Healthshare MSK

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

Very good service.

Was refered to msk by my Gp,when i arrived the physiotherapist was speaking on the phone with her friend, she continued speaking on the phone completely ignoring me.asked me to bend down and that was my session.i asked how can she give me a sheet of excersise without knowing what was wrong with me? I asked for an mri and they refused.
I landed up paying £600 for a private Mri plus £100 for a consultation.

I was referred to this hospital by the NHS as they had a backlog of patients due to Covid. I did not hear anything from Healthshare and could not get in contact with them. I know that this company is getting paid a lot of money by the nhs to take on their patients and lighten their workload. It's appaling that they are not doing the basic job they are supposed to be doing. In the end I had to get booked at a nhs hospital again because I heard nothing from Healthshare.

Regret, that I didn’t read feedback before I went to Healthshare MSK. Over year - nothing towards healing procedures. Appointments and promises. Devendra Kumar - I don’t know what is specialist area - in 10 min he checked- eyes, bowel, arthritis, endocrine system, neurotic, mental health - healthy, done. Send me to Pilates class 1h travelling from home using 2 buses 🙈 done, “I hope you are going to leave good feedback “ he said … Looks like scam. All against a humanity. Who is reading that I wish you good health and you don’t need to see people like that.

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, saying "It would be best that you call again later on in the week, or next week". It seems that staff morale is extremely low, and that their management couldn't manage their way out of a paper bag! It's us as the patients' that are suffering in pain while we wait for them to get their act together; if that even possible. Avoid them at all costs if you can and ask your GP to refer you elsewhere, which is exactly what I'm going to do.

*UPDATE* Just when I began to trust these people because all was running (seemingly) smoothly, they f**ked me over AGAIN. After waiting almost three weeks, after having the initial ultrasound on my shoulder, for steroid injections I was told that I should have gone for an X-RAY before having the procedure! Well guess what, the results of the X-RAY will take two to three weeks. Now correct me if I'm wrong, there's a definite LACK of communication going inside this horrific place.
So now I've another three weeks of pain to enjoy (not).

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!

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.

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.....

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, here is the text message confirming my appointment time so do not tell me that I am late.
These people should be ashamed of themselves, Healthshare MSK is not fit for purpose and it is giving the NHS a bad name. The attitude of all of their staff is wrong and it is completely unfair to try and shift to blame onto patients instead of taking responsibility.
I hope they lose the contract and free up the space for another company to provide decent care to those in need.

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.

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.

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?

What a waste of the tax payers money. Ive had a severe neck pains and was referred by GP and given a appointment after 3 months, I had to tolerate the pain for that long, once i got the appointment, i was told to strech more, Its been 6 months, no progress. The physio on the phone, wont see you, just make a guess over the phone and come across a know it all.
Absolute disgrace from the NHS.

I had never heard of this but got a letter to make an appointment. I cannot travel to tried to find out what other places they had nearby as it maintains you can self refer. You can if it is physiotherapy but otherwise it is your doctor and it would appear they had informed the local hospital but they are pushing people onto this company, so in other words they become NHS and we pay for that. Who would know? I now have to back track to my GP who hardly function anyway who will no doubt do the same thing again. So ignore that it says 'self refer' it might for one thing and if you call it is not the hospital or place it is a person in their home who just makes the appointments.

I cannot say just how dreadful this service is! If your GP refers you to it, do whatever you can to ask for another service provider. I developed a shoulder pain mid August and as it wouldn’t go away, I saw my GP who referred me to a physio. That was in September. I was given a telephone appointment on the 10 November. I waited patiently and eventually day arrived. I was called by a man who didn’t give his name but told me where he was from. We agreed on a protocol - he was sending me leaflets with suggested exercises for me to do, follow up appointment on 2 December and if exercises did not work, he would refer me to a physio for appointment. Well, he never sent anything, I left messages for “man I had an appointment on 10 November with” as I had no name... Unsurprisingly, no one ever called back. Today he started to ask how was I after the exercises and I stopped him and challenged him about the fact that nothing was sent. I asked for his name (Sridhar Gupal) and he gave it, I then asked for his line manager/supervisor or head of department name, but he declined. I asked to have an appointment made for me, but he declined. He then told me that he needs to speak with his supervisor and will call me in “2 minutes”. One hour and 10 minutes later he called and offered to send me a link with a feedback form! He refused to share any names of anyone in charge of this organisation, he refused to give relevant PALS information, refused to make appointments, or give ANY names or contacts relevant to this organisation and service. I will be making further formal complaints and checking if this person is even qualified! As a NHS professional, I have never made any complaints, and totally understand all pressures. However, this is beyond appalling.

For the first time in my life I’ve now booked an appointment with a private provider and I’m now totally convinced that this the way we, the patients, are going to be driven to privatised NHS. Heartbreaking.

I don't really know how I ended up in between the hands of MSK, it tooked me almost 4 months to get an MRI appointment, after that 2 months wait to tell you what you have and when they speak to you I had someone without any communication skills. The physio I had this morning on phone spoke to me like I was a doctor with all these medical terms and like I was aware of my diagnosis already! ... I am decided to speak to my GP and know the reason why he reffered me to unprofessionals. Just a waste of taxes payers money nothing else.

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