"Poor response time"

Dear Patient,

Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us.

We are sorry to hear that you are unhappy with text message advice following your request for a face-to-face appointment.

All feedback helps us understand what we are doing right and where we can make improvements, and your feedback allows us to do just that.

While we ask patients for a preference of face-to-face, telephone, video, or text message advice, these unfortunately are not guaranteed.

We always try to accommodate patient preferences as best we can, ultimately the allocation of these appointments is dictated by our GP-Led Triage Team following their clinical assessment of patient needs and our appointment availability.

We apologise you have been made to feel this means we do not care about you as a person, but each decision is made with our patients’ best interests, and clinical advice can often be delivered by text message or telephone without a face-to-face appointment.

Be reassured your comments will be shared with our Practice Management Team as we continuously work to address areas of concern and further improve our service.

Your insight is appreciated and if you have any further concerns, please do let us know.

You can contact us directly via our website should you wish for a more formal response: www.meonhealthpractice.co.uk/feedback/

Please accept our apologies once more and thank you again for contacting us and for being part of our practice.

Yours sincerely,

James Leach

Digital Transformation and Data Manager