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 Awful service and practice
Rated 1 star out of 5
by Antonella Barletta - Posted on 21 May 2024
Most horrible service as most of the NHS services. Both clinicians and customer service are a waist of time not well trained you need to call them several times and will never be able to solve a problem for you. Important emails go all to junk so you end up missing appointments and no one tells you that. Unimportant emails are received normally. Most unprofessional and lazy physiotherapists I have ever seen in my life. Basically this service is a waste of tax payers money. After missing my appointment today and calling them 5 times to ask for a call back this was not addressed despite this was their fault and I was only offered to keep the new rescheduled appoint, which is in more than a week time away from now. I had an accident and I wanted an in person appointment, which you can forget about because the earliest is on 24th of June. So a Waiting list of over a month which for the physiotherapist who booked it Was very early compared to other clinics in the UK. Basically, this service is a joke.
Visited May 2024
Review titled Connect Health
Replied on 22 May 2024
Dear Antonella I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. 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 and hope that should you contact us again you will be more satisfied with our response. Please note we have no control over emails or messages going into your junk folder that is something which is controlled on your mobile phone/email settings. Regards Lesley Crosby Director of Governance and Quality
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Review titled Absolute Eye-Opener
Rated 5 stars out of 5
by Anonymous - Posted on 02 May 2024
I’ve suffered from persistent low back pain for over 30 years which has become increasingly troublesome as I age. After the last flare up, which had me really depressed, I inadvertently managed to get an appointment with an NHS Physiotherapist who did a thorough head to toe examination of my joints and reflexes. She suggested a referral to the Pain Management team as an alternative to invasive treatment such as injections and surgery which in her medical opinion she didn’t feel I needed. After a brief explanation of the mechanics and psychology of pain, I was on board. Within a couple of weeks I’d been contacted by a Pain Management representative who further assessed me and sent literature for the six-week program. Just reading the literature was a revelation! From there I was booked onto the program which consists of weekly three-hour online group sessions led by a Clinical Specialist Pain Practitioner. While these are group sessions, there’s no pressure to be on camera or talk; you can communicate via the typed Chat if you want to say something. I’m now three weeks into the program and I’m already seeing a huge shift in how I view and manage my pain. Our sessions are led by Pain Practitioner Chris, a very committed, entertaining, down-to-earth guy from the North East. He explains everything in simple and often amusing layman’s terms. I’ve found most of what he has said to be very relatable to my own personal experience - it isn’t all just abstract theoretical medical-speak. I’m absolutely convinced that if I’d been put on this program when I first injured my back in my 20’s, I wouldn’t have spent the last 30 years thinking I had a dodgy back and was therefore mobility-restricted. Go in with an open mind, embrace the evidence and just allow yourself to be educated about how the body and mind works. In just three weeks I’ve gone from being afraid to bend down to put my socks on to doing deadlifts at the gym!
Visited May 2024
Review titled Connect Health
Replied on 09 May 2024
Good morning Firstly, my apologies for not responding to your comments before now. Thank you for taking the time to share such positive feedback 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 Connect are a waste of NHS resources
Rated 1 star out of 5
by KAT - Posted on 27 April 2024
GP referred me via Connect for an acute Achilles tendon problem. No answer for months then a surly consultation with someone unqualified on the telephone before finally being sent to a gym a long way from my home. Meanwhile I referred myself directly to the hospital and was fortunate to be permitted to bypass the awful Connect and be seen by a consultant, x-rayed, scanned and seen by a proper physiotherapist at the hospital. Now I have unconnected spinal problems I have been told that I have to go via Connect again. This time, after a long delay, I was called by the Connect call centre. They propose to diagnose me by telephone without that person having any details save a questionnaire that I fill in myself and the telephone "consultation" will not be carried out by a doctor. Presumably I will sent to the Connect-owned gym again rather than the hospital. No one at UCLH thinks much of Connect. Connect seems to be making a profit by keeping patients away from doctors while charging the NHS for repeated telephone consultations with their own lesser-qualified staff.
Visited April 2024
Review titled Connect Health
Replied on 30 April 2024
Dear Kat I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. 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 and hope that should you contact us again you will be more satisfied with our response. Regards Lesley Crosby Director of Governance and Quality
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Review titled Great practice
Rated 5 stars out of 5
by Susanna Parnham - Posted on 16 April 2024
I was offered 3 shock wave therapy treatments by Connect Health for my right hip bursitis. The treatments were a little painful but has helped a lot as my bursitis pain in my hip is a lot more manageable. I have been given follow on physio exercises to continue strengthening the area.
Visited April 2024
Review titled Connect Health
Replied on 18 April 2024
Dear Susanna Thank you for taking the time to feedback such lovely comments. I will ensure they are passed onto my colleagues. I wish you well for the future. Regards Lesley Crosby Director of Governance and Quality
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Review titled What is the point of Connect-Health?
Rated 1 star out of 5
by Anonymous - Posted on 27 May 2024
I visited a doctor early December 2023 with pain in my left shoulder. Was prescribed painkillers and referred to first contact physio, who recommended exercises and sent me for x-ray of shoulder in early January which confirmed severe osteoarthritis. Exercises made shoulder pain worse and painkillers had unacceptable side effects. Physio forwarded a report to Connect-Health. Osteoarthritis then spread to right shoulder (confirmed by x-ray in early March) but am unsure when/if Connect-Health were made aware of this. Due to poor communication from Connect-Health (letters not received by me although appearing on patient record with my name and address) and a mislaid letter from the gp surgery, I did not contact them until April. Was given an assessment appointment with physio from Connect-Health and was approved for further treatment. Rang Connect-Health after seeing this information on my patient record but told no appointment had been made and to wait for phone call. Was told this would be yet another consultation but this time over the phone. How I can be examined over the phone I find hard to comprehend. I fail to see what all these interventions by Connect-Health are achieving (apart from reducing NHS waiting lists by blocking entry) as the evidence in the form of x-rays and the initial findings of the physio in December should be sufficient for me to see an osteopath. It will be 6 months next week since my first gp appointment and I have had no relief from my symptoms from the NHS so would be prepared to pay to get treatment (ie.a choice of injections), but before I do this I need to get the name of a specialist in shoulder Osteoarthritis in my area but have no idea where to obtain this information. Connect-Health have said that, for this condition, I am in their care and not to contact my gp surgery. The condition is now so disabling that arm movement frequently causes tremors and pain. I live alone so have to cope, but life as I knew it has ended, as the only time I am pain free is when sitting still. Help from my wonderful neighbour has been invaluable but unfortunately this friend is now also afflicted by osteoarthritis in the shoulder.
Visited April 2024
Review titled Connect Health
Replied on 28 May 2024
Good morning I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. 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 and hope that should you contact us again you will be more satisfied with our response. Regards Lesley Crosby Director of Governance and Quality
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Review titled Excellent considerate care
Rated 5 stars out of 5
by Suzanne Travers - Posted on 13 June 2024
Very empathetic, knowledgable and caring team. At every stage of the course I felt validated and even though I didn’t contribute verbally or visually I felt comfortable in having that choice. When a query arose I was referred to another practitioner for support.
Visited April 2024
Review titled Connect Health
Replied on 17 June 2024
Dear Suzanne Thank you for taking the time to share such positive feedback and I will ensure your feedback is shared with all colleagues. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Good results!!
Rated 5 stars out of 5
by Christine dallamore - Posted on 29 April 2024
I was very impressed with the service I received at this Health Centre. Very prompt and good results !
Visited April 2024
Review titled Connect Health
Replied on 30 April 2024
Dear Christine Thank you for taking the time to share such positive feedback 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 Helpful and friendly
Rated 5 stars out of 5
by RMcC - Posted on 09 April 2024
I was seen on time, and the practitioner I saw was friendly and helpful. He spent quite a bit of time assessing the issue and devising a set of exercises that would help.
Visited April 2024
Review titled Connect Health
Replied on 09 April 2024
Good afternoon Thank you for taking the time to share such positive feedback 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 Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2024
My GP referred me to Connect Health due to an ongoing chronic condition. What a waste of time! I had an initial face to face meeting where I was made to feel the pain was in my head (this despite diagnosis already being given by neurologists and pain management specialists). It was so disappointing not to see a doctor so I couldn’t discuss my pain medication and possibilities of alternatives and they offered no option for treatment except mindfulness and suggested going to the gym. I explained my specialist had specifically said not to go to the gym due to the risk of further damage and they advised this was wrong! I went to a follow up appointment 3 months later. At this appointment I decided I now had another issue, diagnosed by my GP. They dismissed this diagnosis immediately (though I have now seen a private physio who confirms by GPs diagnosis). The recommendation again was to join a gym which contradicts what I have been told to do by my specialist. Even if I could join a gym with chronic pain for over 20 years surely this is risky without recommendation of types of excercise etc. Needless to say I won’t be going back. It seems such a waste of NHS money.
Visited April 2024
Review titled Connect Health
Replied on 15 May 2024
Good morning I am so sorry that you had such a poor experience and fully appreciate how frustrating this must be for you. 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 and hope that should you contact us again you will be more satisfied with our response. Kind regards Lesley Crosby, Director of Governance and Quality
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Review titled Good lessons
Rated 5 stars out of 5
by Frank luffman - Posted on 08 April 2024
Execise program was good. Learnt a lot on how to go forward with the exercises i undertook. Looking to carry on with the program to strenghten my arms and shoulders.
Visited April 2024
Review titled Connect Health
Replied on 09 April 2024
Dear Frank Thank you for taking the time to share such positive feedback and I will ensure your feedback is shared with all staff. Kind regards Lesley Crosby, Director of Governance and Quality