11 Shelley Road - Ratings and reviews
Reviews
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Review titled Discourteous telephone communication
Rated 3 stars out of 5
by Lynne - Posted on 30 October 2023
On calling to check the time of my mothers appt today, (who is in her 90's, registered partially sighted and deaf) the person who answered the telephone 30.10.23 at 9.30am couldnt find my appointment and advised me we were not booked in? I asked them to check again as we were called and given this appointment a few weeks back because of my mothers disability, but was told in a blunt, completely monotone & uncaring manner that there was no appt. I asked to speak with someone else a few times and was told bluntly there was nothing they could do. On checking again he found the appointment, said its for 12 noon today! There was no apology for the confusion, no care or empathy in their voice, and a complete lack of customer service! Had I not pushed this, my mother would have missed her appointment and would have had to live in a silent and dark world much longer. 8-12 weeks more! I am really unhappy about this persons manner.
Visited October 2023
Review titled 11 Shelley Road
Replied on 30 October 2023
Hi Lynne, Firstly, thank you so much for taking the time to give us this feedback. I am very sorry to hear your experience today and please be assured that I shall ensure that this is passed back to the Service Manager today to take up with staff. Many thanks Mel Calderwood Patient Experience Lead
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Review titled So Caring and Professional
Rated 5 stars out of 5
by Jo Stanton-Brown - Posted on 06 September 2023
My very deaf and independent 89 year old father came to visit me for a few days from Shropshire with 3 broken old hearing aids. His new ones he'd lost. The extremely caring professionals and volunteer helped to fix dad up with operational hearing aids which will mean we can communicate. We are both very grateful! Thank you
Visited September 2023
Review titled 11 Shelley Road
Replied on 07 September 2023
Dear Jo Stanton-Brown, Thank you very much for taking the time to tell us about you, and your father's recent experience at Shelley Road. I will pass your appreciation and kind comments on to the team. Thank you again. Kind regards, Dorset Healthcare Patient Experience Team
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Review titled Brilliant team of audiologists!
Rated 5 stars out of 5
by Anonymous - Posted on 28 April 2023
I've just got back from an "emergency" appointment after thinking I lost a bit of hearing aid in my ear. Every time I've visited the team in Boscombe they've been absolutely brilliant. They always take enough time to make sure I understand everything that has been said and go above and beyond to deliver amazing service and healthcare. My hearing aids have been life changing and the team that provide and maintain them can't be praised enough!
Visited April 2023
Review titled 11 Shelley Road
Replied on 02 May 2023
Dear Anonymous Thank you so much for taking the time to share such great feedback with us. I am really glad to hear that your experience with Audiology Team was a positive one. I have passed your comments on to the Service Manager and asked that they share your feedback with all involved; they will be very pleased to hear such lovely feedback. Many thanks Dorset Healthcare Patient Experience Team
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Review titled Helpful but could improve in areas
Rated 4 stars out of 5
by Anonymous - Posted on 17 February 2023
I attended a hearing check recently, I was surprised that the staff wear the blue face masks when working in a place for people with hearing difficulties, I assume a lot of people would rely on lip reading. It could be very helpful to have clear visor masks instead. As I had to ask staff to repeat themselves several times which is not only frustrating for me but must be frustrating for them also. This could be rectified easily. The staff were professional and helpful but the technology used failed them at times. This is obviously not their fault.
Visited February 2023
Review titled 11 Shelley Road
Replied on 22 February 2023
Dear Anonymous, Thank you for your feedback. Clear visors alone do not provide the necessary infection prevention and control protection and also cause headaches for some staff members. Some staff choose to wear them as they prefer them and this is ok if the patient is wearing a face mask, given the close proximity that the clinician has to have with the patient. Face masks that have a clear window for the mouth that meet IPC guidelines are available to staff but are limited so they have not been widely used. We fully appreciate the frustration that not being able to lip read causes but we do have measures in place to work alternatively if communication becomes a problem. In view of your comments we will revisit signage in the department to advise patients of options available to them. Many thanks and with my best regards, Amanda Theobald Operations Manager Audiology
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Review titled Excellent service
Rated 5 stars out of 5
by J. Ibbetson - Posted on 27 February 2023
Having attempted a tubing replacement on an aid, without success, I telephoned Shelley Road at around 11.00 am. After a short wait I was able to explain the situation and then invited to visit Shelley Rd at 3.15 pm, the same day. Within 25 mins. the refurbished aid was returned to me where I waited in the car park!
Visited February 2023
Review titled 11 Shelley Road
Replied on 28 February 2023
Dear J. Ibbetson, Thank you very much for taking the time to tell us about your recent experience at Shelley Road. Your feedback has been passed on to the team. Your kind comments are very much appreciated. Kind regards, The Patient Experience Team
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Review titled Great practice
Rated 5 stars out of 5
by Brenda Bullen - Posted on 08 February 2023
I was supposed to have a phone call on 3rd Feb at 11am But it never came. Can you help.everything is working ok but I have a problem with my right hearing aid after a hour or so my ear get sore.
Visited May 2022
Review titled 11 Shelley Road
Replied on 28 February 2023
Dear Brenda, I have got in contact with a member of the admin staff at Shelley Road regarding your comment. They informed me that they did try and contact you twice on the 3rd of February but there was no answer. In any case, I have requested that they contact you again as soon as they are able to. The staff member assured me they will be calling you back very soon, possibly even today. Thank you very much for your feedback. Kind regards, The Patient Experience Team
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Review titled Efficient service.
Rated 5 stars out of 5
by William Carlson - Posted on 26 April 2022
My hearing aid broke on Saturday 23rd April. I rang Audiology, Shelley Road at 08.40 on Monday 25th and explained the position. Due to a cancellation, I was offered an appointment at 09.30. By 10.00 my hearing aid was repaired and handed back to me, and further measuring organised. This is very good considerate service. Thank you.
Visited April 2022
Review titled 11 Shelley Road
Replied on 29 April 2022
Dear Mr Carlson, Thank you for taking the time to submit your kind complimentary comments for the Audiology Team at Shelley Road. It is always appreciated. I will pass your feedback on to the Managers of the team and ask them to share this with them. They will be delighted. Once again thank you. Kind Regards. Patient Experience Team