SH.UK Avis 13

I would like to raise a complaint about the phone customer service I received. I initially asked for an appt for two different things, and I was told that one of them would be booked separately. However, when the date and time were confirmed, both appointments had been scheduled for the same time. When I raised this issue, it was dismissed and I was spoken to in a very patronising manner. Since the beginning of the call this staff member also rushed me while I was explaining what I needed- I felt like I could not explain myslef, she did not listen properly, and was quite frankly very rude throughout the call. She also ended the call abruptly by hanging up before the conversation had actually finished.

For reference, I called on 30/03 at approximately 15:20, my phone number ends in 120. I would appreciate it if this could be looked into so you can identify the staff member involved and provide any additional training if necessary.

While the doctors themselves have always been excellent, the phone customer service is very poor.

I just wanted to say thank you from the heart for what you do. When the healthcare system feels overwhelming and difficult to navigate, having a place where things are clear, quick and human truly matters. Being able to get tests and answers without stress helped me feel calmer at a time when dealing with a GP felt exhausting. You start to value this kind of help even more when other options are hard to access.
What you provide is genuinely valuable and makes a real difference for people. I truly hope that over time more people, especially British patients, will be able to get the care they need without so much struggle, because they deserve it. I wish you a warm, kind and positive year ahead, and I hope this message brings even a small smile to whoever is reading it☺️

I really like what SH Uk are doing and how they’ve improved over the years by adding PrEP & emergency contraception. These are going to be life saving.

In future I hope they consider adding Doxy-PEP now that it’s slowly being rolled out by NHS.

Incredibly slow service, despite asking what’s happening with the results I’m left on read and the days come and go..How long does it take so be at the end stage and days almost weeks go by and you’re left on the edge with no answers and not even excuses. Frightening, discouraging and honestly disappointing. Service needs improving all round it seems.

I would like to say how impressed I am with the whole service from start to finish.

It has been so efficient and prompt from the beginning and I'd like to thank you for your efficiency and professionalism also. It has been so seamless and easy from the start. Thank you very much for your quick assistance and quick help.

I continuously try and order a kit and I continue to receive this passive aggressive message -

“ Good news is that you are eligible to register for this service, however, due to the high demand for online postal test kits the service has had to limit the number of registrations and orders allowed per day. The limit has been reached today.”

It’s early in the morning on a Wednesday I highly doubt they’ve reached their limit unless there daily limit is under 5 units…Tell me how trying to order a kit but not being able to is ‘good news’? It’s like they’re laughing in your face? What’s the point having a postal service if you don’t post anything? It’s disgraceful! I don’t know what’s changed but this didn’t used to happen now it seems it happens all the time!

This site is broken. I have tried on multiple occasions to order a finger prick test for over a year now and not been able to.

I contacted this service for advice and support. Tracy was absolutely amazing, empathetic and I didn't feel judged at all. I absolutely recommend this service for anyone who needs advice, support, testing. Tracy, thank you for your time and instantly allowing me to be my authentic self.

F.A.O. Adam Black.

Just called Preventix today, 2 April 2025. Georgina was a mine of information, and couldn't have been more helpful.
Very much appreciated. T.

Holly Adam and Claire!

I would like to say how impressed I am with the whole service from start to finish.
It has been so efficient and prompt from the beginning and I’d like to thank you for your efficiency and professionalism also. It has been so seamless and easy from the start.

Holly, Adam and Claire were all fab in keeping me up to date and issuing relevant medications.

Results came back very quick and the staff messaged me to remind me to return samples as I was due to travel soon which I thought was very thoughtful!

Thanks again :)

I had the worst experience with these people.

First was three years ago, when I received my results with a low reactive HIV test result which led to me doing a follow-up rapid test confirming negative.

Again, I have taken my screen as normal in June 2023 and all results were negative and then again in October 2023 and it took while for me to receive my results. As soon as I noticed I waited to the Monday and then somebody calls me And they left me a message on the portal. I gave them a call back in the middle of my work shift and to my surprise everything had come back negative but HIV now I’m questioning myself, panicking stressing and having the worst anxiety immediately, and then advised that I will have to come into the clinic and get some bloods taken and those were taken as per instruction, but as I am doing this I have advised that I have a cold and when I took my self sample, it was at the beginning of my cold or flu. They still continued to take my blood and submit it and then seven days later, the results were indeterminate. They then asked for more blood which I stupidly and at this time I’m still fighting this horrible cold, which I believe they didn’t disclose submitting my specimen to the lab. This took a further seven days for them to call me and ask me for more blood, I was livid. Not only had they caused a detrimental effect on my mental health. My anxiety was up the roof I have been signed off until December 2023 because I couldn’t even eat, I couldn’t sleep and I most definitely couldn’t come out of my head, I was one minute away from committing suicide, I had to ask them to stop contacting me and I don’t want anything to do with their service. as they hadn’t even considered my mental health, they kept insisting that I contact them and they can give me a plan for retests which I found very disrespectful, considering my state. What should’ve taken five days has taken a whole month with no confirmed result so Just last week I decided to take matters into my own hands and do some rapid tests because anxiety was about to take my life when I did the test, I waited 20 minutes , as per instruction, and to my surprise, I had a negative result. These people had me really feeling like I was disgusting like I had no reassurance and I definitely was sick. I sat there with my friend and I cried heavily. I couldn’t even contain myself with how much relief I had, and what this moment meant for me. Having peace of mind was what I needed in this whole experience, and the way that the staff dealt with me was negligent, I’ve never felt more neglected and alone and unheard from a service that should be assisting me in my health.

From now on, I will be using my own private doctor or different NHS sexual health service these people can actually have you kill yourself. There is no care and how the results are delivered and for future I suggest that maybe don’t tell people that they have a reactive result for HIV and actually do the confirmation test then release their results. You’d really save mental health. Thank you.

Easy efficient Essential service, highly recommend been using for years.

Few days ago ingot contacted with my results , LOW REACTIVE FOR HIV , i was chocked, scared i couldn’t eat or drink for the past week , i was feeling bad with myself. Nurses said i needed to do blood test to rule out the infection as im low risk , test came back today all negative thanks god . This was a life changer for me I learn more about the virus and about myself. False positive results do exist