Name: Veincentre
Rating: 4.87

“Consultant was rude and patronising. Procedure poorly explained. It was assumed I would be booking treatment rather than having an open discussion. Approach felt unprofessional.”

Helpful Report

Posted 5 months ago

Good morning, Thank you for taking the time to share your feedback. We genuinely regret that your recent experience with us did not meet your expectations. Our team of consultants undergo an extensive training program to guarantee that each patient receives the utmost care during their visit to our clinic. It is disheartening to learn that we did not meet our usual standards in your case and can assure that we are committed to providing the highest quality of care to all our patients. We make it a priority to thoroughly explain all stages of treatment, covering costs, potential risks, and necessary procedures and strive to foster a two-way conversation to ensure that patients are fully informed about the path ahead. If, regrettably, this did not occur in your situation, we sincerely apologise. To address your concerns and explore potential solutions, we encourage you to reach out to our patient advisory team on 01782 753960. Please ask for the Clinic Manager, who will be more than willing to engage in a further discussion with you. Our goal is to find a suitable resolution that reinstates your confidence and aids you in moving forward with us and would appreciate the opportunity to address this matter. Best wishes, Emily

Posted 5 months ago

“I had to chase you to get a response to my web enquiry, including visiting the facility in Norwich.”

Helpful Report

Posted 8 months ago

Good afternoon, Thank you for taking the time to leave a review. We are sorry to hear that you had to chase us for a response on your enquiry, we always endeavour to respond to enquiries as soon as possible so we apologise that your experience didn't meet our usual standard. If you would like to discuss this further, please call us on 01782 753960. Best wishes, Emily

Posted 8 months ago

“Staff were pleasant and felt very welcome while having treatment although a year later to the date that I had treatment my varicose have reappeared and for the amount of money (£2600) I spent I was not expected these to reappear so quickly very disappointed and upset with this outcome.I would like to be contacted as where I stand with this matter”

Helpful Report

Posted 9 months ago

Good morning Maria, Thank you for leaving a review. We are very sorry to hear that your veins have reappeared following treatment and understand you're upset over this. We feel you would benefit from attending the clinic for another scan initially to see exactly what’s going on, and go from there. The Clinic Manager will be in touch soon, however if you did want to contact us in the meantime please give our patient advisory team a call on 01782 753960 and ask for the Clinic Manager for Southampton. Best wishes, Emily

Posted 9 months ago

“We found Dr Goode's bedside manners less than what would expect when you go private. When Dr Goode was doing the scan, I expected him to explain a bit of what he was seeing. I asked what can you see? He said I explain in a bit. But much later he showed us a drawing. Unfortunately in the past I have seen different consultants for other stuff privately. They are much more approachable than seeing them by NHS. He also said something which made me concerned late. Dr Goode said due to my veins being close to the surface, there is a danger burning the skin and leave a mark. Surely this is the case with everyone who decides to have this procedure done. Otherwise what's the point. Another word if you can't see them, you wouldn't put yourself through this. Put it this way, neither myself or my wife ( who was there with me) felt happy or assured when we walked out. It may be Dr Goode was having a bad day or didn't like me. And may be normally he is much more pleasant.”

Helpful Report

Posted 10 months ago

Good morning, Thank you for taking the time to leave a review. We are sorry to hear you feel this way following your consultation. I would like to start off by reassuring you that all of our doctors are highly experienced consultants who have many years of specialism in their field of treating varicose veins. As a company, and for all our consultants individually, we pride ourselves on providing the best patient care possible, and do our absolute best to endeavour that every patient feels comfortable in our care. Therefore we are really disappointed to read that you weren’t happy with your experience. Our clinic manager will be in touch with you soon to discuss matters further and answer any questions you may have, however if you wish to contact us sooner, please call our patient advisory team on 01782 753960. Best wishes, Emily

Posted 10 months ago

“I was happy with the consultation but not at all happy when I phoned up to make an appointment to have my veins done. I was told I needed to pay a non-refundable deposit of £500. When I asked what would happen if I was ill I was told it ‘would be taken into consideration’ with the implication being that the deposit wouldn’t be transferred to an alternative appointment. I think this is taking advantage of people. The procedure is an awful lot of money and I certainly didn’t go down this route half heartedly. The consultation itself is very expensive and the start of the commitment to the treatment. To be told that a £500 deposit paid for a booking is very likely to be lost seems unethical. I was also told at this point that the consultant I needed to have to do the procedure only worked one day a week which is highly inconvenient for those of us with full time jobs. At the time of phoning I said I wanted to speak to someone at the clinic I had attended. The person I was speaking to seemed very reluctant about this but did eventually say they’d get someone to call me - I have heard nothing.”

Helpful Report

Posted 1 year ago

Dear Mrs Gibson, Thank you for leaving a review. Sorry to hear that you are unhappy regarding the deposit. We would like to take this opportunity to explain things further. A non-refundable deposit is taken at the point of booking to ensure that we have commitment to the appointment as organised. We understand that there could be times where circumstances change, such as illness, and we would of course transfer that to a future appointment. The deposit is more to safeguard against excessive "no show" patients. Consultant availability, in some locations, is limited to one day per week. That picture does change over time and consultants scale up and down their availability throughout they year to cope with demand, whilst balancing their commitment to the NHS. We hope the above helps and our clinic manager will be in touch soon to discuss this further. Please do let us know if you have any other questions in the meantime. Best wishes, Emily

Posted 1 year ago

“Waited 25 mins to be seen, cold in the waiting room,was seen, staff friendly and knowledgeable, appt took 20 mins. Rather surreal experience. Parking is not ideal. Still awaiting emailed receipt for payment.”

Helpful Report

Posted 1 year ago

Good morning, Thank you for taking the time to leave a review, and we apologise for the issues you have raised. We appreciate your comments about our staff, and thanks for your feedback regarding the temperature of the waiting room, we will be sure to pass these on to the team. Unfortunately, while we aim to keep waiting times at a minimum, unavoidable delays with clinic may happen occasionally, but we are sorry that you experienced this. In terms of parking, we try to provide as much information as we can regarding the different options available, and we are sorry that you found the options to not be ideal. We appreciate the parking in the area can be a little difficult and we are are already looking into different options. We would be more than happy to provide you with a receipt via email and we can only apologise that you have not received this to date. We don’t automatically send receipts out, but we are more than happy to do this when requested. As your review is anonymous, please could you either call or email our patient advisers on 01782 753960 / patientcare@veincentre.com, who will be able to action this for you or discuss anything further. Best wishes, Emily

Posted 1 year ago

“I have still not received my report even after emailing to inform the centre . I was told i Would receive it within a week. I do not consider this good service. It does not give me much faith in proceeding with the treatment at a cost of almost 3 thousand pounds! I paid the £250 consultation fee in good faith . Now here I am almost 2 weeks later with no report. Not a good service I’m afraid!”

Helpful Report

Posted 1 year ago

Dear Mrs Bryant, Thank you for leaving a review and apologies that you have not received your appointment report. I can see that you attended for consultation on 2nd July, and I can confirm your letter was typed and posted out on 6th July, so I do apologise that you have not yet received this. I am unsure of the reason why you have not received it, it could possibly be a delay with the post that is out of our control. We can get this posted out to you again today and see whether you do receive it, and we can also email a copy over to you so that you are not waiting any longer. I hope that this helps, please feel free to contact us if you have any queries. Best wishes Emily

Posted 1 year ago

“It calls itself the Veincentre, I had a problem with my veins, They couldn't help. £250 wasted when I can ill afford it. Pleasant but useless. Should seriously think about changing the name.”

Helpful Report

Posted 2 years ago

Dear Mr Brown, I am sorry to read of your disappointment following your appointment with us. I have taken the time to read through all correspondence that you have had with us at Veincentre. Upon your initial enquiry, our team advised that we may not be able to help with your condition, however, you felt that the problem could be connected to varicose veins therefore we advised that the only way that we would be able to confirm either way, was to assess you in person via a consultation. I am sorry that we are unable to diagnose you but as our consultant advised, this is something that we are unable to treat at Veincentre as this is not a vein problem. I wish you all the best in seeking further medical advice from your GP. Kind regards, Emily

Posted 2 years ago

“Consultant was repetitive when I asked different questions, giving the same answer which led me to think he could not answer my questions. The consultant was unable to tell me what was the cause of my vein problem was therefore I was not convinced he was a specialist in the subject and felt my £250.00 was not a good investment. Xxxx”

Helpful Report

Posted 2 years ago

Dear Miss Truscott, I firstly would like to apologise that you felt your experience attending our clinic wasn’t what we aim it to be. We pride ourselves on giving the best possible care and ensuring that your experience is comfortable and informative, so it is disheartening to hear that you felt you didn’t experience the exceptional care that we always aim to offer. I would like to reassure you that all of our consultants at Veincentre are highly experienced, and undergo intense, specialist training with our Medical Director before they are able to run lists on their own. As well as working in the private sector, they work within the NHS and are therefore highly trained and knowledgeable within this field. One of our patient advisors will be in touch with you in the coming days to find out if there is anything we can do to help you. However, if you would like to contact us yourself, please call us on 01782 753960 and we will be more than happy to help you. Kind regards Emily

Posted 2 years ago

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