Fittleworth Medical Ltd
2 Henry Lock Way, Littlehampton, West Sussex, BN17 7FBPatient ratings and reviews
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Reviews
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Review titled Excellent
Rated 5 stars out of 5
by Simon hill - Posted on 08 September 2023
I have used Fitleworth for 5 years now for my stoma requirements,the process is seamless the staff answering very polite ,pleasant and efficient ,they are now partnered with dpd for deliveries,they have squared the circle ! Flawless experience .
Visited September 2023
Review titled Fittleworth Medical Ltd
Replied on 11 September 2023
Good morning Simon, Thank you so much for such a lovely review! I am really pleased that everything is going well for you, I will share this with the team, they will be really happy! Kind regards, Laura - Customer Satisfaction Team Leader
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Review titled Unfit for purpose
Rated 1 star out of 5
by Simon Calgie - Posted on 10 September 2023
I recently had a tracheostomy and have to order regular supplies from Fittleworth to take care of it. I have now placed two orders and both times the incredibly slow delivery times have meant me worrying about running out of items. My latest order was placed on 17.8.23 and won't be delivered until 20.9.23. How on Earth is this system meant to work - it doesn't!
Visited September 2023
Review titled Fittleworth Medical Ltd
Replied on 11 September 2023
Dear Mr Calgie, Thank you for taking the time to leave a review. I am really sorry to see that you are experiencing some delays with your orders, and can appreciate the worry that this must cause you. Please can you email caring@fittleworth.com FAO Laura and I will be happy to take a look at this for you. Kind regards, Laura - Customer Satisfaction Team Leader
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Review titled Robotic customer service
Rated 2 stars out of 5
by Sharon Bailey - Posted on 22 August 2023
If you like someone just repeating the same thing to you so you give up ring Fittleworth! They sent the wrong order in July, I called and told them. Was advised to take the product to a pharmacy or throw away. The GP is then being asked for a prescription for this product over a month later..I called as I didn't want them sending the wrong product again. Just kept being told the prescription is for the order already sent over a month ago. I explained that this was their mistake and I called for them to collect it. The GP is now confused and has it on my dad's repeat prescription. It doesn't take much for them to prescribe wrong meds/products. I kept asking who had asked for this product to be sent and if it was their mistake why are they charging the NHS/dads GP for it? The continous reply I kept getting was its an outstanding order that was sent so we need a prescription! If no one asked for it then its your problem not the NHS/dads GP!
Visited August 2023
Review titled Fittleworth Medical Ltd
Replied on 22 August 2023
Hello Sharon, Thank you so much for leaving a review, I am very keen to look into this further to see what has happened. I do apologise, this must be incredibly frustrating and I'd like to rectify this. Please email caring@fittleworth.com FAO Laura and I will get back to you. Kind regards, Laura - Customer Satisfaction Team Leader
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Review titled Declining service standards
Rated 1 star out of 5
by Tony - Posted on 18 August 2023
From February 2020 until about July 2023 Fittleworth have been totally reliable especially through Covid. Since early July 2023 we've had to call again and again to find out where the order is. Promises are made only to be shown as completely false. As we had only 8 bags remaining it becomes very worrying and we were looking at buying our own and trying to get the supplier changed. After calling everyday this week a delivery came! Will this level of service continue? Only time will tell but its unlikely we'll remain as customers.
Visited August 2023
Review titled Fittleworth Medical Ltd
Replied on 21 August 2023
Good morning Tony, thank you for taking the time to leave a review. I am sorry to see that you have had some concerns over your deliveries. I would like to look into this further for you. Please can you email caring@fittleworth.com FAO Laura with your name and postcode and I will see what has happened for you. Kind regards, Laura - Customer Satisfaction Teamleader
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Review titled Poor, unreliable service
Rated 1 star out of 5
by Karl Brown - Posted on 20 July 2023
I have been a patient with Fittleworth for 7 months, following bowel surgery to give me a stoma. The nursing care has been very good but the prescription and delivery service has been terrible. Other than the first delivery, which was arranged by the nurse, every prescription has been delayed. There seems to be a complete breakdown in communication between Fittleworth and my GP and I have to have the same conversation every month with them. Each time, this is solved by me having to request that Fittleworth call my GP directly to speak to them. Each month I give two weeks notice of my needs and within a few days of delivery, sometimes as late as 5pm the day before, I am told it will not be sent out. The company treat me like a customer, not a patient with acute health needs.
Visited July 2023
Review titled Fittleworth Medical Ltd
Replied on 21 July 2023
Hello Mr Brown, Thank you for taking the time to leave a review. We try very hard to get it right every time and it is disappointing that your experience did not match our goal of a quick, discreet and reliable service. I apologise that we haven't got this right for you. If you would like me to look into this further for you, please email me at caring@fittleworth.com for the attention of myself and I'll be happy to help. Kind regards, Laura - Complaints Resolution Team Leader
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Review titled That extra mile
Rated 4 stars out of 5
by Patricia Otter - Posted on 10 July 2023
I have happily been a Fittleworth customer for 3 years. Last week, whilst on a United Kingdom holiday, I found I had packed the wrong type of stoma pouch. I had no spares. I phoned Fittleworths in a panic. The lady was kind and sympathetic. She arranged a box of pouches to be delivered to my holiday address the very next day. A disaster was averted, and I am very grateful.
Visited July 2023
Review titled Fittleworth Medical Ltd
Replied on 11 July 2023
Dear Mrs Otter, Thank you so much for taking the time to leave a review for us, and I am so pleased it was a great experience. I hope you had a lovely holiday. Kind regards, Laura - Complaints Resolution Team Leader
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Review titled Got worse
Rated 1 star out of 5
by Kath - Posted on 25 June 2023
I have used fittleworths for nearly 4 yrs and they used to be really good.However lately they seem to be struggling.wrong orders,missing items ( they blame my gp),2 weeks to deliver,hardly any dry wipes(they blame nhs guidelines)no answer from the assigned stoma nurse. They really need to get their act together.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 26 June 2023
Hello, Thank you for taking the time to leave a review. I am extremely sorry for the issues with your orders. I would like to look into this further to investigate and do anything I can do to help improve your monthly orders moving forward. Please provide me with your full name and address, so I can look into this further for you, please email this to caring@fittleworth.com for the attention of myself. Kind Regards Hannah, Training Specialist
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Review titled Getting worse
Rated 1 star out of 5
by Joy Stubbings - Posted on 19 June 2023
I have been ordering monthly for my husband supplies from fittleworth for the past 10 years and I’m sorry to say just lately they are rapidly getting worse there is something missing from his order just about every month and when I phone them up about it they blame the GP surgery not sending the prescription but when I phone our GP it has been sent to them. I am currently looking for another supplier for him.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 21 June 2023
Hello, Thank you for taking the time to contact us. I am sorry to hear of the level of service you have received, this is very disappointing and that you are looking to use another supplier as a result of this. So that we can look into this further for you, please can you email caring@fittleworth.com including your husband's date of birth and address in the email. Please accept my sincere apologies for the inconvenience this has caused you and I hope we can improve this moving forward. Kind Regards Hannah, Training Specialist
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
Have used fittleworths for nearly 4 yrs and was qute happy until recently.they have cut down on dry wipes saying its nhs policy but said I could purchase them.they nearly always have products out if stock.And this month have lost the prescription sent electronically from my gp and blame the gp.added to the time it can take for delivery.(up to 2 weeks)I am thinking of changing to a more reliable supplier.I really dont know what has happened to them but they need to improve
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 28 June 2023
Hello, thank you for taking the time to contact us. I am sorry to hear of the level of service that you have received and would like the opportunity to look into this further for you. Please email caring@fittleworth.com and address to Laura Rose, with your full name and date of birth. I am so sorry for the inconvenience caused, and I hope I can improve the service with ourselves moving forward for you. With kind regards, Laura, Complaints Resolution Team Leader
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Review titled Fantastic Customer Service
Rated 5 stars out of 5
by Ally Mason - Posted on 01 July 2023
I have found the customer service provided by Fittleworth exceptional. The staff really go out of their way to make sure that your order is supplied efficiently and on time and they are truly great at sorting out any problems or issues you have, even when not their fault. Certainly lowers the stress around this sensitive area.
Visited June 2023
Review titled Fittleworth Medical Ltd
Replied on 03 July 2023
Hello, Thank you so much for taking the time to leave a review, and I am so pleased to hear of the great service provided. Kind regards, Laura Complaint Resolution Team Leader