Meon Health Practice
Barrys Meadow, High Street, Titchfield, Fareham, PO14 4EHContact details and opening times
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Reviews
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Review titled Overstretched
Rated 1 star out of 5
by Capt. Dunford - Posted on 03 June 2024
Automated message that they can't take my call because they are too busy. Rather frustrating to say the least. 111 picked up immediately, but were still unable to book me in to see my Dr.
Visited June 2024
Review titled Meon Health Practice
Replied on 03 June 2024
Dear Capt. Dunford, Many thanks for taking your time to provide your feedback that we were unable to take your call today and we are sorry we have not met your expectations as our patient. For important context, at the time of your contact, it is the morning of Monday 3rd June, the busiest time of our working week, immediately following the weekend, after a Bank Holiday with reduced services due to a shorter working week. Regarding your frustration today, our telephone wait times continue to be one of our top priorities and we share our improvements and service information in our newsletters. You can sign up to our Patient Newsletter on our website: https://www.meonhealthpractice.co.uk/practice-information/patient-newsletters/ As part of our improvements to our telephone systems, we identified calls were being disconnected due to a technical issue in the system when too many callers are connected to our telephone lines. To resolve the understandable frustration of callers being disconnected, we have limited to our telephone lines to a maximum of thirty callers at one time, and this is why callers will hear an automated message when our phone lines are not able to allow a new connection. To sustain improvements made to telephone wait times, we introduced a new website with better digital access including an online consultation system called ‘anima’ in February ‘24 which should reduce the need for patients to call us who can use digital access where appropriate. We are encouraging patients who can contact us online to do so as this will allow patients who cannot use the internet to call us or visit the practice with reduced queues/waiting times. If you would like to read more about how to contact us online using anima, please refer to our website: https://www.meonhealthpractice.co.uk/online-services/about-anima/ As well improving digital access, we continue recruitment of staff and training other admin teams to support the telephones where possible, but each of our three methods of how to contact us (telephone, online, in person) are busiest when the surgery opens each day at 8am. We trust this explanation has addressed your concern raised and thank you again for taking your time to share your feedback. 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 Clearly not working
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2024
It is nearly impossible to get a routine appointment. Advised to talk to pharmacist which I did, who said I should see a GP as soon as possible. I went straight to the surgery and the receptionist (not her fault) explained because the symptoms weren't in the shortlist deemed 'urgent' I cannot book an appointment ahead, have to wait until Monday and join the lottery of the 8am call or anima on the chance I can get in before capacity is reached for that day. Have a look at the reviews for other local practices (e.g. Lockwood) and compare your average score with theirs. You'll come to the conclusion that something is definitely not right - it's not just the national shortages of resource and money. It's you and your organisation.
Visited May 2024
Review titled Meon Health Practice
Replied on 03 June 2024
Dear Patient, Many thanks for taking your time to provide your feedback that our systems for booking routine appointments are not working and we are sorry we have not met your expectations as our patient. At the time of your contact on Friday 31st May we were managing increased pressures in our services heading into the weekend, at the end of a Bank Holiday week, which meant we were shorter on appointments than usual while demand remains extremely high. For important clinical context outside of a specific contact, in the whole of last month (May) the Practice held over 18,400 consultations with over 4,000 of these arranged through our daily GP-led triage process. Included in this were over 800 routine GP appointments, over 10,500 face-to-face appointments. This is in addition to all administrative clinical work completed by the team (e.g., prescriptions, test results, requests from Hospitals and other patient queries). It is also important to highlight our staff can be required to work beyond the recommended levels to meet demand, and we must consider their health and well-being, as well our patients. To reassure you of how we manage our services, our ‘23 appointment data shows our triage system increased access to appointments by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the ‘22 data. To help manage demand for an appointment, we do signpost to alternative sources such as a pharmacist as many non-urgent symptoms can be managed without a GP appointment, as well as training staff to ascertain the urgency/nature of a patient presentation in order to support the clinical decision if a patient requires urgent/same day advice from our clinical triage team. Regarding your reference of other local practice reviews, we do look at other local services, as well as track patient complaints and feedback, and we often receive very positive scores from patients. Using publicly available information such as the NHS Family and Friends test, in 2024 our scores for either ‘good’ or ‘very good’ experiences from our patients range from 88% up to 94% and I hope this reassures you we consistently offer positive and consistent services. As your feedback in anonymous we cannot be more specific to your contact. If you wish for us to respond to you directly, 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 your time to share your feedback and we are sorry again we have not met your expectations. Kind regards, James Leach Patient Services Manager
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Review titled Patients are blocked from booking appointments
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
Not sure how this practice is now running is now only working with private patients. GP gave me meds for 4-6 weeks to 'see' then come back and we will decide if we need to refer to hospital. No repeat prescription it's about to run out and can't access GP and I'm skipping days on the medicine to make it strech. I wrote in via anima health (admin request) they rejected it - said do a medicine request (it's constantly grayed out). I call at 8am the message says we are at capacity call another day. I drive to the branch explaining medicine is finished they say I have to line up outside only at 8am to get a chance to be booked in. Told try anima at 8am on the dot.......I did and it said full capacity. I have video evidence of my calls on hold 28 in the queue and screenshots of anima full at 8am. This surgery has taken on too many patients clearly.
Visited April 2024
Review titled Meon Health Practice
Replied on 17 April 2024
Dear Patient, Many thanks for your time providing this feedback and we are sorry we have not met your expectations with difficulty getting an appointment for your prescription. Please be reassured we only see NHS patients and do not run a private service – we apologise if there has been a miscommunication to you with this. Regarding difficulty getting an appointment, we are working very hard every day to meet patient demand, but we, like all GP surgeries, do not have capacity to see every patient when they feel they need to be seen. Last month (March) we held over 16,200 consultations with over 5,300 appointments offered via our daily triage. In this were over 1,000 routine appointments which is in addition to all clinical admin work (e.g., prescriptions, test results, requests from Hospitals, etc). Many of the other 10,900 appointments are booked via NHSApp (e.g., smears and blood tests), self-booking links (e.g., health reviews) or when follow up is needed. With our same day triage, although you may need to contact us on multiple days for a ‘non-urgent’ appointment, this is typically sooner and safer than asking patients to wait up to six weeks. To support our patients and staff, we review available capacity each day to ensure we have same day access to our patients who need us most after our appointment book is ‘full’. As part of improvements on 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. In the last four weeks, we received over 360 medical requests from patients online via anima and you can generally submit medical requests from 8am Monday to Friday. We cannot confirm how we responded to your medication requests as this is anonymous feedback and each unique request requires a response appropriate to its clinical context. Depending on the context to your prescription, we may have added you to our pharmacist or GP appointment book, approved your request at source, instructed you to request a ‘routine’ appointment, or various other potential outcomes. If you’d like 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 We apologise again we have not met your expectations in the experience you describe and we 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 Cannot get an appointment
by Emma - Posted on 29 April 2024
I have been trying to get an appointment for some time for suspected skin cancer and I just cant get one. Every time I call I am told the appointments are gone. I've given up now and the Anima is useless. I guess I'll just leave it now as it's so deflating not getting anywhere with this surgery.
Visited April 2024
Review titled Meon Health Practice
Replied on 30 April 2024
Dear Emma, Many thanks for your time providing this feedback and we are sorry we have not met your expectations as our patient. Please be advised that while access one of our most challenging circumstances, as access is a national issues for all GPs, we always ensure urgent care is available to patients who need us on the day of their contact. Given the context of your feedback around concerns of suspected skin cancer, this is not a clinical request that would be ignored, and we are extremely sorry and disappointed if you have been advised otherwise. Please take this as reassurance our team will discuss concerns of cancer for our patients and while anima may not be open to actively submit medical requests due to our limited clinical capacity to manage requests each day, if you telephone the surgery or visit us in person, our staff will take your information regarding concerns of suspected skin cancer for clinical assessment by our GP-led Triage Team to make a decision around the best treatment plan based on the information you provide. We cannot directly respond with how we communicated with you to your previous attempts to discuss this with us using only your first name as each unique clinical request requires an appropriate response to its clinical context presented by the patient, patient history, and other specific factors to each patient request. As we cannot be more specific to your experience, and if you’d like us to investigate this formally, you can request this by: 1. Completing a complaints form at reception 2. By letter to Complaints c/o Meon Health Practice, 102 Highlands, Fareham, PO15 6JF 3. By telephone In the meantime, please take this as reassurance that our team will take any suspected cancer concerns seriously and an appointment would be given to discuss this if appropriate, given the context of our written response details above. We apologise again we have not met your expectations and we 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 Unable to get a routine appointment
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
Awful process this practice has for booking an appointment. It's like a game of roulette whether you get through in time at 8am or not. Recently completed a survey as requested and my reply effectively said, please book an appointment but it's not urgent so don't book an appointment if you can help it, we have no staff and avoid calling or getting ill during the summer holidays.
Visited August 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Thanks for taking your time to provide this feedback and apologies in our delayed reply. We are disappointed to read we have not met your expectations when contacting us for a 'routine appointment'. 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, and despite employing 2 new salaried GPs in August (at your time of writing), we are unable to fulfil as many appointments as we would like, or to meet our ever-growing patient demand. During the month of August, we were proactive and honest with our open communications that due to clinical staffing levels with both planned leave and unexpected absences, we did have limited routine access. Despite a difficult month in August, which is a historical theme due to the school summer holidays when staff take extended leave to be with their families, we did make improvements to routine appointments in 2023. To reassure you of our daily GP triage processes and improvements made to appointment access, our 2023 data review showed we increased our appointment access by more than 2,200 consultations, more than doubled our face-to-face appointments, and increased our routine offering compared to the same appointment data in 2022. 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. Thank you again for your time writing this review and we believe you will receive a better experience in future. Kind regards, James Leach Patient Service Manager
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Review titled Poor service
Rated 2 stars out of 5
by william mcnulty - Posted on 16 February 2023
Attempted to obtain a repeat painkiller using my phone. I do not have broadband and I am not able to drive. The practice refused to help.
Visited February 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear William McNulty, We are sorry to read this review and apologise for our delayed response to you. From the information you have provided, we believe you have contacted us by telephone to request medication which unfortunately is not something we offer as standard. The reason we do not allow patients to submit medication requests by telephone is for patients safety as there is risk of our staff requesting incorrect medication. All medication requests are therefore required to be submitted in writing by our patients to avoid mistakes, and these requests can be submitted in person to any of our three surgeries, using our Practice website for repeat medications, or using the NHS App or Patient Access systems. We are sorry that we did not meet your expectations given these processes specific for medication requests, and thank you again for taking your time to make us aware of your experience. Meon Health Practice takes all patient feedback seriously and will use this to review our services for potential improvements where possible. We trust this information helpful and believe we will deliver an improved service in future. Kind regards, James Leach Patient Service Manager
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Review titled Speed & efficiency by the practice
Rated 5 stars out of 5
by Anonymous - Posted on 13 January 2023
Having just seen the midwife with my six day old newborn baby who was recording a temperature of 38.6 I was recommended to urgently see the GP as all other signs were he was well baby, but something wasn't right. I went straight to Jubilee surgery and spoke with reception in person. They could see I was a concerned mother and made me feel heard and cared for straight away. With speed they registered him at the surgery as I was yet to do this having only just given birth. I was told a doctor would see us as soon as possible. This all happened within 20minutes. The doctor assessed him and talked everything calmly through with me. They explained they would call and speak with QA. I was given a letter and how they thought it was best we go straight to CAU at QA for a once over as the temperature was still over 38 and clearly a red flag for something. Arriving at QA CAU they were expecting us as the surgery had called in advanced as we knew. Once seen and various tests done it was confirmed he had Group A Strep and Bacterial Meningitis. Time was crucial and thanks to the Jubilee surgery we cannot be more grateful how quickly and efficiently they helped us and ultimately helped get our little boy having the correct medicine as soon as possible to save his health. We will be forever grateful to all involved.
Visited January 2023
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Thank you so much for taking your time to provide this five star review. We are so pleased to read this review after some historical issues with our Profile Manager which are now resolved. We have already shared your lovely words with all our Meon staff and we know how pleased everyone will be in your acknowledgement of the services offered to you and your new baby at the Jubilee surgery, especially in such concerning circumstances. We trust all is well now with you and your new family, and thank you again for sharing this experience with us. Our staff are working incredibly hard every day and it means so much when we receive reassurance the care and safety of our patients is delivered to this standard. Kind regards, James Leach Patient Service Manager
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Review titled Terrible service!!!
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
This is the second time I have been unable to contact the gp . Phone lines have been shut down completely , just a recorded message -even when phoning dead on 8am. I have tried phoning through the last few days at various times - it just cuts you off . E consult service has been removed for months ! No way to email. The only way to get help is to physically go to the surgery at 8am and queue - to fill out a paper consultation . This service is terrible , it’s discriminatory against people who are not able to physically leave home or get to the surgery . Some people are unable to stand in the freezing cold for a chance of a call back ! Only to be told sorry no more appointments try again tomorrow . Ended up having to ring 111 just to get a basic phone call . Please something needs to be done !!!
Visited December 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Patient, Many thanks for taking your time to provide this feedback and apologies for our delayed response. Having resolved technical issues with our NHS Profile, we are pleased to now address your concerns. Regarding access to appointments, we are working very hard to offer as many appointments as we can, but we, like all GP surgeries, do not have the capacity to see everyone despite employing 2 new salaried GPs in August 2023. We continue to operate a same day GP Triage service and, depending on clinical staffing each day, we offer as many ‘routine’ appointments as possible 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 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 our clinical staff can be required to work beyond the recommended 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 this process and improvements made since your contact in December 2022, our 2023 appointment data showed we increased our service by more than 2,200 consultations, more than doubled face-to-face appointments, and increased routine access compared to the same data in 2022. Regarding difficulties contacting the Practice, our telephone wait times continue to be a top priority and we have made significant improvements to these during 2023 also. You can read about these improvements and key service information by signing up to our Patient Newsletter on: https://www.thehighlandspractice.co.uk/navigator/patient-participation-and-focus-groups/ To sustain and build on these improvements already made, and to address your concerns of digital access (eConsult), we plan to introduce a new website including a new digital consultation system for patients to submit requests remotely (online) called 'anima' at the end of February. We apologise that we did not meet your expectations at the time of your review and we believe we will deliver you an improved service in the future. Kind regards, James Leach Patient Service Manager
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Review titled One way communication
Rated 1 star out of 5
by Vivian Hall - Posted on 09 November 2022
The current methods of communicating with this service are not working. An hour to speak to a receptionist who has to refer to other staff members or advise you no appointments are available. Advised to call 111 who will not act during surgery hours. Patients are being ping ponged away just to clear the phone lines. The GPs if you are lucky enough to win the phone lottery are usually great. There are serious administration issues with the appointment systems and availability within this group. Needs a complete overhaul to offer a service suitable for the patients taken on. In what way is waiting for an hour to speak with a receptionist acceptable? Not all patients are able to visit in person and need to use the phone Dreadful service getting worse week by week.
Visited November 2022
Review titled Meon Health Practice
Replied on 01 February 2024
Dear Vivian Hall, Thank you for your time writing this review and apologies for our delay in response. We are retrospectively replying to all historical feedback after resolving technical issues with our NHS Profile Manager. We are sorry to read that our services have not met your expectations and we would like to reassure you that we have made significant improvements since your contact to us in November 2022. For example, our 2023 appointment data shows our current triage system increased patients access to appointments by more than 2,200 consultations, more than doubled our face-to-face offering, and increased our routine access compared to the same appointment data in 2022. We have also made significant improvements to our telephone services and wait times with ongoing recruitment of staff and training other admin teams to support this where possible, but we do our best to respond to patients as quickly as possible. To sustain improvements, we have made to our patients experience and care, we plan to introduce a new website and better digital access at the end of February, and we believe this will help deliver you and all our patients an improved experience in future. We would also like to reassure your comments of how the services is getting worse each week as our patients have acknowledged the improvements we are making. In our Patient Experience Meeting held just this morning (01/02/2024), we were able to celebrate our NHS Friends and Family response data has gone up each month. In the months of October, November, and December 2023 our good/very good response scores have increased from 91% to 92% and 94% respectively. These numbers are testament to the hard work we have made as a Practice throughout 2023 and we trust is reassuring for you as a patient. Thank you again for taking your time to provide this feedback, and we believe we will deliver you an improved service in future. Kind regards, James Leach Patient Service Manager