Veincentre Reviews

Name: Veincentre
Address: Unit 5, Lyme Vale Court, Parklands, Stoke-on-Trent, Staffordshire
Rating: 4.86

4.9 Rating 1,064 Reviews

97 %

of reviewers recommend Veincentre

4.9

Based on 1,064 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
On-time Delivery	Greater than 91%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

03334 553 378

Email:

patientcare@veincentre.com

Location:

Unit 5, Lyme Vale Court,
Parklands,
Stoke-on-Trent
Staffordshire
ST4 6NW

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The people I dealt with were very nice. The only issue I had is they advised that it needs to go into the vein to work and the chance of them getting the vein could be as low as 20% leaving it a high chance it may not work. I don’t recall seeing this information at all on the website or before I booked the assessment and felt that all details aren’t given before handing over £250 for the assessment.”

Helpful Report

Posted 10 months ago

Good morning Tara, Thank you for reviewing your experience and we are so sorry it left you feeling uncertain. We would like the opportunity to discuss this further with you and answer any other questions you might have. Our Senior Patient Adviser will be in touch with you soon but if you wish to speak to us beforehand please call us on 01782 753960. Best wishes, Emily

Posted 10 months ago

“Firstly had to wait a while, then I was scared silly when a previous patient was being attended to in the waiting area, having her bloody stocking adjusted as it was too tight, in front of me, maybe out of sight of new patients would have been better? I had thought of going home again at the sight of this. The room itself was very hot, no air or windows open and the fan was blowing on the doctor only. I was only there a maximum of 30 mins with the doctor. It seemed very quick for £250. I wasn’t given any literature or patient information pack, that I should have been given. I didn’t realise when booking my treatment appointment I would have to pay a £500 deposit, so far I’ve paid £750. I contacted the centre after reading the email that arrived that day which said I should have received a patient information pack and I requested one and also had some additional questions. I didn’t actually receive a reply to my email, I had to resend it and finally received a call 8 days after my query. I think they’d forgotten to send out the information pack as Lisa said she’d post another one out and I have only actually received one now, if she’d already sent one surely two would have arrived now? So far, considering I’m paying for this service, it hasn’t been as good as I’d hoped. And I’m only posting this because you’ve asked me for my opinion on the service received. If you hadn’t asked me, I wouldn’t have said anything.”

Helpful Report

Posted 11 months ago

Good morning, We are really disappointed to read your feedback however appreciate you making us aware of your experience. It's worth saying that a consultation is always around 30 minutes, which is the right amount of time for the colour duplex ultrasound scan, discussion of your results and personalised treatment plan. That said, you should have received the information we promised and can only apologise for this. We would like the opportunity to follow up with you and address these issues and also ensure you feel content with the next steps. With this in mind, perhaps you could contact us on 01782 753960 and ask for the Senior Patient Adviser. Best wishes, Emily

Posted 11 months ago

“The location, reception area and receptionist were all good. My appointment started 20 minutes late and i felt that i was a burden on the doctor, who sighed and said they had a lot on that day etc. As i was paying £250 for this appointment, I would have expected a bit more of a customer experience. I came out and phoned my husband and said I would not be using the Veincentre as did not feel comfortable with the doctor. I hope this feedback is useful.”

Helpful Report

Posted 1 year ago

Good morning Marion, Thank you for taking the time to review your experience with us. We are extremely disappointed to hear that your experience wasn't up to the standard we pride ourselves on providing. It is quite uncommon for appointments to start later than their scheduled time, although sometimes delays can be unavoidable. We are very sorry for any inconvenience this caused and also that you felt the way you did on meeting our consultant. We are aware that our team have contacted you already to discuss this, however if you have any further questions at any point please don't hesitate to get in touch. Best wishes, Emily

Posted 1 year ago

“I arrived 10 mins late for my appointment due to road works and road closures . I had travelled from Faversham which is quite a distance . Due to my being 10 mins late I was met by a very unfriendly staff member , a nurse I think . She did not bother to greet me and was most unfriendly . The woman concerned measured me for support stockings . I found the doctor and receptionist very friendly”

Helpful Report

Posted 1 year ago

Good afternoon Barbara, Thank you for your review. We are so sorry to hear about your experience with us. We're proud to provide a welcoming and friendly atmosphere, so we are disappointed that we didn't meet these high standards when you came to see us. We have taken your comments on board and will look into this to ensure it doesn't happen again. Our Senior Patient Adviser will be in touch with you to reassure you for any future visits. Best wishes, Emily

Posted 1 year ago

“Receptionist was lovely and made tea for me. The consultant was ok but I felt he didn't like me or have a lot of time for me. The assisting nurse interrupted the consultant continually, with her "advice".”

Helpful Report

Posted 1 year ago

Dear Mrs Egerton, Thank you for your review, we are pleased to hear your comments about our receptionist. We are very disappointed however to read that you feel this way following the appointment. We want our patients to have a good experience in our clinics, so we are disheartened to find out that this was not the case for you. Our clinic manager will be in touch soon to discuss this further and try to provide a resolution for you. If you would like to contact us in the meantime however, please give us a call on 01782 753960. Kind regards, Emily

Posted 1 year ago

“The Consultation was first class. Problem is afterwards after reading booklet and queries that arise I cannot get back to speak to the people at Nottingham Ropewalk. I'm constantly side tracked to a call centre. Very ipsettimg@!”

Helpful Report

Posted 1 year ago

Good afternoon Mrs Palmer, Thank you for leaving a review, we are pleased to hear that you had a good experience at your consultation. However, I am sorry to hear that you have since had difficulty getting in contact with our Nottingham Clinic. All patient queries are dealt with by our dedicated and highly experienced patient advisory team at Head Office. Our clinics are only open on certain days of the week, so it may not always be possible to speak to our clinic teams. We hope the above helps, but please don’t hesitate to contact us to discuss further on 01782 753960 and ask for the clinic manager. Kind regards, Emily

Posted 1 year ago

“Staff were great but results not”

Helpful Report

Posted 1 year ago

Good afternoon Deborah, Thank you for taking the time to leave a review. We are really glad to hear that you are happy with our service from a staff perspective. We pride ourselves on providing the best service possible, so it is always great to receive this feedback. We are disappointed to hear that you are not happy with the results of your treatment. Our clinic manager will be in touch soon to discuss further with you on the back of your review and provide you with the appropriate advice on the next steps, however if you would like to contact us sooner, please give our patient advisers a call on 01782 753960 and ask for the clinic manager. Best wishes, Emily

Posted 1 year ago

“The receptionist was most welcoming but sadly I had to wait over 40/45 mins beyond my appointment time. This made parking and transportation problematic. The price quoted online was significantly less than the price quoted during the consultation for the same procedure? The consultant, nurse and consultation generally was both thorough and professional.”

Helpful Report

Posted 1 year ago

Good morning Carolyn, Thank you for taking the time to leave a review. We are really sorry to hear there was a delay with your appointment. Appointment delays are rare but sometimes, unfortunately unavoidable. We will have a look into this to find out the reason for your wait on the day. In terms of our treatment costs, I can confirm that our prices are up front and fixed, and those prices you see on our website are exactly what we charge, we do not have any hidden or unexpected costs and this is something we pride ourselves on. Our clinic manager will be in touch soon to discuss the issues you’ve raised further and to also try and understand the confusion regarding costs and clear this up. If you would like to speak to somebody sooner, please don’t hesitate to give our patient advisory team a call on 01782 753960 and ask for the clinic manager. Best wishes, Emily

Posted 1 year ago

“The actual appointment went smoothly and was very informative. What I am disappointed about is the Dr informed me I would be able to continue treatment 4-6 weeks. When I called to make that appointment, I was told there were no spaces available for a 90 minute appointment. I asked if I could see someone else, they said not or transfer to another veincentre, they said not. I feel I was misinformed, I have paid £250 and have nothing to show. Had I known the timeframes I would have gone elsewhere.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for taking the time to leave a review. We are glad to hear your consultation ran smoothly and that you found the appointment to be informative. With regards to appointment availability, our wait time is usually no more than a few weeks. However, as we begin to approach the summer months, our clinics do get very busy due to high demand and can get booked up quite quickly, so we apologise that there was no availability within your desired time frame at the time you called. Having had a look at our diary, we do currently have appointments in May. Please note however that we work off a live booking system therefore appointment availability can change quickly, but if you would like to go through the dates with a member of our patient advisory team please don’t hesitate to give them a call. We continually review patient demand and request additional dates from our consultants, although due to their busy NHS schedules, this is not always possible. However, we do all we can to address and improve our availability when there is demand. We will always do our best to help our patients find an appointment that suits them, so we would be keen to help you find a date that works for you. Please get in touch if you have any questions or you would like to discuss anything further with the clinic manager. Best wishes, Emily

Posted 2 years ago

“I attended a consultation last July. I was very nervous as I am very conscious of my legs however I had saved hard & decided to go for it & change my life. The clinic was very nice, I arrived on the hottest day of the year & was quickly offered water etc. I was however very disappointed with my consultation. I wasn’t made to feel comfortable & if I’m honest I felt very rushed, the consultant didn’t seem positive & quickly told me all of the cons of treatment & rushed through any questions I had. Eight months on I have still not had treatment despite being so excited to book in prior to my appointment.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for leaving us a review. We are sorry to hear that you are disappointed with your consultation, we pride ourselves on providing a comfortable atmosphere for our patients and ensuring that the consultation is thorough and informative, so we apologise that you didn’t feel this was the case. It is important that our Consultants discuss every aspect of the treatment process including the risks to make sure that you are fully informed before consenting to treatment. However, we apologise that you felt your questions were rushed. As your name is not on this review we can not locate you on the system to call and discuss this further. It would be great if you could get in touch with Jason Pallas-Bentley, our Clinic Manager for London & South East either by phone 01782 753960 or by email on patientcare@veincentre.com. He would be more than happy to discuss this further with you and answer any questions you have, in order to restore your confidence if you are still keen to have treatment with us. This would include organising if you prefer to see another Consultant. We look forward to hearing from you. Best wishes, Emily

Posted 2 years ago

“My first telephone consultation assured me that being on a form of medication ( apixaban ) would cause no issue to my objective of having varicose veins cosmetically enhanced . This was not the case. When I met the consultant, he confirmed the opposite even stating I was a complex clotter and “ maybe a risk of losing a limb “ if we were to progress. To date , I have not been refunded. I must emphasise however , the consultant was professional, assuring and empathetic. His communication and SME feedback was excellent, To date however , I have not been reimbursed my initial £100 phone consultation”

Helpful Report

Posted 2 years ago

Dear Mr Tully, Thank you for taking the time to leave a review and we are sorry to hear of the above. We are unable to discuss specifics due to this being an open platform, however please be reassured that our clinic manager is looking into your situation and will be in touch soon to discuss the next steps. With regards to the refund of your £100 deposit, as a gesture of goodwill the refund will be processed for you, please note it may take 3-5 working days to show in your account. As mentioned, the Clinic Manager will contact you soon however if you have any questions in the meantime please contact our patient advisory team on 01782 753960. Best wishes, Emily

Posted 2 years ago

“The three staff were friendly and helpful. My appointment started half an hour after the scheduled time. I received an agreement whereby my address (on the letterhead) did not align with the envelope window, so the post office had torn off the corner to read my address - so others in my house now know about my treatment - which is not what I'd wanted. The treatment quote references £100 reassessment follow up meeting. This was not itemised on the price list I received before or after my appointment, or mentioned at any time during my consultation. I feel it contradicts your brand claim to be completely transparent about costs.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for taking the time to leave a review. We are happy to hear that you found our staff to be friendly and helpful. However, we are sorry to hear of the other matters you have raised. We apologise that your appointment start time was slightly delayed. We appreciate that this can be frustrating, and whilst we do all we can to ensure appointments run on time, delays can sometimes be unavoidable. Thank you for making us aware that your letter did not align with the envelope window. We are sorry that this wasn’t corrected prior to your letter being posted. That is something that we will address internally. The £100 reassessment fee is detailed in full on the website and is also contained within the treatment quote letter, so we believe that those are as transparent as possible. We would be happy to discuss things further if you wish, our head office number is 01782 753960. Best wishes, Emily

Posted 2 years ago

“Staff polite and helpful. Felt disappointed with 30 minute consultation with little feedback on existing levels of circulation. Expected more information on current levels of deterioration, instead was taken through surgical procedure process and possible complications, I had already read on line. I expected more clinical information in the letter. Surely this would have been included in a GP letter? Margaret Stafford”

Helpful Report

Posted 2 years ago

Dear Mrs Stafford, Thank you for taking the time to leave us a review. We are glad to hear that you found our staff to be polite and helpful, but we are sorry to hear that you feel disappointed following your consultation. We are unable to discuss specifics as this is an open platform, in line with GDPR. However, our consultants always discuss the findings of the scan as part of the consultation, and this is always documented in the appointment report. It is extremely important that as well as discussing the recommended treatment, the risks are explained in full. Although the risks and complications are rare, we are open and honest to ensure that our patients are fully informed of everything before going ahead with treatment. We've passed this over to the clinic manager, who will be in touch with you soon in order to discuss things further in more detail, but if you have any queries in the meantime, please don’t hesitate to contact us. Best wishes, Emily

Posted 2 years ago

“The consultation went great! But a little confusion with the cost of the treatment needed. Telephoned the help line but they were a bit vague. Hopefully this will be rectified when I receive my treatment.”

Helpful Report

Posted 2 years ago

Dear Mr Ord, Thank you for taking the time to leave a review, we really appreciate it, and we are glad to hear that your consultation went well. We are sorry to hear that there has been some confusion regarding the cost of your treatment and that your query wasn’t answered when you spoke to our patient advisory team. We will ensure that this is passed over to the clinic manager to have a further look into and will arrange for someone to be in touch with you soon to answer any questions or queries you may have prior to your appointment. We will also confirm the cost of your treatment so that you know exactly what you will be paying in advance of the date of your treatment. If we can be of any further assistance in the meantime, please do not hesitate to contact our patient advisory team on 01782 753960. Best wishes, Emily

Posted 2 years ago

“Hi, I was a bit disappinted, to be honest, I felt it was a bit rushed I was never shown any scan results , and also have a history of the condition . They also advised me that having a D.V.T 10 years ago was not in my best intrest I was led to believe that with all the new treatments this could be possible. so with charged £250 only to be told I can't have the procedure was a bit excessive. I have since contacted another clinic for a second opinion I would think a refund of some sort would be acceptable Regards Mr P.Rice”

Helpful Report

Posted 2 years ago

Dear Mr Rice, Thank you for taking the time to leave a review, we are sorry that you are not happy with the service provided. Our consultation always includes a scan which helps our consultants to confirm whether or not treatment is needed or can be carried out, and unfortunately in your case, our consultant felt that treatment of the superficial veins would not benefit you. Due to the scan results and your medical history, the consultant felt that the efficiency of the treatment would be reduced, meaning that you wouldn’t get the symptomatic improvement that patients usually get from having the treatment done. We would not want to undertake treatment that may not help you, and although this may not be what you want to hear, the safety of our patients is our number one priority at all times. I do understand that this is disappointing as you want to be relieved of your symptoms, and I apologise that we are unable to help you any further in this situation. We've sent you the appointment report which details the results of the scan. If you do wish to discuss anything in more depth, we would be happy to contact you, or alternatively you can give us a call on 01782 753960. I wish you all the best. Kind regards Emily

Posted 2 years ago

Veincentre is rated 4.9 based on 1,064 reviews