Healthshare MSK

Do not waste your time using Healthshare MSK. When I went for my initial appointment the physio I was seen by was actually very good, but after carrying out an ultrasound on my shoulder he told me what I already knew; which was that I have a frozen shoulder. He then went through my options as to how to treat it, and after he had explained them all I opted for steroid injections. He then escorted me back into the waiting room, so he could be there while I made the appointment with the receptionist. Well guess what, there was no one at the reception desk! He then advised me to call them the next working day, which I did. After around 40 minutes of being on hold I got through to someone that sounded like they'd rather be anywhere else in the world than at their desk helping people". I stated that I needed to make an appointment to have the injection (s). I was then told that they didn't have couldn't see anything that was available for the next four weeks. I then suggested that they look to see what's available after that time. It was then that they began reading from the script

It took over a year to convince the physiotherapists to see me in person, after receiving an incorrect diagnosis and treatment over the phone. I wasnt believed when I said the exercises weren't working. Once I managed to convince someone to give me a physical appointment it was a 5 months wait. Then, I was given a different diagnosis and told I needed an MRI (in a good but very rushed appointment where the physio again didnt believe me when I said what hurt and didnt). After being referred for an MRI it took a further 2 months to receive it. I am writing this as I wait for my MRI. I was told to arrive 15 mins early. It is now 15 mins past my appt time and still waiting. Clinic seems to waste money on the wrong things and NHS patients very last priority. I have been in pain for 2 years due to their poor service.

I had ultrasound today at Healthshare and I am happy with the whole process. Appointment happened on time, Doctor treated me with respect and was making sure I am feeling comfortable

Texted me asking to go to their clinic, when I arrived it was closed due to covid. I raised this poor communication in my feedback after the session and was given no response. Practitioner seemed bemused by the poor communication - I assume it happens a lot.So I had what turned out to be a phone consultation while I was in the hospital hallway. Being asked to touch my toes etc, asking personal lifestyle questions etc. As it had taken me months to get this appointment I peresevered with the consultation - all my info should have been passed on by my GP. I was then prescribed a .pdf of stretches. Excellent. Same stuff I had googled months before.

My review includes this update after I received today a thorough apology via telephone from Brent at Healthshare MSK.I have accepted the apologies made to me but I have decided for both transparency and in the hope that it helps to improve the patient experience that I should include my original complaints made after I attended one of the clinics for an appointment but was not seen due to a cancellation that I was not aware of.Below is the review written on that day.Healthshare MSK do not care about patient health, they care more about their own text message and email system which is not fit for purpose and sends patients to appointments at incorrect times and wrong addresses.When things do go wrong the blame is always put on the patient, I have just been given the blame for their mistake myself, first I was told that I did not have an appointment, then I was told it was at a different clinic and finally I was told that I should have received a cancellation SMS (which I did not) all these excuses in less than five minutes. They obviously do not know what they are doing. I did receive over the days leading up to my appointment several confirmation SMS.While I was trying to explain my issues at reception another patient was told by a practitioner, you are very late" she defended herself by saying

Awful service. I was refered to the Uxbridge clinic. Very long waiting times and they are constantly cancelling appointments and moving them further away! So far I've waited 4 months and they just cancelled again moving my appointment to an extra month away, meanwhile I'm in Awful pain. The lady who keeps calling to cancel the appointments Emma Foster is also very rude on the phone, absolutely no customer service skills, needs further training! I would give zero stars if that option was available!

Don't waste your time on this useless service. They told me what I already knew - damage to the bones in my neck and a pinched nerve. The advice from an hour's appointment was move and stretch more (I've been doing neck exercises for years). The Physio was very nice but they won't provide any hands-on treatment. I waited over 7 months to actually see anyone (including numerous frustrating phone calls and emails) and months even after a telephone consultation assessed me as needing a face to face appointment. Why is the government wasting public money on this?

My mom had a scan appointment that was due on the 23rd of November which got cancelled due to a member of staff being sick. So far this is fine, we understand the current state of things and that shortage of staff is quite common for hospitals and that they do their best to keep up with the number of patients - for which we are extremely thankful.However, the issue is that when I called to reschedule the appointment I was told that the earliest available date is the 8th of February. This is over 2 months after the initial scans date. How is that possible? Those scans are necessary for the doctors to make a decision on her condition and suggest accurate treatment. And now we need to wait for an extra over 2 months for her to get the treatment that she will need. This is absurd. What would the need for this examination be after such a long period of time? Surely they don't just expect people to feel unwell for over 2 months and go about their day with kidney stones (actually there is no way for us to know if it is kidney stones until the scans are done... oh wait)?Just to add, the lady on the phone was very nice and she did her best to explain the situation and why things are the way they are.

Second time I got sent a Covid questionnaire because “ my appointment is coming” whereas I never got t know WHEN is my appointment!So I am supposed to fill a form for an appointment I don’t know where and when it is happening, and will then miss an appointment I have been waiting for …9 months!Such a disgrace , the pain building on top of the pain

I was supposed to have the first session today in a GP practice in Balham the practice did not know about the appointment and with me there were other 2 people waiting for physio 2 were booked at the same time but the biggest issue was that the physiotherapist did not turn up and I received the notification a minute prior my appointment booking. The service was a disaster so if you have an appointment booked with this service take into account that they will cancel it at the last minute. They asked to submit a complaint on the website but I don't think manager are doing their job properly... I am shocked.....