CHEC Westbourne - Ratings and reviews
Reviews
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Review titled Excellent service but.....
Rated 4 stars out of 5
by Erica Gilchrist - Posted on 10 April 2024
I had an appointment at 4.20 on 9th April. Arrived at 4.15. Girls at practice were so over stretched as new appointment system had been implemented by head office allowing 10 minutes per patient! Ridiculous as each consultation requires at least 15 to 20 mins. They were running behind by nearly 45 minutes. The girls were excellent, professional, caring and good at their jobs but exhausted by the relentless expectation of trying to meet the 10 minutes. To their credit they didn't rush anything and provided excellent service. They deserve better as do their patients. " Head office" need to come and see how stupid their new 10 minute consultation time is. Please ensure that this system is reviewed immediately.
Visited April 2024
CHEC Westbourne has not yet replied.
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Review titled Lost confidence in practice
Rated 2 stars out of 5
by Anonymous - Posted on 17 April 2024
I had an appointment at the practice yesterday. The clinician on duty went on lunchbreak and handed over to another, I heard him say to her that I was a new patient [odd as this was my 3rd visit]. The technician who dealt with me although very nice was clearly confused when I asked who had made the 'new referral' as she then asked why I had chosen the Westbourne practice after visiting the Slough practice [I have never been to Slough] after further questions it was clear that my records had been mixed up. I then had a field test, I'd been told over the phone that it would be a full assessment and to have someone else with me as I wouldn't be able to drive afterwards [someone had taken time off work to drive me there and back]. When I asked why only a field test I was told that it was because I don't have a diagnosed eye condition but in the same sentence that my glaucoma was stable? I could see that the poor technician was embarrassed as she could only work with the information that she was given. Unfortunately this wasn't my first loss of confidence as during my second visit to the clinic, the clinician did not ask me any questions, did not give me a chance to ask any questions and I left none the wiser and feeling very dismissed. When trying to book my first/initial appointment, despite numerous and repeated text messages from CHEC asking me to make the appointment I was told repeatedly over a12 month period that my records had not been downloaded and therefore I couldn't make an appointment as I wasn't on the system? Eventually a lovely lady decided that the best way forward would be to start from the beginning as my records had likely gone astray. I understand that dealing with patients is not easy and that mistakes and delays happen, but repeated errors and very poor administration does not instill confidence in a practice or organisation who are supposed to be monitoring an eye condition.
Visited April 2024
CHEC Westbourne has not yet replied.
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Review titled Poor value for n.h.s.
Rated 2 stars out of 5
by Anonymous - Posted on 28 February 2024
Before eye care was outsourced to Chec I would visit my local optician once a year. My eyes were examined and tests done. Results were forwarded to the Eye Hospital under the “shared care scheme”and I was sent a letter when they had been checked there. In the last year I have gone to Chec 5 times. I have seen 3 different doctors who have all confirmed that all is as it should be. The machine that is used for field tests has broken down twice - but I was not told before I got to the clinic and I am still waiting for that test (another 40 minute drive each way) It must be costing more to draft in a doctor just to do a pressure test than to pay an optometrist once a year. The doctors and the staff I have met have all been lovely - it’s the system that is wrong. I have a friend who is a diabetic who has now decided to ignore the texts she gets from Chec because she feels overwhelmed.
Visited February 2024
CHEC Westbourne has not yet replied.
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Review titled Professional appointment
Rated 5 stars out of 5
by Andrew - Posted on 03 February 2024
I arrived 10 minutes early for my appointment and was seen straightaway by a very pleasant Optical assistant.She went through the report from Specsavers and then took photos of my eyes for the specialist.All my questions were answered and we agreed on a telephone appointment with the specialist as opposed to a visit to the clinic.Some two hours later I received a telephone call to book the appointment in a couple of days time.Very impressed with the service - thank you.
Visited February 2024
Review titled CHEC Westbourne
Replied on 07 March 2024
Dear Andrew, Thank you for your positive review. We are pleased that you are happy with the service you received from CHEC. We always want a patient journey to run smoothly for them. Best wishes CHEC
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Review titled Very good
Rated 5 stars out of 5
by Anonymous - Posted on 03 October 2023
I am happy with the services provided by CHEC so far . I would recommend it on, except that is quite far from where I live. On all my previous appointments i have been seen instantly as soon as I have arrived. Very friendly staff. When calling to book the appointment I was answered in a couple of minutes, didn't have to wait to long. The only thing is that I have initially pressed option 2 for appointment queries and that disconnected the call, then I called again and pressed option 4 that connected me straight away.
Visited September 2023
Review titled CHEC Westbourne
Replied on 11 October 2023
Hello, Thank you for your positive review. We are pleased that you are happy with the service you received from CHEC. We hope all went well at your appointment. Best wishes CHEC
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Review titled Lack of contact details
Rated 3 stars out of 5
by Anonymous - Posted on 03 August 2023
I recently had an eye test at the Westbourne clinic. two days ago I received two messages asking me to go again! I have tried all the various contact numbers, but have been unable to speak to a "real" person to confirm wether this is a mistake or, as I have told by phone, an error/problem with the booking service!!
Visited August 2023
Review titled CHEC Westbourne
Replied on 14 August 2023
Thank you for your review. We are sorry to hear of the issues you have faced upon contact with CHEC. We wish to assure you that we expect high standard care to be provided for all our patients along with ease of access, we value all feedback, and our patients are our utmost priority. We are continually developing the avenues of communication available to our patients and are most sorry to hear you found the process challenging. We always wish for our processes to remain clear and ensure our service is accessible to all. We are keen to ensure you have now received the required appointments. If you have not yet been able to contact us please email your name, date of birth and address to chec.quality@communityeyecare.org.uk or call on 0344 264 4160.
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Review titled Unsatisfactory communication and facilities
Rated 1 star out of 5
by Pauline Tozer - Posted on 01 August 2023
Initially I had an appolntment for 22nd May which was cancelled by phone and a new appointment given for 22nd July. This was not confirmed until day before by text. In meantime, I received a letter giving me an appointment for 24th August. Confused, I tried to phone the given number several times without success. The number has been changed but the letters were still being sent out with the old number. The only way I found out that the number had been changed was because the doctor on 22nd July gave it to me and not a Chec employee. Incidentally I rang the old number today just to check and it still gives the same message that no one is available and does not inform one of the new number. I find that there are many reviews left from all over the country echoing my experiences which indicates a generally inefficient administration. These problems should not be difficult to address. I also found the facilities at Westbourne lacking. Due to inadequate waiting space patients are asked to not enter until 15 minutes before their appointment - quite unreasonable for elderly people arriving by bus. There is no available toilet. One is directed to use the toilets in Starbucks! Are Starbucks aware of this. This involves crossing the road and as there is a never ending stream of traffic this entails walking down to the crossing and then on to Starbucks and back again, approximately 200 yards. As some of your patients will have mobility problems this could be difficult if not indeed impossible.
Visited July 2023
Review titled CHEC Westbourne
Replied on 03 August 2023
Dear Pauline Tozer, Thank you for your review. We are sorry to hear of your dissatisfaction following contact with CHEC. We wish to assure you that we expect high standard care to be provided to all our patients, we value all feedback, and our patients are our utmost priority. We strive to ensure patients remain well informed about their care and that expectations are clear and always try to limit cancellations whenever possible, but there may be times when this is unavoidable due to staff sickness and other unexpected factors, we will in these instances notify patients at the earliest possibility. We are sorry if this was not reflective and for any inconvenience caused. We wish to assure you we are continually developing the avenues of communication available to our patients and are most sorry to hear you found the process challenging. We always wish for our processes to remain clear and ensure our service is accessible to all. Should you require current contact details, these can always be found on our website. Regarding the facilities, we are disappointed to hear that you found these lacking. Whilst Westbourne is one of our smaller sites, we always aim to utilise the space to ensure patients remain comfortable on attendance. We will certainly take your feedback on board. Should you wish to discuss any concerns further do not hesitate to call us on 0344 264 4160, or email chec.quality@communityeyecare.org.uk.
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Review titled Happy with the service
Rated 5 stars out of 5
by Sandra Lloyd - Posted on 02 June 2023
I was originally unable to call CHEC as the CHEC telephone number had changed recently. I looked it up on google to get the number, so it wasn't too much of any issue for me. I had my appointment details text over to me which was good. At the clinic I found no issues and no problems, the appointments run on time and was very happy with that. I think good communication is important and the Dr's don't alarm people, as some may worry. I would recommend CHEC.
Visited June 2023
Review titled CHEC Westbourne
Replied on 08 June 2023
Dear Sandra, Thank you for your positive review. We are pleased that you are happy with the service you received from CHEC. Our colleagues strive to ensure patients are comfortable and well-informed during their appointments. Best wishes CHEC
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Review titled Polite Staff
Rated 3 stars out of 5
by Jennifer Porter - Posted on 28 June 2023
When I went for my appointment with CHEC, everything went well and it was on time, the staff were polite and every thing was fine. I had a query when I saw the technician and she was unable to answer my question as she was not a clinician, but this has since been resolved.
Visited June 2023
Review titled CHEC Westbourne
Replied on 04 July 2023
Dear Jennifer Thank you for your review. At CHEC, we expect high standard care to be provided for all our patients, we value all feedback, and our patients are our utmost priority. Our colleagues strive to be professional, caring, and efficient, ensuring a patient is well-informed throughout their treatment. Where patient queries are raised, we are keen to ensure these are answered promptly even if additional input in doing so is required. We are pleased to hear your query has since been resolved and your appointment went well. We look forward to welcoming you at future appointments. Should you wish to discuss this further please do not hesitate to contact us at chec.quality@communityeyecare.org.uk or call on 0334 264 4160.
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Review titled No Contact phone numbers
Rated 3 stars out of 5
by Anonymous - Posted on 18 May 2023
I was waiting for a prescription to be sent to my gp surgery but had not arrived after two weeks. Was told to check local pharmacy not there either. Attempted to contact chec in Westbourne direct but no phone numbers available. Tried 0330 100 4730 all I got there was an automated answer saying 'no one available' Very poor service!!!!!
Visited May 2023
Review titled CHEC Westbourne
Replied on 19 May 2023
Thank you for your review. We are sorry to hear of the issues you have faced upon contact with CHEC. We wish to assure you that we expect high standard care to be provided for all our patients along with ease of access, we value all feedback, and our patients are our utmost priority. Recent unforeseen circumstances have unfortunately resulted in us having to change our telephone number. We apologise for any inconvenience caused and wish to assure you our telephone lines are back up and running. Should you require current contact details, these can always be found on our website. Should you wish to discuss any concerns further please email us at customerservices@communityeyecare.org.uk or call on 0344 264 4160.