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 Demoralising waste of time
Rated 1 star out of 5
by Catherine Mccormick - Posted on 16 May 2024
Back pain and intermittent numbness both legs, loss of bladder control saw physio via video during covid. I was given very basic exercises that did nothing. Told I would receive follow-up for non-specific back pain. No appt received. Re-referred 1 year later for same issues, had telephone appt given exercises again that I could not do. Waited for follow-up, eventually I get message asking if I still need appt? Finally saw lady physio 2 days ago who insisted I had been seen physically before because she had the notes. She asked what my expectations were and I said I wanted to know if it was ok to do exercise without risking damage and was there any imaging needed? She said we dont do that unless its something that can be fixed by surgery? So I said then you can discharge me if you are not able to do anything else. The physio did not understand what I said, she was busy talking down to me after I had explained I was already very depressed that day. Then I get letter saying I am discharged because I refused examination because they would not mri! This whole situation is purely wasting your time, patronising you, making you feel like you are imposing on them. Whole team could do with training on how to communicate with people who are worried, have legitimate distrust of service, have been abandoned on a waiting list for years and then get offered nothing. My GP told me she cannot refer me for any imaging unless these people say so! When did some physio become responsible for my health when they know nothing about my med hist? Dreadful, should not have contract renewed. Fleecing NHS for money for a good run around before discharging you anyway.
Visited May 2024
Review titled Connect Health
Replied on 20 May 2024
Dear Catherine 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. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Excellent Support
Rated 5 stars out of 5
by Paula Curry - Posted on 29 May 2024
I was supported so well by this service, communication was clear and timely. The support received has made a difference to my ongoing health requirements, and for that I am extremely grateful
Visited May 2024
Review titled Connect Health
Replied on 30 May 2024
Dear Paula Thank you for taking the time to share such positive feedback and that the care you have received has made such a difference to you. I wish you well for the future and I will ensure your feedback is shared with all colleagues. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Great Practice
Rated 5 stars out of 5
by Effi - Posted on 03 June 2024
The exercises were of great help for my shoulders. The pain has really reduced and I now sleep much better.
Visited May 2024
Review titled Connect Health
Replied on 12 June 2024
Dear Effi 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 Awful service and practice
Rated 1 star out of 5
by Antonella Barletta - Posted on 21 May 2024
Most horrible service as most of the NHS services. Both clinicians and customer service are a waist of time not well trained you need to call them several times and will never be able to solve a problem for you. Important emails go all to junk so you end up missing appointments and no one tells you that. Unimportant emails are received normally. Most unprofessional and lazy physiotherapists I have ever seen in my life. Basically this service is a waste of tax payers money. After missing my appointment today and calling them 5 times to ask for a call back this was not addressed despite this was their fault and I was only offered to keep the new rescheduled appoint, which is in more than a week time away from now. I had an accident and I wanted an in person appointment, which you can forget about because the earliest is on 24th of June. So a Waiting list of over a month which for the physiotherapist who booked it Was very early compared to other clinics in the UK. Basically, this service is a joke.
Visited May 2024
Review titled Connect Health
Replied on 22 May 2024
Dear Antonella 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. Please note we have no control over emails or messages going into your junk folder that is something which is controlled on your mobile phone/email settings. Regards Lesley Crosby Director of Governance and Quality
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Review titled Absolute Eye-Opener
Rated 5 stars out of 5
by Anonymous - Posted on 02 May 2024
I’ve suffered from persistent low back pain for over 30 years which has become increasingly troublesome as I age. After the last flare up, which had me really depressed, I inadvertently managed to get an appointment with an NHS Physiotherapist who did a thorough head to toe examination of my joints and reflexes. She suggested a referral to the Pain Management team as an alternative to invasive treatment such as injections and surgery which in her medical opinion she didn’t feel I needed. After a brief explanation of the mechanics and psychology of pain, I was on board. Within a couple of weeks I’d been contacted by a Pain Management representative who further assessed me and sent literature for the six-week program. Just reading the literature was a revelation! From there I was booked onto the program which consists of weekly three-hour online group sessions led by a Clinical Specialist Pain Practitioner. While these are group sessions, there’s no pressure to be on camera or talk; you can communicate via the typed Chat if you want to say something. I’m now three weeks into the program and I’m already seeing a huge shift in how I view and manage my pain. Our sessions are led by Pain Practitioner Chris, a very committed, entertaining, down-to-earth guy from the North East. He explains everything in simple and often amusing layman’s terms. I’ve found most of what he has said to be very relatable to my own personal experience - it isn’t all just abstract theoretical medical-speak. I’m absolutely convinced that if I’d been put on this program when I first injured my back in my 20’s, I wouldn’t have spent the last 30 years thinking I had a dodgy back and was therefore mobility-restricted. Go in with an open mind, embrace the evidence and just allow yourself to be educated about how the body and mind works. In just three weeks I’ve gone from being afraid to bend down to put my socks on to doing deadlifts at the gym!
Visited May 2024
Review titled Connect Health
Replied on 09 May 2024
Good morning 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 Connect are a waste of NHS resources
Rated 1 star out of 5
by KAT - Posted on 27 April 2024
GP referred me via Connect for an acute Achilles tendon problem. No answer for months then a surly consultation with someone unqualified on the telephone before finally being sent to a gym a long way from my home. Meanwhile I referred myself directly to the hospital and was fortunate to be permitted to bypass the awful Connect and be seen by a consultant, x-rayed, scanned and seen by a proper physiotherapist at the hospital. Now I have unconnected spinal problems I have been told that I have to go via Connect again. This time, after a long delay, I was called by the Connect call centre. They propose to diagnose me by telephone without that person having any details save a questionnaire that I fill in myself and the telephone "consultation" will not be carried out by a doctor. Presumably I will sent to the Connect-owned gym again rather than the hospital. No one at UCLH thinks much of Connect. Connect seems to be making a profit by keeping patients away from doctors while charging the NHS for repeated telephone consultations with their own lesser-qualified staff.
Visited April 2024
Review titled Connect Health
Replied on 30 April 2024
Dear Kat 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 Great practice
Rated 5 stars out of 5
by Susanna Parnham - Posted on 16 April 2024
I was offered 3 shock wave therapy treatments by Connect Health for my right hip bursitis. The treatments were a little painful but has helped a lot as my bursitis pain in my hip is a lot more manageable. I have been given follow on physio exercises to continue strengthening the area.
Visited April 2024
Review titled Connect Health
Replied on 18 April 2024
Dear Susanna Thank you for taking the time to feedback such lovely comments. I will ensure they are passed onto my colleagues. I wish you well for the future. Regards Lesley Crosby Director of Governance and Quality
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Review titled What is the point of Connect-Health?
Rated 1 star out of 5
by Anonymous - Posted on 27 May 2024
I visited a doctor early December 2023 with pain in my left shoulder. Was prescribed painkillers and referred to first contact physio, who recommended exercises and sent me for x-ray of shoulder in early January which confirmed severe osteoarthritis. Exercises made shoulder pain worse and painkillers had unacceptable side effects. Physio forwarded a report to Connect-Health. Osteoarthritis then spread to right shoulder (confirmed by x-ray in early March) but am unsure when/if Connect-Health were made aware of this. Due to poor communication from Connect-Health (letters not received by me although appearing on patient record with my name and address) and a mislaid letter from the gp surgery, I did not contact them until April. Was given an assessment appointment with physio from Connect-Health and was approved for further treatment. Rang Connect-Health after seeing this information on my patient record but told no appointment had been made and to wait for phone call. Was told this would be yet another consultation but this time over the phone. How I can be examined over the phone I find hard to comprehend. I fail to see what all these interventions by Connect-Health are achieving (apart from reducing NHS waiting lists by blocking entry) as the evidence in the form of x-rays and the initial findings of the physio in December should be sufficient for me to see an osteopath. It will be 6 months next week since my first gp appointment and I have had no relief from my symptoms from the NHS so would be prepared to pay to get treatment (ie.a choice of injections), but before I do this I need to get the name of a specialist in shoulder Osteoarthritis in my area but have no idea where to obtain this information. Connect-Health have said that, for this condition, I am in their care and not to contact my gp surgery. The condition is now so disabling that arm movement frequently causes tremors and pain. I live alone so have to cope, but life as I knew it has ended, as the only time I am pain free is when sitting still. Help from my wonderful neighbour has been invaluable but unfortunately this friend is now also afflicted by osteoarthritis in the shoulder.
Visited April 2024
Review titled Connect Health
Replied on 28 May 2024
Good morning 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 Excellent considerate care
Rated 5 stars out of 5
by Suzanne Travers - Posted on 13 June 2024
Very empathetic, knowledgable and caring team. At every stage of the course I felt validated and even though I didn’t contribute verbally or visually I felt comfortable in having that choice. When a query arose I was referred to another practitioner for support.
Visited April 2024
Review titled Connect Health
Replied on 17 June 2024
Dear Suzanne Thank you for taking the time to share such positive feedback and I will ensure your feedback is shared with all colleagues. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Good results!!
Rated 5 stars out of 5
by Christine dallamore - Posted on 29 April 2024
I was very impressed with the service I received at this Health Centre. Very prompt and good results !
Visited April 2024
Review titled Connect Health
Replied on 30 April 2024
Dear Christine 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