Havens Health / Meridian Surgery

Took 4 days (and 6 phone calls after being on hold for a minimum of 15 minutes each time) to get a prescription issued and even when I did go to the chemists I still needed to go to the surgery as the doctor had forgotten to sign it. You can't get an appointment because they say they're full for weeks and then you get met with hostility when you try and complain.

BT are refusing to treat the service as urgent. The new system put in by them is not working. As the only GP service in Peacehaven this is appalling. The staff do their best under ridiculous circumstances. Rowe Avenue Doctors do not appear on the list of GPs have they all left the practice? We were told more staff were to be/had been recruited what is the current position? I have long term progressive spinal problems that severely affect my mobility and and every aspect of my daily life but have no regular contact with any doctor or specialist nurse. District nurses do a great job re my incontinence needs. Overall it has become frustrating for residents and for some very worrying that we are being ignored. Something must be done and soon even when taking into account the dreadful problems covid has caused.

The process for getting an appointment doesn’t work, you have to spend ages trying to get through, I have been known call over 200 times just to get the line to connect, then to be the ‘first person in the queue’ as per the automated voice and to be waiting anything from 20 mins to over an hour and that’s if it doesn’t cut you off and then you have to start the process over again. If you are lucky enough to get a call back appointment that day if they haven’t all gone, you then have to be available to take a call from the doctor before midday which more often than not means before 2/3pm meanwhile if your work is phone based you are left unable to work and take calls in fear that you will miss the doctors call.
Once you speak to a doctor they are usually pretty good and helpful. It’s not their fault it’s the way it’s set up and the lack of doctors compared to number of patients. Drs have given some outstanding service to us in the past going above and beyond but the system itself needs sorting. The phone lines and no of staff answering the need to be sorted and more doctors to take the calls and have them booked in to be completed on specific hour time slots so you have a more accurate idea of when to expect a call.

I am hugely concerned about this surgery be the level of care residents are receiving. I have been over generous with 2 stars as they acted swiftly when I needed it.
My mother has a terrible time with this surgery, to the extent I have had to become involved as it was impacting her mental health significantly. She is almost bullied about medications she is prescribed by the hospital and more recently misdiagnosed.
I have also spoken with one doctor who clearly didn’t bother to even read my notes before his telephone call, and told me totally incorrect information about my condition.
Most of the receptionists I have spoken too have mainly be very nice and helpful, but it takes forever to get through and I don’t know what would happen to someone who was seriously ill.
There shouldn’t be one more house built in the area until there is guarantee all residents have adequate healthcare as it is far below that at the moment.

Since the surgeries merged it has been impossible to get an appointment, let alone see a doctor. You can phone and be first in the queue for over 45 minutes, clearly showing that actually you aren’t first in the queue. Telephone numbers frequently don’t work and apparently are ‘being fixed’. How long will it take for us, the residents of Peacehaven, to be taken seriously and more surgeries reopened and for the health care provided be what we deserve.

So hard to get in contact with the doctor, and no chance speaking to the same doctor twice. when You do get through you are put on hold even though you’re are the 1st in line for a long time. Most of the receptionist are lovely, as are the doctors , but a few are rude and abrupt which you don’t need when feeling unwell. No contact details of the Practice Manager.

Was a patient at this surgery for over 8 years. Not had an issue until recently. Couldnt get through on the phone lines had to ring over 100 times. Phone often gets disconnected. When you eventually get through your on hold for ages. When eventually answered all appointments are gone. You can't go up a d book an appointment. Your told to ring. I was seriously ill in December and ended up being rushed to A and E due to being unable to contact the GP. I have now left the surgery and go out of town to Newhaven. A much nicer surgery with no problems. But it's unacceptable that I have had to do this. Everyone has a right to medical advice when they require it

The surgery is slightly easier to get hold of now than a few months back.
When phoning though and having to queue, your queue position is alway s“1” , you could be number one in the queue for an hour ! I’d love to know who they are talking to for that long?
One of the Doctors is rude and stand offish with older people.
Older people in the community often cannot contact gp surgeries themselves , so if their care call is after 08.30am, where they have the chance to say they are ill or a carer picks up on something, all appointments will be gone.
The surgery reception do not pick up, or act on emails sent.
When dealing with end of life patients with this surgery, it is a huge worry. At times they need urgent medications and the surgery don’t do urgent anything

My husband has lots of long term conditions. We I need help or advice I’m unable to get the same doctor/s so I have to explain what’s happened over the last few years, before I can talk about a current problem. Before he had a couple of regular doctors (your own Gp) it make everything so much easier when you have to talk to a doctor over the phone that knows him.

I had felt unwell for several days before being notified that my Covid test was positive. So I had already spent a couple if days in bed but was amazed to receive a phone call from Havens Health to ask me how I was! I live alone and was obviously self isolating so the concern expressed was very much appreciated. They also said they would deliver an oxymeter for me to moniter my oxygen levels at home - it would be left on my doorstep. This happened later that day (complete with the required batteries). They also phoned me on two other occasions to see how I was. Thankfully I made a good recovery and returned the oxymeter to the surgery for someone else to use. Very impressed.