CHEC Newcastle Gateshead

My gran came in for surgery today and was really nervous. So much so she almost cancelled. When we arrived today, she was met by a man called stewart. He could tell instantly that she was extremely nervous and immediately put her at ease with his calming manner. While in the room, my gran was still a bit nervous but on leaving the room she asked him for a hug to calm her nerves and he did it without hesitation. He even put his big arm around her and walked her into the next waiting area. He was so kind. When she got discharged she was waiting in the main waiting area and he took time out to sit with her and have a little chat to make sure she was OK. He is a credit to CHEC. leave this review so he could get recognition for being truly amazing. My gran thinks if there were more people like him the world would be a better place. He has left a mark on my gran who is so grateful for his kindness. Please pass on this praise. He is a wonderful member of staff and a wonderful human being.

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.

My mam has just had a cataract removed at CHEC. She is keen to say that she thought the service was: excellent

1st appointment wasn’t told I needed my eyes dilated so got cancelled, 2nd appointment just been cancelled as optician is on holiday (2 days before my appointment) I’ve now wasted 2 days holidays and my other half has now wasted 1 . It’s not building me with confidence for the operation not impressed

excellent service was really worried as I usually go to Freeman hospital for endoscopy. 1st time having one here. from when u walk in door staff are warm welcoming. professional

Beware this company! Although they claim to be professional, they are lying amateurs. My essential telephone consultation (before I was examined for cataract surgery tomorrow

My husbands appointment for cataract operation has been cancelled 2 weeks in a row 1 hour before he was due to attend, I've lost 2 days holiday from work as he cant drive himself home following the operation, shocking service, no empathy, whatsoever, just offered a further appointment for 5 weeks time

I can't really comment on the level of service or the competency of the staff as my appointments keep getting cancelled. I'll no doubt have to chase them up again in another 6 weeks to rearrange.

I was referred here at the end of September and yesterday had my 2nd cataract surgery. From start to finish the care and attention has been first class. Thank you for helping me gain some if not all of my eyesight back. Highly recommended

Waited with my wife for 1hour passed appointment time, no notification saying there would be a delay poor customer care. A notification relating the reason for delay would have been welcomed by my wife and several other patients who waited similar times