Healthshare Diagnostics
Norwich Colney Hall, Watton Road, Norwich, Norfolk, NR4 7TYPatient ratings and reviews
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Reviews
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Review titled Frustrating
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2024
They haven’t sent my ultrasound report to my GP in almost two months. They don’t usually answer the phone, but calling them everyday at different hours I have managed to speak with them three times. Every time they have told me that there was some kind of mistake and sent it again. However, my GP hasn’t received the report yet. Still trying to get that report.
Visited July 2024
Review titled Healthshare Diagnostics
Replied on 10 July 2024
Dear patient, thank you very much for taking the time to provide feedback regarding your ultrasound report. We would like to investigate what's happened to establish what the delay is. To enable us to do this please send an email to pals@healthshare.org.uk with comment reference number: 1838997 and the name of the clinic you attended. Best regards Healthshare Group
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Review titled Long wait for the results
Rated 1 star out of 5
by Maria - Posted on 26 June 2024
I had an Ultra Sound Scan on the 21st of May 2024. I was told to contact my gp after 5 days. Time has lapsed and no results. I managed to get through to a person on the phone and after full security checks I was told that my scan results were there and were going to be sent to the surgery yesterday!!! The date…25th June 2024. I rang yet again the surgery today and No Results. Very poor service. What if it is a serious health issue? Who knows? We will never know as Healthshare keeps our results somewhere but not shared with gp or patients. Very disappointed.
Visited May 2024
Review titled Healthshare Diagnostics
Replied on 27 June 2024
Dear Maria, thank you very much for taking the time to provide feedback we do take all comments very seriously. We strive to deliver the very best service at all times, so we are disappointed that we have not achieved like to apologise for your experience of ultrasound results. We do understand how frustrating this must be for you. I have passed this over to the manager of the clinic that you attended for them to look into this for you Best wishes Healthshare group
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Review titled Let’s you down
Rated 3 stars out of 5
by Terry - Posted on 10 April 2024
Was phoned to book an appointment for a ultrasound scan, lady booked it for me, waited in pain for the scan for 3 weeks and today 2 days before the scan I was phoned to be told the appointment had been cancelled, the reason being that the person doing the scan was not “qualified” to do the scan that I needed, now got to wait for another 3 weeks for scan as there fully booked, very angry about this as they must of known when booking this that there staff are not qualified, the NHS gets a bad name without another company who are helping them out let them down
Visited April 2024
Review titled Healthshare Diagnostics
Replied on 11 April 2024
Dear Terry, thank you very much for taking the time to provide this feedback, we do take all comments very seriously. We strive to deliver the very best care at all times, so we are disappointed that we have not achieved this. We would however, like to apologise for your recent experience of appointment cancellation, we do understand how frustrating this must have been for you. I have now passed this on to the complaints manger for the clinic that you were due to attend to bring this to their attention Thankyou for brining this to our attention and once again I am sorry for what has happened to you. Best regards Healthshare Group
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Review titled Still waiting excessively long wait for results
Rated 2 stars out of 5
by Patrick - Posted on 10 May 2024
I attended my scan on April 3rd 2024 and the process was fine. The accompanying paperwork advised me to contact my GP in a week but the Sonographer told me to contact after ten days which is effectively two weeks. After three week when I had heard nothing I contacted my GP who advised me that they hadn’t received the results. After four weeks I again contacted my GP who still hadn’t received the results. I told the practice that I was anxious to know what was happening about my undiagnosed condition. After five weeks my GP practice advised me that they still hadn’t the results but their experience was that it could take six weeks. The current situation is that I am still anxiously awaiting my results which may or may not arrive at my GP practice after six weeks when I may or may not know what my condition is. This is very shabby administration for something where the initial consultation was fine and worked well but the all important report had disappeared into the ether. This process need addressing.
Visited April 2024
Review titled Healthshare Diagnostics
Replied on 10 May 2024
Dear Patrick, Thank you very much for taking the time to provide this feedback, we do take all comments very seriously. We strive to deliver the very best service at all times, so we are disappointed that we have not achieved this. We would however, like to apologise to you that your results do not seem to have been sent to your GP. We do understand how frustrating this must be for you. we would like to be able to look into this further for you but would need to know your full name and the clinic that you attended please email pals@healthshare.org.uk with comment reference number: 1809277 with these details. Best regards Healthshare Group
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Review titled Useless at reporting results
Rated 3 stars out of 5
by Anonymous - Posted on 30 April 2024
I had an ultrasound scan and bloods 2 months ago and was told if I do not hear anything within 5 days to contact the practice which I did and I still heard nothing. I’ve contacted them twice since then, and have been told a letter has been written regarding my results. This was two weeks ago and I have still heard nothing. As someone in the medical industry I am ware blood results and ultrasound scan results do not take this long to be reported. Obviously I am concerned what my results are, especially because I’m still on the waiting list to have surgery. I’m extremely disappointed.
Visited March 2024
Review titled Healthshare Diagnostics
Replied on 30 April 2024
Dear Patient, Thank you very much for taking the time to provide this feedback, we do take all comments very seriously. We strive to deliver the very best service at all times, so we are disappointed that we have not achieved this. we would like to be able to look into this further for you. If you would like us to do this, please email pals@healthshare.org.uk with comment reference number: 1804134 , your name and the name of the clinic you attended. We do hope that any future care that you receive meets your expectations and the high standards that we set for ourselves. Best regards Healthshare Group
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Review titled unprofessional employee
Rated 2 stars out of 5
by Daniel - Posted on 13 March 2024
The appointment team dropped the call in the middle of the call and didn't bother to call again. no appointment booked, a waste of time. very unprofessional. This is with a male person at 9:24am on 13 March
Visited March 2024
Review titled Healthshare Diagnostics
Replied on 14 March 2024
Dear Daniel. Thank you for providing us with your feedback. We are sorry to hear that you experienced difficulties with your call on the 13 March and apologise how frustrating this would have been. To enable us to correct this can you please let us know some details about yourself so we can arrange for the appointment team to call you back. Please email pals@healthshare.org.uk with comment reference number: 1778355. We thank you for letting us know. Best regards Healthshare Group
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Review titled Aylesbury clinic based in Berrycroft
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2024
I arrived to my ultrasound appointment 15 minutes early. After my appointment was running 30 minutes late I found out that there was another gentleman who had been waiting for 1 hour and 15 minutes. Shortly after this an assistant came out and took each patient’s name and appointment time. I asked her how many people are in front of me and she sighed then said “I don’t know. We are having trouble with our system”. Then closed the door. The assistant then called through another patient that had his appointment after the gentleman who had been waiting the longest. Afterwards she then called my name and I proceeded to enter the room and the gentleman who had been waiting the longest then said “well what about me!”. It was then clear to me that there was only one sonographer seeing patients. Once I was called through i explained that if there was an issue with the system which is used to see patients then the waiting room should be notified, apologised to and given a rough estimate as to how far behind they will be running with appointments. Once I placed myself onto the bed I was not given anything to cover myself so I torn some of the bed roll off to cover myself. The sonographer introduced himself and his assistant then confirmed my details. The sonographer then explained that an internal probe would be needed. I asked where the probe was and he reached under the laptop and pulled out the transducer which had the cord wrapped around it. I asked how they are cleaned and he informed me that they use tristel and then afterwards he would then apply gel. I refused to continue because no probe covers were available
Visited February 2024
Review titled Healthshare Diagnostics
Replied on 07 March 2024
Dear Patient, thank you very much for taking the time to provide feedback about your ultrasound appointment at Aylesbury Berrycroft Health Centre. We are very sorry you were not notified at the time that the clinic was running late. We have escalated this as a learning point to the team. We understand how frustrating this must have been for you on the day of your appointment. We are disappointed that we did not meet your expectations. To allow us to look into this further please can you contact us back with the date you attended and your name to pals@healthshare.org.uk quoting reference number 1766271. Best wishes Healthshare group
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Review titled Duty of Care does not exist
Rated 1 star out of 5
by Michael Fletcher - Posted on 20 February 2024
I've been in pain since May 23., the GP has been giving me painkillers since then with no effect, I have finally got an ultrasound scan only to be cancelled 24hrs before by Healthshare due to 'staff training'. Disgusted with their lack for 'duty of care' I tried to contact them via the phone number left with their text, but that also was a complete and utter waste of time.I can only think their training is 'how to avoid working'. Once companies like Healthshare Diagnostics win a contract from NHS, patient neglect is rife. They will have an automatic reply for complaints and that must be their staff training, which button to press on the keyboard.
Visited February 2024
Review titled Healthshare Diagnostics
Replied on 20 February 2024
Dear Mr Fletcher, Thank you very much for taking the time to provide feedback about your ultrasound cancellation. I have looked into this and understand that Harwood Medical Centre, Bolton where you were due to attend for your ultrasound appointment was closed for GP staff training. We were notified of closure by the medical centre without much notice and had to cancel our clinics inconveniencing our patients who had appointments booked in. We are very sorry about this and understand how frustrating this must be for you. We strive to deliver the very best care at all times, so we are disappointed that we have not achieved this. Clinics are only cancelled, and appointments changed as a last option when circumstances are beyond our control. We are keen to learn from all feedback that we receive from our patients, and we intend to follow this up with the practice to minimise this occurring in the future. We do hope that your new appointment date in March meets your expectations and the high standards that we set for ourselves. Best regards Paula Chappell, Quality Improvement Lead
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Review titled Poor communication & access
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2024
I waited 2 months to receive an appointment by the anticipated date. No confirmation letter received Calling the number on the Nhs app . Results in a message in a change of phone number . Spent over 30 minutes on hold waiting to check details if pre scan preparation. On the day the clinic had a scribbled list of appointment names & times! The nurse couldn’t read it! So unprofessional The scan was professional. Thank goodness.
Visited January 2024
Review titled Healthshare Diagnostics
Replied on 01 February 2024
Thank you for providing us with your feedback. We are sorry to hear that you experienced difficulties receiving your appointment and apologise how unsettling this was for you. We would like to use your feedback to minimise this happening in the future. To enable us to correct this can you please email pals@healthshare.org.uk with comment reference number: 1752928. This will help us to look into what happened and improve the details we send out by letter or by text message. We thank you for letting us know. Best regards Healthshare Group
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Review titled Lacking Duty of Care and Candour
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Took them at least 2 weeks of my GP and I chasing them to book an appointment. The male on the phone was rude and got defensive when I mentioned the whole system being inefficient and wasn't listening when I mentioned I can't take a day off this month. Kept giving me dates for the same month and made up like I was being difficult. Not to mention the lack of transparency and the amount of times my questions were ignored afterwards. They were very awkward with disclosing even basic things like the name of the professional who will be checking me, I had to ask them at least 3 times for this, same goes for any training they've received.
Visited May 2023
Review titled Healthshare Diagnostics
Replied on 18 May 2023
Thank you very much for taking the time to provide this feedback, we do take all comments very seriously. We strive to deliver the very best care at all times, so we are disappointed that we have not achieved this. We would however, like to apologise for your recent experience of booking an appointment and lack of transparency. We do understand how frustrating this must have been for you. We are keen to learn from all feedback that we receive from our service users and we would like to be able to look into this further for you. If you would like us to do this, please email pals@healthshare.org.uk with comment reference number: 1549103. We do hope that any future care that you receive meets your expectations and the high standards that we set for ourselves. Best regards Healthshare Group