Fittleworth Medical Ltd
2 Henry Lock Way, Littlehampton, West Sussex, BN17 7FBPatient ratings and reviews
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Reviews
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Review titled Poor, unreliable service
Rated 1 star out of 5
by Karl Brown - Posted on 20 July 2023
I have been a patient with Fittleworth for 7 months, following bowel surgery to give me a stoma. The nursing care has been very good but the prescription and delivery service has been terrible. Other than the first delivery, which was arranged by the nurse, every prescription has been delayed. There seems to be a complete breakdown in communication between Fittleworth and my GP and I have to have the same conversation every month with them. Each time, this is solved by me having to request that Fittleworth call my GP directly to speak to them. Each month I give two weeks notice of my needs and within a few days of delivery, sometimes as late as 5pm the day before, I am told it will not be sent out. The company treat me like a customer, not a patient with acute health needs.
Visited July 2023
Review titled Fittleworth Medical Ltd
Replied on 21 July 2023
Hello Mr Brown, Thank you for taking the time to leave a review. We try very hard to get it right every time and it is disappointing that your experience did not match our goal of a quick, discreet and reliable service. I apologise that we haven't got this right for you. If you would like me to look into this further for you, please email me at caring@fittleworth.com for the attention of myself and I'll be happy to help. Kind regards, Laura - Complaints Resolution Team Leader
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Review titled That extra mile
Rated 4 stars out of 5
by Patricia Otter - Posted on 10 July 2023
I have happily been a Fittleworth customer for 3 years. Last week, whilst on a United Kingdom holiday, I found I had packed the wrong type of stoma pouch. I had no spares. I phoned Fittleworths in a panic. The lady was kind and sympathetic. She arranged a box of pouches to be delivered to my holiday address the very next day. A disaster was averted, and I am very grateful.
Visited July 2023
Review titled Fittleworth Medical Ltd
Replied on 11 July 2023
Dear Mrs Otter, Thank you so much for taking the time to leave a review for us, and I am so pleased it was a great experience. I hope you had a lovely holiday. Kind regards, Laura - Complaints Resolution Team Leader
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Review titled Got worse
Rated 1 star out of 5
by Kath - Posted on 25 June 2023
I have used fittleworths for nearly 4 yrs and they used to be really good.However lately they seem to be struggling.wrong orders,missing items ( they blame my gp),2 weeks to deliver,hardly any dry wipes(they blame nhs guidelines)no answer from the assigned stoma nurse. They really need to get their act together.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 26 June 2023
Hello, Thank you for taking the time to leave a review. I am extremely sorry for the issues with your orders. I would like to look into this further to investigate and do anything I can do to help improve your monthly orders moving forward. Please provide me with your full name and address, so I can look into this further for you, please email this to caring@fittleworth.com for the attention of myself. Kind Regards Hannah, Training Specialist
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Review titled Getting worse
Rated 1 star out of 5
by Joy Stubbings - Posted on 19 June 2023
I have been ordering monthly for my husband supplies from fittleworth for the past 10 years and I’m sorry to say just lately they are rapidly getting worse there is something missing from his order just about every month and when I phone them up about it they blame the GP surgery not sending the prescription but when I phone our GP it has been sent to them. I am currently looking for another supplier for him.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 21 June 2023
Hello, Thank you for taking the time to contact us. I am sorry to hear of the level of service you have received, this is very disappointing and that you are looking to use another supplier as a result of this. So that we can look into this further for you, please can you email caring@fittleworth.com including your husband's date of birth and address in the email. Please accept my sincere apologies for the inconvenience this has caused you and I hope we can improve this moving forward. Kind Regards Hannah, Training Specialist
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
Have used fittleworths for nearly 4 yrs and was qute happy until recently.they have cut down on dry wipes saying its nhs policy but said I could purchase them.they nearly always have products out if stock.And this month have lost the prescription sent electronically from my gp and blame the gp.added to the time it can take for delivery.(up to 2 weeks)I am thinking of changing to a more reliable supplier.I really dont know what has happened to them but they need to improve
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 28 June 2023
Hello, thank you for taking the time to contact us. I am sorry to hear of the level of service that you have received and would like the opportunity to look into this further for you. Please email caring@fittleworth.com and address to Laura Rose, with your full name and date of birth. I am so sorry for the inconvenience caused, and I hope I can improve the service with ourselves moving forward for you. With kind regards, Laura, Complaints Resolution Team Leader
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Review titled Fantastic Customer Service
Rated 5 stars out of 5
by Ally Mason - Posted on 01 July 2023
I have found the customer service provided by Fittleworth exceptional. The staff really go out of their way to make sure that your order is supplied efficiently and on time and they are truly great at sorting out any problems or issues you have, even when not their fault. Certainly lowers the stress around this sensitive area.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 03 July 2023
Hello, Thank you so much for taking the time to leave a review, and I am so pleased to hear of the great service provided. Kind regards, Laura Complaint Resolution Team Leader
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Review titled Outstanding service
Rated 5 stars out of 5
by Anonymous - Posted on 24 June 2023
I'd like to thank you for recent outstanding service in getting an urgent delivery to me in less than 24 hours
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 26 June 2023
Hello, Thank you so much for taking the time to leave a review. I am glad to hear of the great service you were provided. Many Thanks Hannah, Training Specialist
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Review titled Littleworth- Careless and thoughtless
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
I have been using this company for the last five years and I still don’t have a contact name for someone who knows about me. I only use them because I have no choice. I would like to think the NHS have a choice though, so why would they continue to use such a shambolic company that is costing them financially? I won’t list them all, that would be tedious. Wrong supplies sent frequently, stoma bags cut with someone else’s template, stoma bags sent with the template upside down, someone else’s order entirely, incorrect emergency supplies sent. Years after I changed my prescription, it took Fittleworth a year to update the generic prescription reminder email with the the new prescription. I had to take four full boxes of incorrect prescription items to my local hospital so they could recycle them. The inconvenience of opening an incorrect order, the frustration! What makes it worse is that no one cares. Where is the apology? Why do this company still have a contract to supply the NHS?
Visited May 2023
Review titled Fittleworth Medical Ltd
Replied on 05 June 2023
Hello, Thank you for taking the time to leave a review. I am sorry you have had ongoing issues resulting in contacting us. I would really like to be able to look into this further for you and investigate what has been happening and do anything I can do to help improve your monthly orders and to ensure they're faultless moving forward. I really do apologise you feel we do not care here at Fittleworth, I re-assure you that we do and I would like the opportunity to turn this around and provide the service we strive to deliver. Please provide me with your details so I can look into this further for you, please email caring@fittleworth.com for the attention of myself. Kind Regards Kjersti, Training Assistant
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Review titled An absolute shower.
Rated 1 star out of 5
by Smith B - Posted on 08 December 2023
The most shambolic service I’ve ever received from a company I’ve had to deal with. Been with them since May 2023 and without question every single order had been a nightmare of some kind. Products not sent, orders delayed, blaming my GP, and refusing to send products out because they are new and I haven’t ordered them before. And the most patronising attitude when you do actually make a complaint trotting out all the usual platitudes like ‘striving to provide a first close device’ which is so wide of the mark it is laughable except it’s not funny when every single order turns into a nightmare and is so much hassle to resolve, all the while your stocks are running low. Coupled with staff who don’t know what they are talking about with the story changing depending on who you talk to. Absolutely no customer support at all. As an organisation they are incompetent and not fit for purpose. Thank god I’ve just alternative arrangements and I won’t have to deal with them anymore.
Visited May 2023
Review titled Fittleworth Medical Ltd
Replied on 11 December 2023
Good morning, Thank you for your feedback. I really am sorry for the service you have received so far and would like the opportunity to look into this for you to see where we have gone wrong and how we can do better. Please email caring@fittleworth.com with you full name, DOB and postcode FAO Laura and I will come back to you. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Awful Service
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
have used them for many years. They used to be fantastic but it has gone downhill over past couple of years. Almost every order is wrong. They apologise and promise to get it sorted but next order is once again a mess. I am now looking for another supplier
Visited March 2023
Review titled Fittleworth Medical Ltd
Replied on 21 March 2023
Hello, Thank you for taking the time to contact us. I am sorry that your orders have been incorrect and that the level of service you receive has declined recently. It is disappointing to hear you are looking to use another supplier as a result of this. So that we can look into this further for you, please can you email caring@fittleworth.com including your date of birth and address in the email. Please accept my sincere apologies for any inconvenience this has caused you and I hope we can come to a suitable resolution to this. Kind Regards Hannah, Training Specialist