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Poor

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"Poor "

About: The Highlands Practice

I came into the surgery to request different pain medication for my ongoing knee issues which have latterly worsened significantly. I filled in a form as given me by the receptionist outlining the issues that have been apparent since September of 2023 and asked that I be considered for different medication to that of the Zapain that I have been using! I was expecting a phone call to discuss this but instead recieved a text giving me a telephone appointment with msk for 18th at 15:00hrs!!! I have seen msk on several occasions so feel that option was not realistic or suitable as I have been through referred (by you) physio sessions at Fareham Comm Hospital and been seen at Gosport War Memorial. I have been awaiting specialist appointment at QA since 13th December after Physio referral! This has now come through and I have appointment for 2nd May. I also noted that whilst at the surgery today I did a blood pressure test which stated was high on three tests.. do I get an additional call re this or is this something the MSK appointment will address?? I feel as usual a brush off from the practice.. I was only requesting additional pain relief and cannot see any point in again talking to msk. I would add that throughout all my issues since last year I have yet to see or even talk to a GP!

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Responses

Response from The Highlands Practice last week
The Highlands Practice

Submitted on 17/04/2024 at 12:03
Published on nhs.uk at 12:03

Dear Patient,

Many thanks for your time providing this feedback and we are sorry we have not met your expectations with the outcome of your recent request for medication for ongoing knee issues.

We cannot directly respond with how we responded to your requests as this is anonymous feedback and 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.

Depending on the context to your medication and ongoing knee issues, our healthcare professionals would assess the information provided by yourself and make a clinical decision to the best placed treatment plan for the request we are presented with.

We, like all modern GP surgeries, are much more than a ‘doctors surgery’ and our clinical teams are made up of various healthcare professionals with specific training to particular elements of healthcare and wellbeing, and many symptoms can be treated by another healthcare professional better than a doctor would be able to assess and support you and all of our patients.

All of our healthcare professionals are certified and highly trained, and we will always direct you to the most appropriate clinician or service within our Practice in order to help you.

Similarly with a patients preferred mode of consultation, we do ask patients their preference of face-to-face appointments, telephone, text, or video, and will try to accommodate as best we can to patients preference, but ultimately a clinical decision is made to the mode of consultation required to provide an appropriate treatment plan to each unique patient request.

Regarding your high blood pressures test results, with the process details above, any requests we have received will be sent to the appropriate person or team who will respond to you as needed.

Again, as your feedback is anonymous, 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. 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 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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