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 Good improvement
Rated 5 stars out of 5
by Lindsey - Posted on 12 January 2024
Things are not always what they seem. I was convinced I had an arthritic knee and hip. My mobility was becoming limited. I was given strength building exercises to improve my important muscle groups this was great as I could choose my favourites. However, the 6 week group classes were a game changer. My motivation level had increased completely and it gave me the confidence to know this is the way forward. I know that a continuous regime is important, so I will definitely be carrying on. I need to be more flexible as I get order. All the physiotherapists I had the pleasure to meet were extremely caring and professional.
Visited November 2023
Review titled Connect Health
Replied on 15 January 2024
Dear Lindsey It is so lovely for my colleagues to read comments such as yours as we all strive to make every interaction with our patients beneficial. I will ensure your kind comments are shared and I wish you well for the future. Kind regards Lesley Crosby Director of Governance and Quality
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Review titled Abysmal service
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2023
I was discharged by phone by physio on my way to second appt. First appointment I was told was the wrong kind of booking - I had no part in this other than a phone call requesting appt as told to do by a follow up call following injections. Another appt was made and I was given the time of 13.00 hours on the phone - I then received an sms 2 days prior to appointment advising that the time was 13.45 so I assumed it had changed or I had heard wrongly. I set off on the 40 min journey and received a call from the physio asking me why I was late. She informed me she couldn’t see me as she was fully booked. I informed her that pain was so bad gp had referred me to orthopaedics but there was a long wait and I was considering private. She said based on this she felt discharge would be the best thing. The whole procedure with them left me feeling I had totally wasted the last year of them trying to deal with something they are not equipped for. Just awful
Visited November 2023
Review titled Connect Health
Replied on 13 November 2023
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 service
Rated 5 stars out of 5
by John Nosocks - Posted on 17 November 2023
I have been referred to Connect Health MSK Wakefied several times. The treatment I have received has been excellent, the staff members appear very knowledgeable and helpful, with a great customer service attitude.
Visited November 2023
Review titled Connect Health
Replied on 20 November 2023
Dear Mr Nosocks Thank you for such lovely feedback and I will ensure it is shared with all of my colleagues in Wakefield. It is always a pleasure for staff to read comments like yours and I thank you for taking the time to feedback to us. I wish you well for the future. 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 30 November 2023
following hip replacement in August I received no input for 6 weeks, following which as I was frustrated and in pain, I received input from 5 different physios whose advice was conflicting and unhelpful as none of them knew my full history. I had hoped for a thorough consultation, a comprehensive plan and ongoing monitoring. what I received was a tokenistic and patyronising service.
Visited November 2023
Review titled Connect Health
Replied on 04 December 2023
Good afternoon 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 Babatunde Kolawole - Posted on 21 December 2023
My experience with the physiotherapist was exceptional, reflecting a commendable standard of Good Practice. The therapist demonstrated a profound understanding of my condition, employing evidence-based techniques with precision. Their communication was clear and empathetic, fostering a collaborative approach to my rehabilitation. The clinic maintained a clean and organized environment, showcasing professionalism and adherence to best practices. Overall, the physiotherapist's expertise coupled with the clinic's commitment to Good Practice ensured a positive and effective rehabilitation experience. Highly recommended.
Visited November 2023
Review titled Connect Health
Replied on 22 December 2023
Dear Babatunde Thank you for sharing such lovely comments it is always a joy for our staff to receive comments such as these. I will ensure they are shared with staff. I wish you well for the holiday season and for 2024. Kind regards Lesley Crosby Director of Governance and Quality
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2023
Staff are helpful, happy and professional. They go above and beyond to provide the best possible patient care in a respectful manner. Excellent service throughout.
Visited November 2023
Review titled Connect Health
Replied on 04 December 2023
Good morning Thank you for taking the time to share your comments and feedback. It is always a pleasure for colleagues to receive feedback such as yours and I will ensure that it is shared. I would like to take this opportunity to wish you well for the future. Kinds regards Lesley Crosby Director of Governance and Quality
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Review titled Hip hip hooray
Rated 5 stars out of 5
by Chris Fill - Posted on 24 November 2023
I have lateral hip pain and Connect Health have helped me enormously to reduce the discomfort, help me sleep better and improve the overall condition. I am still working through the exercises. The first appointment with the physiotherapist was prompt and I was diagnosed quickly. A series of exercises were prescribed and sent to me through an email link. This was a great feature as it enabled me to refer to the right way of doing the different exercises, whenever I need to check I was doing the exercises correctly. Subsequent appointments ensured the treatment/exercises were improved or toughened in order to strengthen the weak muscles. At all time the physiotherapist was polite, helpful, and considerate. She listened and advised without judgement or condescension. It was all very professional.
Visited November 2023
Review titled Connect Health
Replied on 27 November 2023
Dear Chris 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 staff. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled They don’t listen!
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2023
Needed to book physiotherapy after an MRI but the guy on the phone would not listen and said I need to book a telephone appointment first. Did a self referral and got a phone call back. Explained what investigations I had and that their consultant had told me I needed to book a physiotherapy appointment. Was again told that I needed a telephone appointment first. I went private. I would not advise anyone to use Connect Health. I have used many of the NHS departments during the last year and the service has been superb. How this lot ever got a contract is amazing.
Visited October 2023
Review titled Connect Health
Replied on 19 October 2023
Good morning I am sorry you were frustrated by our service this is not what we would want for any of the people who contact us. We do undertake a telephone assessment first as we need to assess patients to ensure they are filtered into the correct pathway and get seen by the correct person. I am sorry if this was not explained to you. I will ensure that these comments are fed through to the Head of our call centre so that we can learn from them. I hope that situation has now been remedied but if you do need anything further, please do not hesitate to contact us through our website or the contact telephone number. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Slow, private, impervious
Rated 1 star out of 5
by Eva London - Posted on 26 October 2023
I first called them 2 June 23. My first face to face assessment will be 2 Nov 23. So far it was a phone assessment and email with exercises. This is not a proper way to diagnose or treat a shoulder injury. They are making big profits and giving a poor service.
Visited October 2023
Review titled Connect Health
Replied on 27 October 2023
Hi Eva I am sorry you are unhappy with the level of treatment you have received. Each patient is assessed and according to that assessment they may be offered exercises and review before a decision is made to see someone face to face. This is line with what we are contracted to provided by the NHS. 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. It is difficult for me to comment on your specific case. 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 Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
At my appointment clinician advised he would make immediate referral for MRI, contact a consultant for advice, and get back to me within the week. He didn't. Finally managed to find a phone number and after a long wait, a very casual "administrator" told me the clinician hasn't spoken to any consultant but when he does the "administrators" may get back to me. These people are the gatekeepers to specialist services and they are a major obstacle to appropriate and timely patient care.
Visited October 2023
Review titled Connect Health
Replied on 13 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. Kind regards Lesley Crosby, Director of Governance and Quality