the service has vastly improved. The staff are a credit. Very friendly and caring . I'm very impressed with the progress Ross Care have made . The centre has been revamped, decorated in vibrant colours . You can tell that they care. Brilliant.
comes first with this company with the patient coming below the company & their staff just like it did with Opcare but Rosscare are worse than they are!
They don't return phone calls in a timely manner & then pretend they've only just got it several days later, they encourage patients to sign forms that they shouldn't, they only have one clinical lead covering the whole of the UK, this is why patients are having to wait longer than is acceptable to be seen & then their appointments are cut short because Rosscare have booked too many in for that day & then have to return for a second appointment to finish the first one off.
Their senior staff member is covering several branches, he doesn't return important emails relating to my son's care or phone messages & their staff claim that they never know where he is & claim they don't have a contact number for him, which I know to be untrue.
Their Blatchford engineers are poorly trained & refer patients to their website for equipment operating instructions which are not on there when you try & find them.
At the moment they could be in breach of duty regarding my son & are failing to carry out assessments properly. We know of members of their staff who have had enough already, one being a therapist & that's only what we know of.
They use cheap inferior materials, Blatchford produce poor quality equipment & position buckles & cams in almost impossible locations which the disabled cannot operate. They are not a fit & proper company to be running an NHS service & are not giving the tax payer good value for money, duping the CCG in the process, when are the CCG going to act as they claim 'to put the patient first' according to their website.
I've also let my MP & local Councillor know what's going on with Rosscare but I've heard nothing from either of them.
Further review 19.6.20: submitted by same writer as anonymous review dated 6.3.20
We complained to Rosscare regarding their breach of duty, their encouragement to sign forms that breach the Data Protection Act, poor assessments by their therapists, confusing information, their sub standard equipment & service, their not returning phone calls & not responding to urgent emails/messages.
They have just responded after 47 days of investigating themselves.
They haven’t taken our complaint seriously & ignored certain issues.
If you find yourself in a position to make a complaint our advice is :
You’ll have to go through their complaints process, study their response carefully, email rather than phone them if possible, always ask them questions in all emails to ensure a better chance of a response (but even that won’t guarantee a response from them), take legal advice although the Ombudsman is probably the better option, some solicitors will help with this & legal aid is a possibility for this, copy in the CCG, your local councillors & local MP to all emails, be prepared to take things further because you’ll have to.
Feel free to contact me if you think I can be of any help
Response from Regional manager, Ross Care Calderdale, Greater Huddersfield and North Kirklees Posture & Mobility Service
Thank you for taking the time to post your comments regarding your recent experience - we are obviously very disappointed to hear of your experiences.
Working with local Clinical Commissioning Groups we are committed to ensuring all clients are provided with quality equipment that fully meets their assessed needs.
Ross Care work in partnership with Blatchford to deliver a customer experience that goes beyond expectations and further information can be found in our customer service charter https://www.rosscare.co.uk/policies/.
I would encourage you to write to us with specific details of your complaint so that we can work with you to address your specific concerns.