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 Endless forms to fill in - no treatment
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
The NHS pays Connect Health to carry out care for patients like me with chronic pain. But they fail to meet their obligations on an industrial scale. My story is like so many of the reviews on here. You fill out long forms, nothing happens, you chase for updates, nothing happens, you leave reviews like this, nothin g happens. And Connect Health continue to be paid by the NHS. I have had chronic pain for a month an
Visited August 2023
Review titled Connect Health
Replied on 27 September 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. Sadly, I cannot comment about patient specific details nor around the contact you had from us 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 to date. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Excellent strategies for chronic pain
Rated 5 stars out of 5
by Anonymous - Posted on 12 September 2023
I had a few sessions with a psychologist on a one to one basis and she was extremely helpful and showed me strategies to use when I am in pain. I also completed a 7 week course with the same psychologist within a group on how to manage your chronic pain, this was great as everyone was in the same boat and we could voice our opinions and share ideas on how to cope with chronic pain. The psychologist was excellent as she was sympathetic, empathetic and very knowledgeable, so thank you Connect Health !!!!!
Visited August 2023
Review titled Connect Health
Replied on 27 September 2023
Firstly, my apologies for not responding to your comments before now. 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 Rude
Rated 1 star out of 5
by Anonymous - Posted on 11 August 2023
I had to ring connect health for a self referral. You hear a recorded message on how you must be polite and rudeness isn't tolated. It's a shame they do not play that message to the staff as I was faced with rudeness beyond belief. The lady I spoke to clearly needs retaining as her manner was bordering on abusive. Don't bother ringing if you don't want to be upset.
Visited August 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience and fully appreciate how frustrating this must have been for you. This is not the level of service we expect from our staff. I will ensure your comments are fed through to the relevant Head of service so she can share them with all the staff in this department. Once again, I apologise and I can assure you that it is through comments such as this that we can improve the service we offer to other patients. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Who are they and why on earth have they contacted me?
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
I have no idea if this organisation is the one (NHSConnect dot org) that texted me to say my GP Surgery has prioritised me for a local NHS improvement programme. There is no way to respond to the incessant texting. Names for NHS services seem to be duplicated; I have no idea who is contacting me or why, because I asked my GP surgery if I should get involved in the service they keep texting me about and they said a) they never referred me to it and b) it is *not* appropriate for me given my comorbidities. To try to stop their constant yammering I logged in to see if I could stop them contacting me, or to give them my thoughts on why their service is totally inappropriate. A qualitative approach might have been reassuring - the thought that someone might read my response might have made me feel better about them. However all I found was a list of childlike, robotic, and quantitative questions that couldn't possibly scratch the surface of complex health needs. I can only assume that whatever they want to offer, or test, or use me for, is the brainchild of people who have no understanding whatsoever of health or of patient care, and who expect patients to fall into their narrow understanding of medical conditions. Yet again, the NHS show they have more money than sense and that their staff have no real research capability, and are burning money uselessly. Who has oversight on this? Why are they playing around wasting patient's time? Do they think we have nothing better to do with our lives than help them learn how to be researchers?
Visited July 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. Sadly, I cannot comment about patient specific details nor around the contact you had from us 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 to date. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Poor and administratively burdensome
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
I have spent more time talking to telephone operators trying to get a 30minute face to face. Huge waste of my time and energy. I really don't think the NHS should be engaging with this type of person management company rather than someone who has expertise in physio and orthotics and can actually make an appointment. A beaurocrotic nightmare for users. i have spend a few hours on calls and still don't have a 30 minute f2f. Fine if you have free time and don't work maybe? But it is just disrespectful to all users to have to deal with this sort of company who spends more on management systems and call staff than on medical support.
Visited July 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience and fully appreciate how frustrating this must have been for you. This is not the level of service we aim to provide for our patients. I will ensure your comments are fed through to the relevant Head of service so she can share them with all the staff and look to improve our call handling. Once again, I apologise and I can assure you that it is through comments such as this that we can improve the service we offer to other patients. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Poor and administratively burdensome
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
Absolute waste of time. lots of calls trying to get an appointment. the definition of queue management with more time and money spent on call centre staff than actual physio or orthotics support. So far lots of calls and forms to fill out and now 3 months later still no appointment.
Visited July 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience and fully appreciate how frustrating this must have been for you. This is not the level of service we aim to provide for our patients. I will ensure your comments are fed through to the relevant Head of service so she can share them with all the staff and look to improve our call handling. Once again, I apologise and I can assure you that it is through comments such as this that we can improve the service we offer to other patients. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I have waited almost 2 months just for a telephone consultation which consisted of numerous questions- most of which I had already answered on their online form. Require investigation for lower back pain but at the end of this ‘consultation’ was told my pain does not warrant further investigation that I would be emailed some exercises to help & now discharged. Absolute joke.
Visited July 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. 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. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Gratitude
Rated 5 stars out of 5
by Lois Shaw - Posted on 26 July 2023
To whom it may concern Fortunately for me , I started receiving support from a really supportive member of staff in pain management at a time when I had made the decision to come off fentanyl patches and manage without prescription medication. He helped me identify the aspects of my life which were creating stress and in turn had resulted in increased pain. He aided me in the journey to discover how to ‘simplify’ my life to enable self help. It is strange how someone you never see, merely speak to on the telephone can play such an important part in your life in dealing with pain which is an every day component of my daily existence. The staff member who supported me over the course of recent months didn’t give me a magic pill to remove the pain (if only) but through listening to me and showing me patience and allowing me to have a voice, which is important, I feel he enabled me to find my own strategies and this is very empowering. Talking through things highlighted trigger points in my life , avenues for change and made me realise I don’t have to justify my decisions to others. I would like to say that I am extremely grateful for our chats and knowing that the door is there should I need support in the future is really comforting. I know I am equipped with the skills for self-support right now. I would like to convey huge gratification to staff for listening to me droning on about my pain which is still with me but isn’t forefront in all I do.
Visited July 2023
Review titled Connect Health
Replied on 21 August 2023
Dear Lois Firstly my apologies for not responding to your comments before now. 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 A disgrace
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2023
They are totally useless, told I was I high priority case and after lots of forms and an interview with no treatment sent to the Witney office. There was no reception and eventually I met a guy who gave me an exercise sheet and told me to come back in 8 weeks. It a total joke don’t know what we a paying this lot but it’s too much. Unless is too good a word
Visited June 2023
Review titled Connect Health
Replied on 21 August 2023
Firstly, my apologies for the delay in responding to your comment. I am so sorry that you had such a poor experience. 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. Regards Lesley Crosby, Director of Governance and Quality
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
I got told nhs waiting list was 20 weeks and due the worry and discomfort I was feeling with my hip I booked Spires physio 6 weeks ago at £50 for 45 min. The Spires listened intently, face to face in the gym, hands on, while I described and demonstrated my discomfort. They then thoroughly and carefully examined my joint. They then explained and practiced with me suitable excercises, sent me an excercise app and gave me rubber excercise bands to get started. I left feeling so positive with a definite plan. Within a week I could walk up the stairs a lot easier and the whole experience made me feel more positive about the future. ( before my appointment I had cried every day for 3 weeks due to discomfort and worry). Yesterday I had my nhs appt at Garston. So disappointing and thank God I already had knowledge under my belt. Tapping away at pc while asking questions, so I was talking to the window. 30 second examination ( contains Ionian) left me aching all night. Barrage of info which I can’t remember because it wasn’t demonstrated it was just spoken. No specific excercise plan just told to carry on with gym. No guidance on how long to excercise or how heavy etc . I did ask about a plan but the response was so vague. The NHS physio was in my opinion more experienced and had more in-depth knowledge than the Spires physio the appointment was rushed and if no use to me at all. Thank God that wasn’t my fist physio appointment because I would still be depressed. How can a qualified physio not realize the importance of setting an excercise plan with targets and goals. When I asked which excercise machines to use in gym the answer was , all of them. There’s no excuse for a qualified physio to have such poor approach and to fail in providing a clear plan to a patient
Visited May 2023
Connect Health has not yet replied.