CHEC Preston
Head Office, 1-6 Star Building, Olivers Place, Fulwood, Preston, Lancashire, PR2 9WTPatient ratings and reviews
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Reviews
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Review titled Waste of time
Rated 1 star out of 5
by Patrick Shah - Posted on 19 January 2023
CHEC appointment for Visual field and OCT assessment and was also told to examine the eye, drops may be used to dilate so needed to be driven.Therefore got driven there by my wife.I had finished within two minutes.My wife had just about switched the engine off after parking.I had been referred for possible glaucoma.No fields were done, no eye pressure measurements, no examination of any sort.Just two quick photos and out.Not sure whether they are planning to only do one thing per appointment so I have multiple appointments.
Visited January 2023
Review titled CHEC Preston
Replied on 24 January 2023
Dear Patrick, Thank you for your review. We are sorry to hear of your dissatisfaction following your contact with CHEC. We wish to assure you that we expect high standard care to be provided for all our patients. Our patients are our utmost priority, and we value all feedback. We would like to apologise for any inconvenience caused. We would like to investigate this matter further and as such could we ask you to contact our quality team at: chec.quality@communityeyecare.org.uk Please provide your full name, address and reason for email so that the team can review and resolve this for you. We shall kindly await the above details. Best wishes CHEC
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Review titled Brilliant service
Rated 5 stars out of 5
by Peter Taylor - Posted on 03 February 2023
Brilliant service. All very good, clinic clean, staff polite, explained well. Didn't have to call to book the appointment. First two appointments booked on-line, very easy to use.
Visited January 2023
Review titled CHEC Preston
Replied on 03 February 2023
Dear Peter, Thank you for your positive review. We are pleased that you are happy with the service you received from CHEC. Best wishes CHEC
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Review titled Telephone appointment
Rated 3 stars out of 5
by Ann Oaten - Posted on 17 January 2023
I was eventually called for my appointment at 17.30 . The appointment was at 16.55 The consultation was very short asking if I had glaucoma in the family. This is evident from my opticians notes. I was asked nothing else relevant but would be referred on. I think this appointment was a waste of everyone's time as the question asked could have been answered through the paperwork. I look forward to seeing someone in person next time.
Visited January 2023
Review titled CHEC Preston
Replied on 18 January 2023
Dear Ann, Thank you for your reviews. We are sorry to hear of your dissatisfaction following your 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. Our patients are our utmost priority, and we value all feedback. We would like to apologise for any inconvenience caused and can confirm we have forwarded your concerns onto our bookings team who will be in contact. Should you require anything further please contact us on customerservices@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC
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Review titled Great service
Rated 5 stars out of 5
by John Wilson - Posted on 12 April 2023
I have found CHEC has always been fine for me, it's easy to make appointments and the clinics are always on time, there is easy free parking there, I find everything absolutely fine, nurses / clinic staff are always pleasant and explain everything well.
Visited January 2023
Review titled CHEC Preston
Replied on 13 April 2023
Dear John, 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 Appallingly bad management and administration
Rated 1 star out of 5
by Anonymous - Posted on 21 January 2023
I have always received good care from the people that have been monitoring and treating me for glaucoma but the management and administration of their appointment systems is atrocious.
Visited January 2023
Review titled CHEC Preston
Replied on 24 January 2023
Dear patient, Thank you for your review. We are sorry to hear of your dissatisfaction. We wish to assure you that we expect a high standard of care to be provided for all our patients in every aspect of the journey with us. Should you wish to discuss any concerns further please do not hesitate to contact us on chec.quality@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC
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Review titled Very poor patient aftercare
Rated 1 star out of 5
by Anonymous - Posted on 27 January 2023
My grandma had cataract surgery with CHEC on 19th December 2022. She has dementia and is therefore particularly vulnerable. On Tuesday morning the eye on which she had had the surgery became red, inflamed and watery so, as directed in the aftercare booklet, I phoned the ‘helpline’. After being cut off once, I eventually reached the Preston clinic, where the staff member told me that they would email the details to the Newcastle Gateshead clinic and ask them to phone my grandma. My brother waited with my grandma all day, and there was no phone call. I phoned CHEC the next morning and a telephone appointment with a doctor was arranged for yesterday (Thursday) at 9.15. My dad delayed going into work in order to be with my grandma for the phone call. The appointment was not met. My dad phoned CHEC at around 10.00 and was told that the appointment was still live and waiting for somebody to pick it up. There has been no phone call to either of the two numbers that CHEC has on file (my grandma’s landline or my dad’s mobile). This morning I have phoned CHEC and was told that the reason my grandma did not receive a phone call is that she had a phone blocking service in place. She has this service to avoid unwanted marketing phone calls. Numerous other organisations, such as her GP, have nevertheless been able to contact her, because all that is required is to state the name of the person or organisation calling. My dad has not received any missed calls on his mobile. This is unacceptable. I work for the NHS and completely understand staff sickness pressures and service demands. However, CHEC should not be instructing patients to phone a ‘helpline’ when no help or even timely response is given. If my grandma were not to meet an appointment, with no notice or reason given, she would be sanctioned. It only seems fair that the same should apply to CHEC. CHEC seem to pride themselves on ‘Patient Focused, Responsive and Considerate Care’ and this experience has been none of these things. I would not recommend CHEC under any circumstances since they have failed to provide appropriate aftercare to a vulnerable elderly person.
Visited January 2023
Review titled CHEC Preston
Replied on 30 January 2023
Hello, Thank you for your review. We are sorry to hear of your dissatisfaction following your contact with CHEC. We wish to assure you that we expect high standard care to be provided for all our patients. Our patients are our utmost priority, and we value all feedback. We would very much like to investigate this further to highlight areas of improvement in our service and as such could we ask you to contact us on chec.quality@communityeyecare.org.uk providing your grandmothers name, date of birth and postcode. We shall kindly await the above Best wishes CHEC
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Review titled Poor Communication and Administration
Rated 3 stars out of 5
by Eric Gordon Donaldson - Posted on 31 January 2023
Telephone consultation? Means you arrange a date. However, crucial information not passed to patient, ie,cannot drive after face to face. Result, face to face only half completed, further appointment needed to see Doctor. Attend this appointment at 2.25pm. By 3pm not seen but then told Doctor is behind schedule. 4.20pm after being told of significant delays see Doctor. He says admin were told very early on he was well behind schedule, appointments too close together, happens regularly. No two patients the same. Not a happy man. Completed examination and accepted Cataract removal. Dr types various information into computer. Accompanies me to front desk to arrange Cataract removal date. Told by front desk not possible, “no book” and my appointment was a “follow up consultation”. Could not be completed there and then and further “Full consultation” appoint required. Doctor a very very unhappy man. So I wasted 2.5 hrs of my life. Sent my driver home, had an agitated wife who suffers from a number of chronic conditions including Alzheimer’s to contend with because of poor communication and what appears to be an inflexible and bureaucratic administration that frustrated the medical professional as well as the patient. Waiting area hardly an oasis of comfort and with no refreshment facility during extended waiting period. Dreadful experience.
Visited January 2023
Review titled CHEC Preston
Replied on 01 February 2023
Dear Eric Thank you for your review. We are sorry to hear of your dissatisfaction following your 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. Our patients are our utmost priority, and we value all feedback. We would like to apologise for any inconvenience caused by the multiple appointments and have fed this back to the relevant team to highlight learning in an effort to continually improve our service. We can confirm that our appointment letters do advise patients not to drive in case of dilation. Should you wish to discuss any concerns further please do not hesitate to contact us on chec.quality@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC
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Review titled Wasting people's time
Rated 1 star out of 5
by alecb - Posted on 31 January 2023
I was asked by "CHEC" to attend for an assessment. The letter that I received stated that my eyes "may have to be dilated" so that I should be accompanied by another person to drive me home as I would be unable to drive within 4-6 hours after having received the drops. I attended the surgery and was with the optician no more than 3-4 minutes during which time he used a machine to look at my eyes. My eyes were "not" dilated so the letter that I received was totally useless & wrong! My wife wasted a morning accompanying me as I could easily have driven by myself. My point is that had I been a singe person, I could easily have incurred the expense of having to get a taxi to the CHEC clinic. I had a round trip of 20 miles so this would not have been cheap. Could CHEC please review the letters that they send out so save people wasting time and money attending these appointments ???
Visited January 2023
Review titled CHEC Preston
Replied on 01 February 2023
Dear Alecb, Thank you for your review. We are sorry to hear of your dissatisfaction following your contact with CHEC. We can confirm our appointment letters do advise patients of the possibility of dilation. It is unknown until a patient attends their appointment and they are examined if this will be required and therefore ensures that the appointment can be completed in full if dilation is necessary. We would like to apologise for any inconvenience caused. Should you wish to discuss any concerns further please feel free to email us on customerservices@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC
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Review titled Telephone consultation
Rated 3 stars out of 5
by Ann Oaten - Posted on 17 January 2023
I was due to have a telephone consultation at 16.55 today. I have not been called to have this appointment. However earlier today at around 15.30 I had 2 calls from a private number. I was unable to a service as I was in work at the time and meeting with a parent.( I am a teacher) Is it possible that this was my telephone appointment even though it was a hour early than scheduled. I would be grateful if this could be rescheduled and the appointment time be kept as said. Many thanks for your understanding in this matter.
Visited January 2023
Review titled CHEC Preston
Replied on 18 January 2023
Dear Ann, Thank you for your reviews. We are sorry to hear of your dissatisfaction following your 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. Our patients are our utmost priority, and we value all feedback. We would like to apologise for any inconvenience caused and can confirm we have forwarded your concerns onto our bookings team who will be in contact. Should you require anything further please contact us on customerservices@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC
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Review titled Awful admin
Rated 2 stars out of 5
by Mary Thompson - Posted on 26 January 2023
Keep cancelling my appointments! What’s this all about … money … not patient care. Ok other people who have used this service have had vastly better service than I have. Back in June 2022 I sat the whole afternoon only to find you had no record of me! Was phoned first thing this morning telling me of your cancelling my appointment yet again. This is totally unacceptable I cannot sit here any longer filling in characters so here goes ………………………………………….,,what a load of rubbish …………::::::
Visited January 2023
Review titled CHEC Preston
Replied on 27 January 2023
Dear Mary, Thank you for your review. We are sorry to hear of your dissatisfaction following your contact with CHEC. We wish to assure you that we expect a high standard of care to be provided for all our patients. We 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 apologise for any inconvenience caused. Should you wish to discuss any concerns further please email us on customerservices@communityeyecare.org.uk or call on 0330 100 4730. Best wishes CHEC