My NHS trust is now outsourcing the service they have previously given to users of hearing aids. Their service was always excellent. Scrivens was on the new list pf providers, so I gave them a ring. I waited for an operator for 20 minutes. The woman who answered clearly was not aware of their NHS services and kept putting me on hold whilst she asked somebody else. After painstakingly taking all my details she tried to give me an appointment for 3 weeks hence. I explained that the NHS never left anyone without hearing aids for more than 24 hours. I asked if she find another branch that had an earlier appointment and, as this was taking so long, would she mind ringing me back? 24 hours later another person rang for further details. By this time I had found another provider who had given me an appointment within the w2eek.
Original Comment Report...

Scrivens took over Lancaster and Thorpe in Ripley and, ever since, the standard of care seems to have decreased and the pushiness about buying new frames has increased. On my last visit, the 3 women employees at reception talked non-stop for a 20-minute wait. I can tell you all about their problems of house buying and their friends similar problems! I then had my hearing test which was a joke. If the person doing the test stands in front of you visibly clicking the handset to produce the sound you are meant to hear and in a regular rhythm, you will 'hear' them all!! Oh well, they did originally look after eyes!! The next period of waiting to the see the optician was spent listening to a conversation about a patient – well, at least they were working by now. Following a phone call to him, I could tell you his name, postcode and phone number. Patient confidentiality? Data protection? I think not – it’s worrying. Next thing, one of the receptionists tells me we will now look at new frames. This is before I have had my eyes tested. I point out that I had new frames approximately 2 years ago and my prescription might have remained the same. She tells me we should look anyway. I didn’t and my prescription, when tested, hadn’t changed. This isn’t the first time I have had pressure to change my glasses. It just feels like a commercial enterprise – there is no personal care. In addition, there are many people who would just like to be referred to as Mr ____, Mrs ____ or Miss___ but not sweetheart, darling, my darling, my lovely or any such variation. Courtesy is important. They just need to make the whole business more professional.
Original Comment Report...