinical capacity). For reassurances Anima is improving how to contact us, patients have submitted over 5,100 medical requests via Anima since its release in February, and over 6,200 admin requests. 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, Gareth Evans Operations Manager
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Review titled Highlands Practice - Patient Access - Switch User
Rated 5 stars out of 5
by Mrs Smith - Posted on 08 August 2024
A really big thank you for helping me get this organised, it will save me so much time having everyone on one account.
Visited August 2024
Review titled Meon Health Practice
Replied on 12 August 2024
Dear Mrs Smith, Thank you so much for taking the time to share your thanks and feedback with us in this five-star rating and review. We are so pleased to read of the help we offered you when switching users within Patient Access for your online account. We really appreciate your five-star review and thanks to our staff, and we have passed your kind words onto our staff. All of our staff work extremely hard every day to deliver this high standard of care and experience for our patients, and positive feedback like this really helps to motivate us and helps us understand what we are doing right. Thank you again for taking the time contacting us, and for being a part of our Practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Appalling response to previous review
Rated 2 stars out of 5
by Anonymous - Posted on 12 August 2024
The reply from The Meon Director is full of inaccuracies and since my attempt to use anima (correctly) as advised by the helpful receptionist I have now received very unhelpful messages telling me I have been given a GP phone call appt "exceptionally" as I used Anima incorrectly. This incorrect use of Anima was peppered through the reply on Anima and in the text message to me. Furthermore, back to my initial review reply I only received a well done as as a result of the phone call with the helpful receptionist (so too late) and the surgery seem to be missing critical information I reported to them at the time I withdrew from the zoom pre diabetes program, which was why I got referred to a dietician. So a thorough review of my medical records was not undertaken before sending that "standard" pre diabetes reply. Given I had nearly crossed over to diabetic the message, if my record had been looked at, should have mentioned that it had been noted I had been pre diabetic previously & undertaken part of the diabetic prevention program. Whilst I withdrew from that program would I like to reconsider my previous decision or be seen by a dietician. Regards Anima well I thought using the medical request facility between 11am and 12 was the correct way to use it and because I saw blood test as a category (nothing else suitable) and given the blood test was why I have a need for ongoing more specific dietary I selected this type. But I am now left feeling reprimanded for wrongful use of Anima although "exceptionally" have been given a teleohone appt 21 Aug. To be told this more than once in a text message is unacceptable especially given the complexity of Anima (especially for those of us who have limited IT experience). Rather than giving me a telling off (which it feels like) and that abuse of Anima in this way again will not be entertained (feels threatening) it would have been more helpful to let me know what my honest mistake had been. Perhaps the Director could give me a call as its clear he replied to my last review and he had a hand in the text messages thereafter. I note Anima is not available again for routine appts (which happens too much) and needs addressing as there will still be patients who require this facility this week rather than emergency appts. Anima is not a straightforward tool and needs to be made much easier for older patients who don't have support to help them understand it's nuances. This is the problem of buying off the shelf packages and trying to make them fit your requirements and more importantly patient requirements. Look forward to a phone call from the Director as concerned that information is missing from my records which would have stopped the diabetes prevention program being offered to me again. Whilst I appreciate the lovely receptionist getting back to me about why my weight & height was requested this should have been told to me at time of requesting it & similarly the well done only came after I raised my issues.
Visited August 2024
Review titled Meon Health Practice
Replied on 13 August 2024
Dear Patient, Thank you for taking the time to share feedback of a previous review and we are sorry you feel our previous response did not offer the reply you expected. Firstly, we must clarify our Director(s) did not respond to you. All responses include names and titles, and there is no mention of a Director in our response. Regarding your original review on this NHS Profile, we addressed your concerns, apologised accordingly, and offered assurances of improvements. We apologise again you feel this did not meet your expectation. Regarding unhelpful messages sent via Anima, we are sorry you again feel our communication is not appropriate. Having checked Anima, we note, and you confirm in this review, you wished to submit a “medical” request, but in fact you submitted an “admin” request used to obtain test results. In line with our introduction of Anima, and in best interests to support patients, we do not accept medical requests via admin requests due to clinical safety, and this is why we sent this communication to you, inclusive of information on how to submit medical requests in future. We apologise that you found this message threating or abusive, and as previously indicated, will review this, along with our other communications you raised concerns for. Regarding feedback of the Anima system and limited availability, many patients offer positive feedback for this online service and it’s user-friendly functionality, but we are sorry you are having difficulties. We must highlight Anima is a very new inclusion in our services, and we anticipated our patients and staff would need support with this change in our services. We continue collecting feedback from patients and staff, and we provide additional support where needed, as well as changing how we use the Anima system, and working with our provider to make adjustments which will further improve patient and staff experience. Please note at the time of your contact, we have been open and honest with the current restrictions within our services to offer limited routine appointments due to unexpected clinical absences and planned annual leave during the school holidays. This information is proactively communicated on our website, telephone systems, within the Anima product itself, and by our staff when responding to any relevant queries. With all of this important context, please be patient with us, our staff, and the new Anima system, as we continue integrating this large change of how to contact us, and the demands on our services. If you feel there is clinical information we need to update in your records, please discuss this with the doctor in the appointment we have provided. We trust this response has addressed all of your concerns raised. Thank you once again for your feedback and for being a part of our practice. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Good service
Rated 4 stars out of 5
by Louise Case - Posted on 03 July 2024
I rung the surgery at 8am saw a dr at 10am and was in QA awaiting surgery by 12 and in surgery by 7pm having my appendix out. Thank you to the Dr I saw who was so kind and responsive to my needs. Thank you.
Visited July 2024
Review titled Meon Health Practice
Replied on 04 July 2024
Dear Louise, Thank you for taking the time to share your feedback of your recent experience with us. All feedback we received helps us to understand what we are doing right and where we can look to improve. We are so pleased to read your comments of this good service starting from ringing us at 8am, being seen by the kind and responsive doctor at 10am and leading to your speedy surgery at QAH that evening. We really appreciate your thanks to our doctor who helped you get such a swift treatment plan and have passed your kind words onto our team, and we wish you well on your recovery. All our staff work to their absolute best every day to deliver this standard of experience for all our patients and feedback like this is so welcomed and well received by all of us. Thank you again for contacting us, and for being a part of our Practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled High Cholesterol and Borderline Diabetic
Rated 3 stars out of 5
by Jane Hazeldine - Posted on 02 August 2024
Following bloods the above was found. After making my own unaided dietary changes reduced diabetes down significantly. Disappointed to receive a standard text asking for ny weight and offering me the diabetes course which I had already done via zoom during Covid & given feed back on how unhelpful I had found it. Disappointed that there was no recognition of how well I had done in 4 weeks to get back into pre diabetic & not offered any alternative to a course I had already done. No reason given why they needed my weight reported but duly did so & no feedback. I used the reply text to ask for referral to a dietician (which I had pre Covid) or to someone in the practice who could help with meal planning so as to continue to get out of pre diabetes & reduce cholesterol to bring down my Qrisk3 score. No reply. No reason for weight request given or further options on dietary advice available to me. When I was told about my cholesterol & diabetes it was made clear to me then the risks of doing nothing so on my own I have achieved alot in 1 month but am struggling with meal planning. I feel sending of routine and non personalised text messages being highly inappropriate & in my case did not take into account my previous attendance at the course or with a dietician & failed to recognise the brilliant achievement made by me in a month to get out of the diabetic state (which is on my record) & failed to offer something more appropriate to my circumstance to reduce my cholesterol and pre diabetes levels. To just ask me to submit my weight & not say why is baffling to me given I am achieving what I was told I needed to do. Cholesterol can't be tested until October so not able to see what the dietary changes I have made are doing to reduce that for another 3 months. Patients should be treated as individuals and not just as numbers. Medical records should be checked before any standardised texts are sent. In my case it would have then been obvious I had been pre diabetic for some time etc... when I contacted the surgery today and spoke with an extremely helpful & polite member of the team she understood where I was coming from and agreed to look at why my weight has been asked for & suggested I put in an anima request to get answers to the other matters I have raised herein as she was not confident my text reply would generate a phone call to discuss my options for keeping on the right path to achieve normal cholesterol & blood sugar levels especially as I had done the course which had been routinely offered to me. Again disappointed that the text reply has been ignored & look forward to hear what has been done with the personal information I provided about my weight. Additionally, given other ongoing health concerns & a normal result for gluten I would have expected more than a note of no further action as the GP should be investigating these other issues with me which we now know is not Coeliacs. A phone call would be appreciated to discuss the way ahead.
Visited July 2024
Review titled Meon Health Practice
Replied on 07 August 2024
Dear Jane Hazeldine, Thank you for taking the time to contact us and share this feedback of your recent experiences with our surgery. We are sorry to read you found the text advice offered regarding these recent test results were not appropriate or did not meet your expectations. We note your kind comments about the way our team member helped you with this situation in your telephone contact on 2nd August and thank you for acknowledging this. We also note a follow-up text was sent to you by this helpful team member with reasons why the doctors had offered their advice which you did not feel appropriate. For clarity, or if you did not receive this text information, our doctors requested you try the diabetes programme as we had received communication you did not complete this course previously. Our doctors also requested your height and weight to ensure your information in your medical records are up to date, and to check if you are currently at a healthy body mass index (BMI). We note your feedback of providing context to why this information is being requested, and we will use this to help us review improvements we can make to texts being sent out requesting this information in future. We also note in our teams follow up text message they suggested you request further medical advice if needed by requesting a routine appointment in Anima and we are pleased to see you successfully submitted a request regarding this issue since your contact. We are also pleased to see your request has already been reviewed and responded to, and you have a routine appointment booked to discuss this with our doctor. We note your achievements you have made regarding good changes to diet and lifestyles as these are recorded in your notes by our staff in your contact to us on 30th July and are pleased to see our staff also congratulated you on these achievements in your contact on 2nd August. We’d also like to take this opportunity to say well done to you with this progress and trust our team can continue to support you with any potential referrals into our Wellbeing or Diabetic Teams following your appointment with our doctor later this month. Regarding the comments of ‘no further action’ which are recorded with some of your test result, please be reassured this is standard practice when any patients test results are returned from the laboratory as ‘normal’. For further information on how test results are managed, please visit our website: www.meonhealthpractice.co.uk/health-information/test-results/ We apologise again for any communications you found were not to your expectations when handling these recent test results and we are pleased to see our team have helped you resolve these matters and arrange for further ongoing support as requested. Thank you once again for your feedback and for being a part of our practice. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Digital Transformation and Data Manager