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 no supplies
Rated 1 star out of 5
by Carol Joyce Howard - Posted on 28 December 2023
Fittleworths delivered my stoma supplies the day after I returned home from hospital in Oct. Very good company I thought. The following months supplies didn't arrive when expected and were only delivered after much discussion on the phone. When it finally arrived it was a few boxes short from the previous order. The December ones didn't come at all. They kept telling me my GP hadn't sent a prescription. My GP said they had!! They kept putting delivery off until 22nd Dec. When it didn't arrive on that date I was frantic. I phoned them & after much persuasion they agreed to send me a portion of my order. I got one box of bags to last me through Christmas. I was promised more of the order on Dec 27th but now I get an email saying they aren't coming till Jan 10th. Once more the reason given was that my GP hadn't sent a prescription. My GP says they have! Should an 80 year old woman have all this hassle? I have bought some bags from Amazon. I couldn't see what else I could do. I am hoping my stoma nurse will find me a different supplier. I just can't be doing with the bother of Fittleworths.
Visited October 2023
Review titled Fittleworth Medical Ltd
Replied on 09 January 2024
Good morning Carol, Thank you for leaving us a review. I am really sorry to see that you have had to wait for your supplies and been told differing information. I'd like to look into this for you. Please may you email caring@fittleworth.com FAO Laura with your DOB please and I will investigate what has happened and make sure you have what you need. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Exemplary customer service
Rated 5 stars out of 5
by D Leslie - Posted on 27 October 2023
A minor misunderstanding with my GP practice regarding my regular prescription resulted in an essential item being omitted from my quarterly medical supplies. Fittleworth staff (as they always have when occasionally necessary over the past 15 years) went the extra mile to ensure that the omission was remedied, by liaising proactively with my GP practice. Thanks to the efforts of both Fittleworth and GP staff, the missing item was delivered promptly.
Visited October 2023
Review titled Fittleworth Medical Ltd
Replied on 30 October 2023
Hello, Thank you for taking the time to leave a review. I am sorry to hear as essential product was missed, however I am glad to see the level of service you have received and that we were able to resolve this for you so promptly. This is certainly the level of service we aim to deliver. Many Thanks Hannah, Training Specialist
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Review titled Service seems to have just tailed off
Rated 2 stars out of 5
by Anonymous - Posted on 24 October 2023
It all started off fine. The first two batches of supplies for a month each delivered as expected. Then nothing for the third month. Contacted them as running low and was told they weren't expecting to automatically send me supplies each month. I then set it up, with email confirmation, that I would get a call around a certain day of each month to place order . That date for this month is now well passed. I am not impressed.
Visited October 2023
Review titled Fittleworth Medical Ltd
Replied on 26 October 2023
Good afternoon, Thank you for your review. I am sorry to see that this has happened for you, I would like to take a look into this to see what has happened and how I can rectify it. Please can you send me your full name and DOB to caring@fittleworth.com FAO Laura and I will take a look into this for you. Kind regards, Laura - Customer Satisfaction Team Leader
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Review titled Wonderful efficient and caring service.
Rated 5 stars out of 5
by Maggie Matthews - Posted on 20 September 2023
Having rung the Bedford,Luton & MK prescription service,asking for an early order as I was going on holiday, I was told it could not be done. After speaking to one of your colleagues ,who was very polite and understanding,it was all arranged for me very efficiently. I want to thank your operative for her kindness.Whenever I have rung your company ,I have always received the best service and respect. Congratulations Fittleworth, on giving such a wonderful service!
Visited September 2023
Review titled Fittleworth Medical Ltd
Replied on 22 September 2023
Hello Maggie, Thank you for taking the time to leave a review. I am glad to hear you have have such a wonderful service, this is the service we aim to deliver. Many Thanks Hannah, Training Specialist
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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