Meon Health Practice (Highlands)

Frustrating same-day appointment system only

This practice has become very frustrating to use. I recently tried to book an appointment and was informed that advance bookings are no longer available. Instead, I'm required to call at 8am on the day I wish to attend and hope there is availability. This system is problematic for my situation, as I work during the day and cannot access a phone during working hours. I would have been content to wait several days or weeks given that my needs are not urgent, but being unable to book ahead is impractical. The staff member I spoke with was unhelpful in explaining the new system. I would recommend considering alternative practices if this booking method does not suit your circumstances.

Appointment gatekeeping makes access difficult

I've been finding it increasingly difficult with this practice. When I phone to arrange an appointment with a GP, I'm frequently informed that my concern doesn't meet the threshold for urgency and that the triage system is reserved for urgent cases only. It seems to me that patients with genuinely urgent needs should be directed towards emergency services or hospital accident and emergency departments instead. I'm uncertain about how the reception staff are able to make judgements about what constitutes urgency, as something that feels pressing to me clearly doesn't register as such to them. If you're thinking about registering with this practice, I would advise against it. I would rate it lower if the system allowed.

Early appointment led to same-day phone consultation

I had an early morning appointment at 08:00, which may not be convenient for all patients, but it allowed the clinician to call me later that morning at around 11:00 after reviewing the images I had submitted through the online consultation service. The reception staff and clinician were both supportive and attentive. The recommended topical treatment appears to be helping with the skin concern. Much appreciated.

Appointment booking system needs urgent improvement

Attempting to schedule an appointment has been frustrating. When trying to book a visit for my young child, I was informed that I would need to join a queue at 8am and that advance bookings are not available. This approach to appointment scheduling is unsatisfactory and I believe improvements are needed in how the practice manages booking availability.

Couldn't get an appointment anywhere

Unable to secure an appointment, which feels like a significant problem. The practice appears to lack adequate capacity to meet patient demand, and this seems to reflect management issues rather than unavoidable circumstances.

Early morning queues for appointment booking

This practice has significant issues with appointment management and accessibility. A scheduled cardiac review was not completed within the expected timeframe, with several months passing without the procedure being carried out. The booking system requires early morning attendance to secure appointments, yet cancellations occur after staff attempt to contact patients. Telephone appointment requests appear ineffective at this practice. The experience suggests systemic problems that may be contributing to patients seeking emergency care elsewhere. There have been concerning instances of patients being unable to access care when needed, resulting in distress. The overall standard of service falls well short of expectations.

Phone lines kept dropping when I called

I'm experiencing a recurrence of a previous condition, and this episode is significantly more severe than what I've dealt with previously. I attempted to contact the practice by phone moments ago, but the call disconnected. I'm in considerable discomfort and require pain relief. I was hesitant to book an in-person appointment as I didn't want to take up their time unnecessarily.

Long phone queues and slow online requests

The situation appears to be deteriorating. I waited in a queue with many others ahead of me for 20 minutes, during which only a couple of people were seen. I was phoning to follow up on a document I had requested through their online system several working days prior, but I had not received any acknowledgement that my submission had been processed. This was extremely frustrating. I would suggest considering alternative practices, as this one seems to be struggling with demand.

Receptionist went above and beyond for me

The member of the reception team I recently interacted with demonstrated exceptional understanding and helpfulness, providing support that went beyond what was expected. I'm very appreciative of their assistance.

Practice made time for urgent overseas visitor

I was extremely pleased with the level of care provided by this practice. As a visitor from abroad, I found the team to be exceptionally accommodating when my child became unwell. Following guidance to seek medical attention within a specific timeframe, this was the only practice able to accommodate us promptly. I am very grateful for the attentive support we received.

Helpful surgery with good triage systems

I find this practice to be very helpful and efficient, and we have needed to use it frequently, regrettably. I appreciate the processes in place for assessing patient needs, and I understand that I would contact the appropriate helpline if I experienced a problem, as the practice has recommended. I'm sorry that the practice receives so much criticism.

Overcomplicated booking system left me frustrated

The appointment booking process feels unnecessarily complicated, and the experience of requesting an appointment left me feeling patronised. I feel stuck with this practice.

Frustrated by repeated triage requests and no progress

I was reluctant to submit this review given that I have generally experienced considerate and responsive care from the practice team in the past, yet I find myself in a frustrating situation that I suspect other patients may have also faced. In my situation, I had already undergone initial assessment, laboratory work, and an in-person consultation with a clinician at the practice, following which my case was promptly escalated to a specialist at the hospital. The initial response on the following day proved unhelpful, and after receiving no further communication for a fortnight, I sent a written enquiry to the clinician I had previously seen, simply asking for an update on my progress, as my symptoms were progressively deteriorating. My letter was processed by a different clinician, who responded via text message advising me to telephone the practice at 08:00 each morning to request inclusion on that day's triage list. Uncertain about this approach, I made contact and was informed that the procedure required calling at 08:00 daily in hopes of securing a routine triage appointment slot—though I was simultaneously advised not to attempt this for two weeks due to holiday closures and staffing constraints making such slots unlikely to be available. I clarified that I did not require another triage assessment, as I simply sought clarification regarding the status of my ongoing care. The staff member I spoke with indicated there was nothing further they could assist with and concluded the conversation. I subsequently wrote to the practice management on a later date, but have received no acknowledgement of this correspondence. I have called the practice around 08:00 on multiple occasions only to be informed that routine triage slots are fully booked. I am now uncertain what further steps to take, as the system appears to require triage before anything can proceed—despite my already being engaged in a treatment pathway, which would represent an unnecessary use of clinical time and would not address my actual need for specialist follow-up. I continue to await resolution.

Phone lines overwhelm on opening time

This medical practice has significant issues with accessibility and patient care. Calling at opening time results in an automated message indicating no appointments are available that day. When appointments are secured, patients report feeling dismissed and undervalued, as though their concerns are not being taken seriously. After several months, there remains a lack of clarity regarding ongoing health matters. Additionally, when diagnostic tests are completed, there appears to be inadequate follow-up regarding findings or guidance. Based on this experience, seeking care elsewhere may be advisable.

Long waits and prescription delays frustrate patient

I'm extremely disappointed with the decline in service quality at this practice. A prescription I requested nearly three weeks ago has not been fulfilled, and I spent six hours waiting to obtain my medication. The staff appeared unaware that I had recently transferred from another location, and my medical records had not been received. Given the statutory timeframe for record transfers, I feel this practice is not meeting expected standards. The positive ratings visible online appear to be from when the practice operated under its previous name.

Quick appointments and supportive nursing care

I've experienced unsatisfactory service at my previous practice, but I'm now receiving care elsewhere. I've attended appointments twice within a two-week period and have been seen on the same day each time I've made contact. The team members have been excellent and I've received attentive care from the nursing staff who have shown genuine support. Well done. My previous practice could learn from your approach.

Results lost in the system, no appointments available

I am writing on behalf of my 80-year-old mother, who received a call from the practice approximately six weeks ago regarding routine blood work that indicated a potential health concern. She was subsequently referred for further investigations, however the outcomes of these tests have not been communicated to us. The practice advised that we should get in touch once the investigations were completed to discuss whether any medical intervention might be necessary. Over the past two weeks, my mother has attempted to contact the surgery on a daily basis but has been unable to secure either an urgent appointment or a routine slot. This situation has caused considerable anxiety and concern for both my mother and our wider family. It is unclear what steps we should be taking in these circumstances. The current system appears to be ineffective and would benefit from a thorough reassessment.

Couldn't get through on the phone all day

The practice opens at 8am and I called right at opening time, only to hear a voicemail message indicating the lines were too busy to take my call and asking me to try again later. Since I had the day off, I attempted to reach the surgery repeatedly throughout the day at regular intervals, but continued to receive the same voicemail response without ever speaking to anyone. I found this approach to be an ineffective way of managing patient contact. I felt the reception team may have been occupied with other activities rather than attending to incoming calls. I was quite disappointed with this experience overall. 😤

Felt rushed through appointment without proper investigation

I recently attended an appointment regarding a physical concern that has been causing me worry, as it appears to be growing. I was given an initial assessment, but when I expressed doubt about this diagnosis and voiced my concerns, I was advised to seek a second opinion elsewhere. The interaction left me feeling somewhat dismissed rather than thoroughly heard or investigated. I felt the appointment prioritised moving through the schedule rather than taking adequate time to address my anxieties about the issue.

Felt heard during appointment despite rushed slots

The practice overall appears to have declined following the recent change in management, with staffing levels seeming stretched, which makes it difficult to feel heard given the brief appointment durations. However, I recently attended for a routine screening procedure at this location, and the clinical staff member who assisted me was genuinely excellent. Despite my initial anxiety about the appointment, they demonstrated exceptional kindness and patience, taking time to explain each step thoroughly and helping me feel at ease. I felt their professionalism and compassionate approach deserved acknowledgment and praise.