The Living Care Group - Ratings and reviews
Reviews
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Review titled Avoid!
Rated 1 star out of 5
by Gillian - Posted on 04 January 2023
My history with this company dates back to late November when I received the first text re an appointment at an ENT clinic in Morley for the next day. I'd no idea who they were or how they got my details but I had been waiting for some time after a GP referral, assuming the NHS would contact me ASAP. I was a bit suspicious so did nothing. Then on the 30th December they emailed me with another appointment in Morley for 24th January which I declined. I explained by email that I cannot travel there from Headingly as I am not sufficiently mobile, and asked for an appointment closer to home. The reply I received was computer generated, contained a ticket No. and a lot of publicity for "skinfinity" for which they expected me to pay £30. This made me even more uneasy. The next stressful email on 3rd January, announced that I was booked in at Morley on the 24th despite my having cancelled, or if I preferred, I could try Colton which is even further from home. This upset me so much I rang and eventually managed to speak to someone called Sarah asking to be removed from their system. She agreed to do this but at 78 years old I do not like being talked down to and called "love" and "darling" as If I were a child or demented. I am neither! I am, however, delighted to be free of this incompetent organisation that has caused me so much stress over the past two months. I cannot understand why our wonderful, trustworthy NHS, after all the dire reviews, continues to use their services.
Visited November 2022
Review titled The Living Care Group
Replied on 04 January 2023
Good evening Gillian I am sorry that you have had cause to complain about our services. As I am not in receipt of you full details I have answered your review as best I can. LivingCare are a provider of NHS based services through contracts with the Yorkshire ICB, Leeds teaching hospitals, Mid Yorkshire and Sheffield hospitals. We aim to give flexibility of appointment dates, time and locations, however with our ENT services we only offer appointments at Colton and Morely. When this is not suitable for patients their referral will be sent back to the Trust that sent them to us for them to provide a suitable alternative. Unless on a cancer 2 week wait referral all other patients should be seen within 16 weeks. I am sorry that our Skinfinity marketing materials were sent to you - if you could provide me with you full name I can review the ticket you were sent. In the meantime I have informed the head of digital services. The £30 that you refer too is a booking fee for Skinfinity patients and is no way related to NHS patients. I am sorry that the patient services team member did not speak to you in a manner that was acceptable - I have fed this back to the Head of Patient Experience who is the line manager of that department. If you have been 'removed from our system' your referral will now have been sent back to the hospital for then to send you an appointment to be seen there on site. I can assure you that our reviews here are not representative of our full patient feedback, and our current friends and family feedback scores are over 96% (National Audit data) If I can be of any more assistance please contact me on the below details Sarah Williams Director of Patient Safety complaints@livingcare.co.uk
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Review titled Poor Communication, lack of care
Rated 1 star out of 5
by Dan R - Posted on 02 November 2022
I received a referral for a Cystoscopy earlier this year for Living care . My referrals were switched on several occasions between Robin lane and Thorpe park , often at short notice . Having had little confidence in the organisation I reluctantly cancelled my appointment and explained my reasoning to the admin staff . Some months later I received another appointment, albeit at short notice to attend and knowing deep down that this was a necessity due to the problems I had been experiencing. I was called earlier that day to confirm I could be seen earlier as they had had cancelled appts. I only got there 10 mins early due to a lengthy 90 minute bus journey from home. I wasn't given any expectation of length of time nor the process. Observations were taken but I was then left in a windowless room for 20 plus minutes, until I rang the buzzer for some info. I was then told I could change in the room and as a wheelchair user the nurses would help me change etc. Consent was signed for the procedure. I then readied myself by taking off my leg plates etc waiting for the nurses , again nobody returned after indicating they would be back swiftly. For an intimate procedure the lack of communication and level of care was appalling and an hr after my entrance to the centre I got dressed and reassembled my wheelchair and left the room. The nurses said they were about to cone in but I had no faith in the procedure , the nurses and the organisation and asked to be let out, which they did reluctantly. I should have trusted my gut after the initial admin errors and will never return. I must say the nurses were all pleasant but a distinct lack of leadership and communication led me to leave this review.
Visited November 2022
Review titled The Living Care Group
Replied on 03 November 2022
Good evening I apologise that you have had a negative experience during our care, and I am disappointed to hear of your experience and would like to look into this further for you Please could you email complaints@livingcare.co.uk with your personal details so that we can investigate Thank you Sarah Director of Patient Safety
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Review titled Poor service. Worse communication.
Rated 1 star out of 5
by Dale - Posted on 23 June 2022
Took my mum here for a covid test prior to an endoscopy. Was told to not enter the building prior to the appointment time which meant us waiting for around five minutes in the carpark. We went in at the time of her appointment and the test was done in the entranceway. Nothing was said to us about parking however we got given a parking fine. Tried contacting them and told will get multiple call backs which haven’t happened. Now told I have to pay the fine. They said they have an average of 2-3 people in same situation as us and have been on site for over 10 years. Think about how much money they’re getting from this at 60-100 a time, 2-3 times a week over ten years! My mum is in her seventies, struggles walking and uses a frame, and is on oxygen therapy. The treatment she has been given is disgusting. Don’t use this service. And don’t respond with your standard complaint response I’ve rang over five times this past week you’ve had the opportunity to fix this.
Visited June 2022
Review titled The Living Care Group
Replied on 24 June 2022
Good afternoon I am sorry that you have not had a good experience with us at LivingCare. Our swabbing is done from a consultation room off reception and is at this location to enable patients easy access through the clinic. Re your parking fine - Unfortunately we do not own the car park it is a private landlord and we do not issue any fines of any kind, nor do we receive the money, fines are actioned by UKCPS. Can I ask you to email the complaints inbox at LivingCare with details of your fine as you get 30 mins free parking within the site and anyone who is at our site longer than that can enter the registration number when entering the facility therefore for 5 minutes you should not have received a fine therefore we can see if we can speak to UKCPS on your behalf who will be able to check their ANPR cameras. The only other fine that we are aware of that UKCPS generate is if you have parked in a disabled bay without displaying a blue badge, this unfortunately cannot be overturned. Our email address is complaints@livingcare.co.uk Thank you Sarah Director of Patient Safety and Clinical Effectiveness