Connect Health
Floor 3, The Lightbox, Q2, Quorum Business Park, Benton Lane, Benton Lane, Newcastle upon Tyne, Tyne and Wear, NE12 8EUPatient ratings and reviews
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Reviews
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Review titled Practise not fit for purpose.
Rated 1 star out of 5
by John - Posted on 04 October 2023
Having first contacting MSK in May I eventually spoke to someone in mid July. They explained the process and said I would have a telephone consultation on August 23rd, which was 6 weeks later. I had the telephone consultation and was given a face to face assessment appointment on October 4th, another 6 weeks later. The week prior to my assessment I was informed the face to face appointment had been cancelled due to a clerical error and was offered a further telephone call on the 3rd October and was told this person would have the authority to process myself for an MRI scan as requested by my Doctor. During this telephone assessment, which was identical to the one undertaken on August 23rd I was told I still need a face to face assessment and this would be in about 4-6 weeks. I asked the question that if I took this appointment what the process would be from there. I was informed as per the following. If I was assessed as requiring either a scan or muscular treatment then both these options would commence about 4-6 weeks after the assessment. Therefore in effect the treatment or scans would take place approximately 6-7 months after the first contact with MSK. For someone in 24hr constant pain how can this be anywhere near acceptable and I cannot see how this service is anywhere near fit for purpose. My Doctor was adamant I required a scan to correctly diagnose my problem, even sending a request through to MSK for this, and is totally frustrated that we cannot diagnose the actual problem and therefore start the required treatment. I have had no option but to book an MRI scan privately through my physio which was requested today and booked for the next day and I will have the results within 48hrs. My Doctor can then initiate the correct course of treatment. Personally I wish I had never been referred to MSK as I would have been correctly diagnosed 4 months ago and been on a path to better health. I have enormous sympathy for anyone having to deal with MSK without being able to look at other alternatives. I’d like to say that the whole process is disgraceful but that would be being too kind.
Visited October 2023
Review titled Connect Health
Replied on 16 October 2023
Dear John I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Regards Lesley Crosby Director of Governance and Quality
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Review titled Awful system
Rated 1 star out of 5
by Elizabeth Hawes - Posted on 13 October 2023
There is a long wait for appointments, test results and reports. Cannot now access my results from my own surgery which is ridiculous. Going around in circles with MSK/Connect Health. Waiting to hear about an ultrasound scan on left shoulder rota cuff which is painful and inhibited. That might take weeks. In the meantime it's getting worse. Why add another layer of bureaucracy to the NHS? Shocking service.
Visited October 2023
Review titled Connect Health
Replied on 16 October 2023
Dear Mrs Hawes I am so sorry you have had such a poor experience. Regrettably some of the issues you have complained about are outside of our sphere of control or influence. Whilst we can refer a patient for an ultrasound the length of time to obtain the ultrasound is not solely within our gift to influence as we do not undertake the ultrasound ourselves. We assess pre scan and in many cases can treat post scan but sadly in cases such as yours we do not undertake the scan directly. I appreciate you may feel that you have had a longer wait than you would have hoped however I can advise that our waiting times are often shorter than many services provided by hospitals etc. I am so sorry you are frustrated by the experience you have had however I hope that this has explained some of the reasons why you may have had the wait. Please do come back to me on lesleycrosby@connecthealth.co.uk if I can help in any other way. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Horrible Experience
Rated 1 star out of 5
by Ego - Posted on 27 October 2023
Horrible experience, went for a hand therapy appointment at Brentwood. Community hospital, receptionist was so rude, very impatient to listen, no empathy. Had swollen knees, which delayed me from the car park and it was raining. I was so much in pain, could have cancelled but didn't want to waste NHS time slot since I know the impact. They refused to see me even though I had mobility issues coupled with bad weather, I nearly had a fall while walking from the car park which was a bit far, I work in NHS and we consider mobility problem or bad weather. I was so much in pain and they still cared less. The receptionist was busy pointing out that my appointment is for my hand not my knees, she wouldn't listen, appointment that took 3 months and my neck and back was affected. Was so looking forward to seeing a professional, I was disappointed and depressed after my experience.
Visited October 2023
Review titled Connect Health
Replied on 30 October 2023
Dear Ego I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Once again, my apologies if we have not been of help to you and hope that should you contact us again you will be more satisfied with our response. Regards Lesley Crosby Director of Governance and Quality
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Review titled Physiotherapy for arthritis
Rated 1 star out of 5
by Anonymous - Posted on 07 October 2023
A Waste of time , certainly not worth the months of waiting for arthritis treatment. Don’t know why they call it Physiotherapy because I certainly didn’t get any hands on treatment at all, as you would expect from a physiotherapist, instead all I got was a few exercises to do, for my arthritis, that was very generalised and can be found online, totally impersonal, they don’t diagnose either and there are no doctors or specialists on sight. Your better of doing research online and exercises can found on the NHS sight or even better, if you have the money go to a private one, unfortunately I can’t afford this. Not impressed at all, unfortunately this all that is on offer from the NHS, if you have arthritis.
Visited October 2023
Review titled Connect Health
Replied on 16 October 2023
I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Regards Lesley Crosby Director of Governance and Quality
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Review titled Great staff
Rated 5 stars out of 5
by Jennifer - Posted on 15 September 2023
I have received physio and a ultrasound guided steroid injection from MSK connect in Hammersmith, Chalkhill road and Milson road Staff were very kind, patient, understanding, professional and knowledgeable They took the time to explain things to me and treated me with kindness and respect
Visited September 2023
Review titled Connect Health
Replied on 27 September 2023
Dear Jennifer Firstly, my apologies for not responding to your comments before now. Thank you for taking the time to share such positive feedback and I will ensure your feedback is shared with all staff. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Not fit for purpose
Rated 1 star out of 5
by ELK - Posted on 30 October 2023
I don't think this service is fit for purpose. Waiting times are worse than for any other NHS service I know (and I know a few!). But in addition, the big problem is having to have a telephone assessment first from which they give you exercises while you wait for at least one month for a face to face review - this is just a recipe for disaster. In my case, the exercises they gave me were totally unsuitable and made my issues worse and in more severe pain. So they led me to taking excessive pain medication until I decided to just go private. It was either that or get signed off work... I wonder what the DWP would have to say when people are unable to work due to receiving the wrong advice from this service.
Visited September 2023
Review titled Connect Health
Replied on 07 November 2023
Dear ELK I am so sorry that you feel you have had a bad experience with Connect Health. I would want to comment that our waiting times are not in excess of those within the NHS and in most cases are less than what you would experience outside of Connect Health. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Once again, my apologies if we have not been of help to you and hope that should you contact us again you will be more satisfied with our response. Regards Lesley Crosby Director of Governance and Quality
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Review titled Poor Service
Rated 2 stars out of 5
by Liz Walden - Posted on 21 August 2023
Have attended my appointment this afternoon. Have ongoing issues which have worsened due to a car accident. Found the appointment a complete waste of time and NHS money as was given the same excersises that I, ve previously been given these didn't work then so why would they work now. Perhaps someone can point me in the right direction to get the help I need.
Visited August 2023
Review titled Connect Health
Replied on 23 August 2023
Dear Liz I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Once again, my apologies if we have not been of help to you. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
I was referred to Connect after experiencing pain, for which no investigative treatment was offered. From the start this process was difficult for me as I suffer with anxiety speaking on the phone, however I managed to call after some hesitation and worry and booked an initial telephone appointment, which I assumed would then lead to a face to face. After waiting over a month for the call, I was greeted by someone who sounded like they had just woken up, completely disinterested in what I was saying and just reading a tick list out to me so I could give yes or no answers. I was then 'diagnosed' without the offer of an in person appointment or MRI scan etc. I was emailed a list of exercises, most of which are too painful to do and told to call again a month later to make yet another appointment to discuss how the exercises I can't perform have 'helped'. Unfortunately anxiety got the better of me, along with loss of faith in the service after the disinterested call, and I didn't call to make the follow up appointment. Why can't follow ups be scheduled during the first call or the option to book online offered? I've now been discharged from the service without receiving any helpful treatment, and I don't feel able to start this process again via my GP due to the detrimental effect it will have on my mental health. Pain management isn't a one size fits all thing.. you can't label someone's condition and provide a cookie cutter treatment plan following a 5 minute phone call. When a patient says pain has prevented them from exercising then other avenues should be explored or in person support offered to find a way to make physical activity possible.
Visited August 2023
Review titled Connect Health
Replied on 11 September 2023
Good morning I am so sorry that you had such a poor experience. Sadly, I cannot comment about patient specific details around care and treatment without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Once again, my apologies if we have not been of help to you. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Cannot connect with anyone
Rated 1 star out of 5
by Sarah Masterton - Posted on 04 August 2023
I have a telephone consultation appt next week with connect health. I have received a text and an email to complete a questionnaire before my appt. I have tried via email & text following the links given and I either get a server error message or the screen where you input your medical number, email etc just refreshes and clears everything I've filled in when I hit submit. I have also tried to log on using the NHS login and get the same server error message. I tried ringing Connect Health on their 0800 number which doesn't connect to anyone. I tried to ring my local hospital pain clinic and get referred to a bt voicemail. Having read recent views I hold out no hope that I will be successful in getting the very much needed help I'm hoping to get. What a waste of time & money with an unusable service!
Visited August 2023
Review titled Connect Health
Replied on 21 August 2023
Dear Sarah Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. I hope that you have now been able to resolve these issues however if you are still having issues, please go to our internet website and contact us through the 'get in touch' section. All the emails sent to us through that forum are responded to promptly. In relation to the comments, you have provided I will be sharing these with our Information Technology department to see if we can ascertain what the issue is and remedy it. Connect Health uses comments such as yours to improve the services we offer, and I fully appreciate how frustrating it must be. Once again, I offer my apologies for the problems experienced. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Endless forms to fill in - no treatment
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
The NHS pays Connect Health to carry out care for patients like me with chronic pain. But they fail to meet their obligations on an industrial scale. My story is like so many of the reviews on here. You fill out long forms, nothing happens, you chase for updates, nothing happens, you leave reviews like this, nothin g happens. And Connect Health continue to be paid by the NHS. I have had chronic pain for a month an
Visited August 2023
Review titled Connect Health
Replied on 27 September 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. Sadly, I cannot comment about patient specific details nor around the contact you had from us without investigating the issues you have raised. If you would like us to review this further, then please go to our internet website and contact us through the 'get in touch' section. Once we receive your complaint, we will undertake an investigation and respond directly to you. We use all complaints and feedback to improve the service future patients receive. Once again, my apologies if we have not been of help to you to date. Kind regards Lesley Crosby, Director of Governance and Quality