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 Cancelled after missing 1 appointment
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2023
missed one gym appointment due to urgent issue with pet got text saying discharged for 3 months never answer e.mails never call always text not very good and a waste of NHS funding frankly,
Visited May 2023
Review titled Connect Health
Replied on 21 August 2023
3. 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 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 Good excercise plan
Rated 5 stars out of 5
by Anonymous - Posted on 27 July 2023
The physio appointment went very well, the physiotherapist was extremely attentive to my concerns and gave me a good excercise plan which has been very helpful to my condition.
Visited May 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly my apologies for not responding to your comments before now. Thank you for taking the time to share such positive feedback and I am glad you found our staff member attentive. I am also pleased to hear that your condition is improving. 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 Waste time
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
I wait for 8 months for appointment and for 3 time they cancelled and change date,and now I wait another one month......I thing they take money from government (our taxes)for nothing....very poor service
Visited May 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience and fully appreciate how frustrating this must have been for you. I can assure you that we only cancel appointments in extreme circumstances, and it is extremely unusual for anybody to have 3 appointments cancelled. I will be sharing comments with my colleagues in Operational Management so we can ensure the issue of multiple cancellations has an increased profile. Once again, I apologise, and I can assure you that it is through comments such as this that we can improve the service we offer to other patients. Regards Lesley Crosby, Director of Governance and Quality
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Review titled No service at all.
Rated 1 star out of 5
by Karen Bezer - Posted on 23 August 2023
I was referred to connect health by my GP for tendonitis in my arm, I had a phone call where I begged for someone to actually take a look at my arm as I've been doing rehab exercises etc but the problem keeps recurring, and causesa lot of pai n. I was told this wasn't possible and I I had to chase an appointment by phoning up again. I have trouble making phonecalls due and as I hadn't managed to arrange someone to make a call on my behalf received a text message after 4 weeks to tell me I'd been discharged. My GP referred me again for a separate problem in my right foot I filled in the online questionnaire on 30th May, and received no response. Someone phoned on my behalf to chase up what was happening, and I was given an initial telephone appointment but not until October. So the chances of anyone looking at my foot are slim at best since the service is not accessible to people who can't chase things up by making phone calls. Physio is supposed to be a prompt service to prevent deterioration. This is anything but. The call handlers are very polite, but completely unhelpful.
Visited April 2023
Review titled Connect Health
Replied on 29 August 2023
Dear Karen I am so sorry to hear about your experience and clearly, we would not want anyone to have difficulty accessing our service. I am keen that we learn from your experience so would it be possible for you ask someone you trust to email me on lesleycrosby@connecthealth.co.uk and provide me with a telephone number on which I can ask my colleague who leads on patient experience to contact you. Whilst I cannot change your experience I am keen that we learn and improve going forward. Thank you again for taking the time to contact us and my apologies that your experience fell short of what we would wish anyone to receive. Regards Lesley Crosby Director of Governance and Quality
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Review titled I need a diagnoisis not endless and pointless questionaires
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
I sprained my ankle. There was swelling and the ankle looks a bit out of shape. My soft tissues are obviously injured. NHS did a X-ray but refused to give me an MRI. I was referred to Connect Health, an organization not in place to make a medical diagnosis. I was appalled at the long list of questions asking me to rate my pain level. It is against medical principles to look at the walking problem on a stand alone basis as weak ankles may cause back pains or other long-term consequences. I expect NHS to know this.
Visited March 2023
Review titled Connect Health
Replied on 27 March 2023
Good Morning, Thank you for providing your feedback. We apologize sincerely that the questionnaires have become overwhelming and do not feel this is getting to the root of the problem. If you have any further problems or wish to address this further, you are welcome to send an email to chat@connecthealth.co.uk with your details, and we will see if we can provide any further assistance for you. Many Thanks, Sam
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Review titled Not fit for purpose.
Rated 1 star out of 5
by Wendy Kelly - Posted on 10 March 2023
After two weeks of waiting for an appointment in great pain, I received one call where the phone rang once and then the call cut off. I called back immediately and was assured the physio would call again. They did not. Half an hour later I called again and was told that they had called several times with no response and I was now marked as not attending. Simply not true The next appointment available was in 13 days time. So by the time I would be seen it would have been a month since first contact. Have been forced to book a private physio appointment which I cannot afford. A complete and actually very distressing waste of time. I do not recommend.
Visited March 2023
Review titled Connect Health
Replied on 13 March 2023
Dear Wendy, Thank you for letting us know what has happened. We sincerely apologise for the confusion regarding your telephone appointment. If you would like, you are welcome to send an email to chat@connecthealth.co.uk with your details so we can investigate this further and help in any way. Many Thanks, Sam
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Review titled Utterly useless
Rated 1 star out of 5
by Anonymous - Posted on 08 May 2023
The level of anxiety and irritation this company causes is astounding. After an initial physio assessment at the GP, numerous texts, emails, repetitive useless phone calls, an appointment letter and a ‘did not attend’ warning letter arriving two days after the actual appointment, I was given more questions, 15 min questionnaire to fill in, hours wasted, long waits,……and an appointment that only resulted in advice to stretch but not if it hurt and a yellow stretch band arriving later with no note or sender details in an un-marked torn envelope. You are now asking me to refill in the 15 minute questionnaire so you can improve. It’s beyond a joke….
Visited March 2023
Review titled Connect Health
Replied on 10 May 2023
Good Morning, Thank you for getting in touch. We sincerely apologize that you have had to wait for proper treatment and been given advice that did not suit your needs. If you wish for us to investigate this further and see if we can provide any additional assistance, you're more than welcome to send an email with your details to chat@connecthealth.co.uk and we will forward to the team within your area. Many Thanks, Sam
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Review titled unprofessional , disjointed lengthy process
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
im going through the lengthy process of getting a physio appointment and im not impressed . i felt the call hander who made the initial call to me from the NHS GP referral was brash, only wanted to say her script . was abrupt when i asked where the appointment would be and didn't seem bothered she was unable to tell me . I was told i had a one hr slot to pick a phone call up but it would only ring twice and if it wasn't answered id be out of their system. i then had a text saying it would be a 2 hour slot. ive also had to do an online assessment , and at least 2 questionnaires from them asking really intrusive questions about my finances and sexual orientation. ive still got to take the call to see if they think i should get an actual appointment .this is not acceptable just to make an appointment to see a physio. The dealings ive had with them have not given the impression they are professional enough and to be frank, i don't trust this company to deal with my injury. i think i would get better help from youtube.
Visited March 2023
Review titled Connect Health
Replied on 20 March 2023
Good Morning, Thank you for providing us with your feedback. We are sorry that our process in getting you an appointment has not reached your standard and that you have had to wait a considerable amount of time for an appointment. We can look further into this if you would like, so we can see if we can book you an appointment sooner. Please feel free to send an email with your name, date of birth, NHS Number and address to chat@connecthealth.co.uk and we will forward this to the appropriate team. Many Thanks, Sam
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Review titled Waste of time
Rated 1 star out of 5
by David Burrow - Posted on 01 April 2023
I started suffering with nasty thigh pain in November 2022. After some months I was referred to Connect Health by my GP. I went for the appointment expecting at the very least a cursory examination and further appointments. Instead I sat in a little office talking to a young girl typing on a laptop. She eventually gave me a business card and told me it was valid for 6 months if I needed further treatment. It was then I realised I was wasting my time. The next day I received a text informing me I was discharged. What a joke, a total waste of time and NHS funds. Another company sucking money out of the NHS that could definitely be used elsewhere.
Visited March 2023
Review titled Connect Health
Replied on 12 April 2023
Dear David, Thank you for informing us about your appointment. We are deeply sorry that your appointment did not make any further progress and no follow-ups were made. If you would like, you are welcome to send a message with your name, date of birth, address and NHS Number to chat@connecthealth.co.uk with a brief summary of what had happened, and we will forward this to the appropriate team to see if they can investigate this further. Many Thanks, Sam
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Review titled Poor handling
Rated 1 star out of 5
by JunSi - Posted on 28 March 2023
By far the worst physiotherapy providers I have had the pleasure or should I say displeasure of using in my 50+ years. The personal touch, service and standard is non existent. No form of physiotherapy takes place, instead a sheet and email given to follow up with. To add insult to injury, just received mail that I have been discharged (no reason given), yet I am booked for an appointment 14 April 2023. How sad, considering the money being made from the government.
Visited March 2023
Review titled Connect Health
Replied on 04 April 2023
Dear JunSi, Thank you for taking the time to provide us your feedback. We apologise that you have not received the service to the standard you were after. Regarding the discharge notification, this may have been a technical error and you may still be with us on our service with the appointment on the 14th April. If you can, please feel free to send a message to chat@connecthealth.co.uk and we will look into this for you. Many Thanks, Sam