We would like to thank you for leaving a review and we apologise that your experience of the service has not met your expectations. Thank you for acknowledging that the care has been useful and good when it goes as expected. At Eleos Clinic, we prioritise patient care, safety, effectiveness and choice. Whenever specific concerns or complaints are raised, we would prefer to respond directly to patients to understand why care has not gone as expected. Please let us know if you would like to discuss your concerns as we would like to understand these further, and ensure you are receiving the support you need. Our team are all dedicated to supporting patients, especially children facing mental health challenges. With any feedback, we are also committed to the ongoing improvement of the service we provide to all patients. We are truly sorry to hear about the issues you have encountered during your visits. Your feedback regarding prescriptions, continuity and appointment scheduling is important and we will work towards addressing these with you to improve your patient experience. Please accept our apologies for any inconvenience or stress this situation has caused you. We are committed to addressing these concerns and implementing measures to enhance your experience at our clinic. Here are some steps we are taking as a clinic: 1. Enhanced Communication: We will work diligently to improve our prescription management processes. We currently track all our posted prescriptions to ensure they reach the pharmacy as intended. We are now working with pharmacies that offer a high-quality and reliable concierge service with free delivery to your home address. Patients prefer this service as it ensures they receive their prescriptions in a more timely manner, as sometimes nominated pharmacies will delay the process due to not being able to locate prescriptions, or due to stock issues. Please let us know if you would be interested in having this option or you wish to update your nominated pharmacy. We will also offer this to all of our patients on medication as an option. 2. Continuity of Care: We understand the importance of seamless transitions between clinicians. New clinicians working with patients have access to patient records within the clinic, and we will work to ensure that there is an ongoing handover process. Can you please contact us directly and we will investigate, and understand why there was a specific issue with your situation? 3. Appointment Scheduling: We would like to understand more about the forgetting appointments as we regularly offer ongoing review appointments and these are all booked on our clinical records system. Please contact us to discuss this further and we will aim to promptly resolve the situation for you. We hope that these actions will lead to a smoother experience and improved outcomes for you and our patients. We would like to thank you again for giving us this feedback that will help us improve the quality of our service, and communication with our patients. If you have any further concerns or suggestions, please do not hesitate to reach out to us directly on admin@eleosclinic.com or call us on 0203 903 9737.