CHEC Reviews 106

Michael explained everything in great detail which has not happened in the past. He was very informative, professional and kind.

Always minor teething issues with everyone you use, but really liked CHEC, professional, easy to use and a busy place....always a good sign. Had my left cataract on NHS but thinking of private in my right eye so i can get rid of glasses

Phoned CHEC today and as usual had to request a call back. Was called back by Poppy who was extremely helpful and efficient. Poppy has a friendly telephone manner which made it an extremely pleasant experience.

I was delt with by Poppy, who was very efficient and friendly. An appointment was arranged that meant I am able to attend two sessions in one day. A great service.

Poppy was a most helpful and jovial person to deal with,she was very efficient and professional, however I do seem to fall foul of your chaotic booking system. I was sent two letters for the same treatment but on different days,the receptionist at Westbourne said to just throw one away as you're here now. On another occasion I was sent to Christchurch despite booking in at Westbourne, where the receptionist told me " this sometimes happens " .On leaving Christchurch I asked when my next appointment would be and was told I would be contacted ,but that didn't happen. On calling the head office to arrange an appointment I was told I'd apparently requested to be taken off the register and didn't require anymore appointments? I subsequently made an appointment for April of this year but had to cancel it and the follow up one as my holiday flight etc. had been changed due to the conflict in the middle east. On trying to make another appointment I was told it wouldn't be possible as I'd already cancelled three in November. Where that information came from is another mystery as I most certainly haven't cancelled any appointments other than the recent ones in April.
If it wasn't for the very helpful Poppy, listening to my predicament I'm not sure what the next step would be.
Having said all this the care and services in these clinics is superb,I just wish the booking system was better.
Regards Mr.peter J Watson.

I attended CHEC Metro Centre in February 2025 for cataract surgery on my left eye. On the day of the procedure, I was informed there had been earlier delays, and I felt that my surgery was conducted in a rushed manner. Following the operation, the surgeon left the room immediately, and I was not given the opportunity to ask questions about the outcome or receive any post-operative reassurance.

Since the procedure, I have experienced ongoing issues with my eye. I was subsequently referred back to CHEC for a follow-up appointment; however, I found the attitude during this consultation to be dismissive and unhelpful.

Nearly a year later, I experienced a retinal detachment involving three tears, which required urgent surgical intervention. I have been informed that a likely contributing factor to this condition was the earlier cataract surgery. As a result, my vision has been permanently affected, and my eye will not return to its previous condition.

I am extremely dissatisfied with the overall standard of care I received, both during and after my initial surgery, and with the lack of appropriate support when complications arose.

Absolute joke 8 days trying to contact them. The moment they switch phones on you cannot get through held on for 2hrs and no connection to them. Recorded message says press 1 to get a automatic call back to save waiting they don't call back they don't respond to email from their message board on their website. On top of that I've had 2 appointments with them and they cancelled them each time. Hand it back to mayflower alliance they never cancelled an appointment and always answered their logins

I've had my cataract surgery today perfomed by Dr Azfal and his team at CHEC Coventry. Fantastic service, very pleasant people and the operation went smooothly I'm told. I want to express my sincere thanks and best wishes to everyone concerned, they were great. I would gladly recommend your clinic to any interested party. Thank you once again. Absolutely Brilliant service.

Absolutely horrendous trying to book a appointment been phoning for 3 weeks every time I've been on hold for one hour automatically get cut off ... Requested a call back seven times without success never known a lack of service like it

CHEC occupies an old shop in Bournemouth with the entrance shared with a barbers - not a very reassuring start.
I have the beginnings of glaucoma and have been monitored and treated by Bournemouth Hospital's opthalmic departmen for many years. A basic test is checking eye pressure - this was not done.
The lady who did the field test and eye photographs was very nice, but the equipment looked old and not comparable with my usual High street opticians, who do the same tests.
I booked my next appointment in the shop, but received emails asking me to book a follow up appointment. This appointment is with a clinician/doctor and I feel very apprehensive.

I can only agree with all the other negative comments about CHEC. Response time on phone appalling. Curiously when I pressed the options for "new private customer" my call was answered immediately! Fancy that. Show the company's priorities. They shouldn't have an NHS contract.

What went right?? I wrote to CHEC customers services to complain about my appointment with an eye technician on 11th February. I still have not had a reply. I filled in the customer survey with similar comments & never heard a word. The technician who conducted my appointment was rude, abrupt & unprofessional. I think it is in the CHEC's interest to know what happened. You cannot get hold of any one on a phone as I have tried numerous times. I just think they do not care at all. Worse than disappointing.

This company is not fit for purpose. Over an hour wait for my phone call to be answered or for a callback. Lack of available appointments even though I was told I needed a review within a few weeks.
Head Office manager failed to return my phone call even though I was told she would phone back the same day.

I am only applying 1 star as you can't give zero.
I was referred to CHEC dermatology dept with a possibly dangerous condition and was told I would be contacted by CHEC by a specific date; if not, to phone them.
As I had heard nothing by that date, I phoned them. Stayed on the line in a 'queue' and after an hour the line dropped. Tried again, and opted for the automated system for a callback 'We willl ring you within 3 hours'. They didn't. Tried this several times over the next few days even ringing before 8am 'Our department opens at 8'. Rang at 08:01 no luck.

They even trotted out the ubiquitous lie
'Our team are unusually busy dealing with other patients'.
At 1 minute after you opened the lines?
We all know this is a lie used by many corporations to cover their lack of investment in customer service resources.

Somewhat optimistically I submitted their online contact form hoping this wouldn't be ignored. Nothing.

In a nutshell: Are CHEC good at the medical side of things? At this rate, I may never know.
Are they good at customer service?
No, on this experience, one of the worst organisations I have ever had the misfortune to be forced to deal with.
postscript: I even contacted my GP surgery to ask if they could contact them assuming they woulda have a medical practice direct line. Surgery advised they too only have access to the public number I used.

Frightening and unnecessary "outcome" letter

I was referred by my GP for possible skin cancer and attended a chec clinic where a young woman took photographs of my lesion. She told me they'd be sent to one of their dermatologists for analysis and id receive a letter with the outcome in a week. Today I received a one liner email with the "letter" attached. It had my name at the top but no "Dear Mrs...." It began with "diagnosis - suggests [the worst type of] skin cancer. Then it went on to say I'd been "upgraded to urgent" and will be contacted by my local hospital.

I've now got to wait up to 2 weeks to get a call from the hospital and in the meantime go out of my mind with worry as I suffer with severe health anxiety. There was absolutely no value in sending me this letter as I had already been told I was going to be contacted by the hospital, where I will see a dermatologist face to face.

What do these people actually *think* someone will feel like when they receive an email like this??

I had an extremely bad experience at CHEC Health Centre Ilford and I strongly do NOT recommend this place.

First of all, when I was called from the waiting area, the staff member spoke in a very low voice from far away, standing hidden near a corner. I could barely hear my name being called. This is totally unprofessional and confusing for patients.

During the upper endoscopy procedure, the device was wrongly inserted into the side of my mouth. It got stuck, and instead of stopping immediately, the staff member tried to push it several times. Only after that did he realise it was in the wrong position, pulled it out, and reinserted it correctly. This caused significant pain in my throat, which continued even after the procedure finished.

After the procedure, I was told to wait on a chair next to the entrance door, not in a proper recovery or resting area. I was dizzy and uncomfortable. I asked for tissues and was told rudely, “It’s in the toilet, go and get it yourself.”

I had been fasting for more than 10 hours for this procedure, and I am diabetic. Not even basic care was offered — no water, no checking how I was feeling, nothing.

On top of that, the equipment used looked very old and outdated. The endoscopy tube was very thick compared to modern devices, which made the whole experience even more painful and unpleasant.

Overall, this was a very bad and unsafe experience. The staff were careless, the equipment was poor, and the patient care was almost non-existent. This centre should seriously review its standards. I will not return and I do not recommend this place to anyone.

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## Version 2 – Very Aggressive / Harsh (If you want it really unpolite)

This was one of the worst medical experiences I have ever had.

From the moment I arrived at CHEC Health Centre Ilford, everything was unprofessional. The staff member who called me spoke in a very low voice from far away, almost hiding, and expected me to magically hear him.

During the endoscopy, the device was inserted wrongly and got stuck in the side of my mouth. Instead of stopping, the operator kept pushing it multiple times like he had no idea what he was doing. Only later he realised the mistake, pulled it out and reinserted it. This caused real pain and throat injury.

After the procedure, I was dumped on a chair next to the entrance door like a piece of furniture, not in any recovery area. I was dizzy, weak, and when I asked for tissues, I was told to go to the toilet and get them myself.

I had fasted for over 10 hours and I am diabetic. No water, no care, no concern at all for my condition.

The equipment was old, thick, and clearly outdated. This is not what a modern medical centre should be using.

This place is careless, poorly managed, and shows zero respect for patients. I genuinely felt unsafe. I would strongly advise people to avoid this centre and go somewhere that actually knows how to treat patients properly.

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The only good there was One female staff member in the procedure room was the only person who treated me professionally..

After making a previous complaint about their terrible eye care, instead of putting things rightm I have been victimised by another traumatic experience with one of their eye doctors.
Use the Blackpool branch AT YOUR PERIL !!

Received MSG on 1st February 26 advising they would be contacting me. Today at 9am 12 February 26 clicked on the link provided to commence treatment by providing photos of my determology problem. Tried and tried to upload without success. Rang the number provided they have promised to return my call. Not impressed. The initial impression is that CHEC provides a service in so many areas of the U.K. could this be an early sign they are unable to cope ALREADY. THEY ONLY COMMENCED IN ESSEX 12 days ago less 2 weekends so operational for only 8 days.Not good

They are absolutely crackers. We get about 4 letters for one appointment. The opticians are ok but the receptionist havnt a clue