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Thank you for such a heartfelt review Rachel

Reading your comments, it was your experience around your son's first day at school that really stood out to me. Starting school is such an important milestone, and I'm so pleased that the team were able to rearrange your appointment so your family could focus on that special day while still progressing with the assessment.

It's also wonderful to hear that you felt supported from your very first contact with us. We know families need clear communication, reassurance and compassion throughout the process, so it's incredibly rewarding to know that every interaction left you feeling informed and cared for.

Thank you for recognising the efforts of the whole team and for recommending Held Health so highly. We wish your son every success as he continues his journey with the right understanding and support around him.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

2 dagar sedan

Thank you for your lovely review, Sally.

It's fantastic to hear that your experience reflected exactly what you were expecting from the Right to Choose pathway. Providing realistic timeframes and keeping families informed throughout the process is something we work hard to achieve, so it's especially rewarding to know this was your experience.

I'm also delighted that every member of the team you spoke with left such a positive impression. I'll be sure to share your kind comments with the wider team, who will really appreciate your feedback.

Thank you for your recommendation and for choosing Held Health to support your family. We wish you all the very best for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

2 dagar sedan

Thank you for taking the time to share your feedback.

I'm very sorry to read that this was your experience. It is clear from your review that you left the assessment feeling disappointed and without confidence in the outcome, and that is never how we want any family to feel.

Following our recent conversation, I'm pleased that we've been able to discuss your concerns in more detail. As agreed, we are currently reviewing your daughter's assessment with the clinicians involved, and our Pathway Lead will be carrying out a reassessment at a time that is convenient for both you and your daughter. We hope this will provide you with the opportunity to feel fully heard and ensure that any remaining questions or concerns are properly addressed.

We take feedback of this nature extremely seriously. Every family should feel that their child has been treated with compassion, respect and professionalism, and whenever we believe there is an opportunity to review our approach, we are committed to doing so.

Thank you for giving us the opportunity to put things right. We look forward to meeting with you again and working with you to ensure your daughter receives the care and assessment she deserves.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

10 juli 2026

Thank you for your review, Michelle.

The fact that you've chosen Held Health for a second time is a real vote of confidence in our team, and we're incredibly grateful for the trust you've placed in us to support both of your children.

I'm pleased to hear that your son's assessment was a positive experience and that you found the report turnaround reassuring. We know how important it is for families to receive clear information promptly so they can begin planning the next steps without unnecessary delays.

I also appreciate your honest comments about communication before appointments. We recognise this has been an area where we needed to improve, and over recent months we have expanded our support teams, reopened our phone lines and continued to strengthen our communication processes to provide families with more timely updates throughout their journey.

It's wonderful to hear that you've already recommended Held Health to others, and we hope your children's upcoming ASD assessments are just as positive an experience. Thank you again for your continued trust and support.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

Uppdaterad 10 juli 2026

Thank you for your thoughtful review.

It's fantastic to hear that both your assessment and medication pathway exceeded your expectations. We know that once a treatment plan has been agreed, families are keen to move forward without unnecessary delays, so it's particularly encouraging to hear how quickly your medication appointments progressed.

I also appreciate your feedback about communication during the earlier stages of the process. Not knowing whether important forms have been received can understandably create unnecessary worry. We've listened to feedback like yours and have since resolved an issue affecting some of our automated confirmation emails, alongside continuing to strengthen our communication processes to provide families with clearer updates throughout their journey.

Thank you for recognising both the positives and the areas where we can improve. Your recommendation means a great deal to us, and we're delighted that, overall, you had such a positive experience with Held Health.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

10 juli 2026

Thank you for your review, Talida.

I'm so pleased to hear that you had a positive experience with Held Health. Receiving answers within a timeframe that allows families to move forward is incredibly important, and it's encouraging to know that you felt the process progressed efficiently through the Right to Choose pathway.

We appreciate you placing your trust in our team and are grateful that you took the time to share your experience. We wish you and your family all the very best for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

10 juli 2026

ank you for your wonderful review.

It was lovely to read your comments, and I'm especially grateful that you took the time to recognise both Dr Rebecca Kiesel and Dr Shakeel Ahmed. I'll be sure to pass your kind words on to them.

It's fantastic to hear that Dr Rebecca made you feel comfortable throughout the process, and that Dr Shakeel was able to build such a positive rapport with your daughter. Helping children feel relaxed and understood during an assessment is so important, and it's wonderful to know that his approach made such a positive difference to her experience.

Thank you for your recommendation and for placing your trust in Held Health. We wish you and your family all the very best for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

10 juli 2026

Thank you for such a thoughtful and generous review.

Reading your comments, what resonated with me most was your description of your daughter feeling seen and understood as an individual. We know that many parents worry that their child's experiences—particularly when they mask their difficulties—may not be fully recognised, so it's incredibly reassuring to hear that our clinicians took the time to build a complete picture and gave you confidence in the assessment process.

I'm also pleased that the diagnosis has provided greater clarity as your daughter prepares for the transition to secondary school. We understand what a significant milestone this is, and we hope the assessment and recommendations will help ensure she receives the support she needs as she embarks on this next chapter.

Thank you for recognising the kindness, professionalism and compassion of the team. I'll be delighted to share your feedback with everyone involved, as they'll be incredibly proud to know they made such a positive difference to your family's experience.

We truly appreciate your recommendation and wish your daughter every success as she moves into secondary school.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

10 juli 2026

Thank you for taking the time to share your experience.

I'm so sorry to read how worried and disappointed this situation has left you. After completing all of the paperwork so promptly, it's completely understandable that you would expect confirmation that everything had been received and reassurance that your daughter's referral was progressing.

Unfortunately, there was an issue with one of our automated communications, which meant that some families did not receive the usual confirmation once documentation had been received. I'm pleased to say this has now been identified and resolved, but I appreciate that this doesn't change the uncertainty and frustration you experienced.

We also recognise that our communication during this stage of the pathway has not always met the standard families deserve. Over recent months, we have expanded our support teams, reopened our phone lines, and continued to strengthen our communication processes to ensure families receive clearer updates and more timely responses.

I would very much like the opportunity to look into your daughter's referral and provide you with an update. I have requested additional contact details from you via Trustpilot. Once received a member of our team will be reaching out to you directly to confirm where she is in the process and answer any questions you may have.

Thank you for bringing this to our attention. We appreciate your feedback and hope we can restore your confidence in the service as your daughter's assessment progresses.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

7 juli 2026

Thank you for taking the time to share your experience.

Firstly, I'd like to apologise for the delay you experienced after your referral was submitted. I appreciate how upsetting and frustrating it must have been to discover that your referral had not progressed as expected, particularly after waiting so long.

I'm pleased that, once the assessment process began, your experience was much more positive. Receiving your feedback appointment and report within just a few days meant you were able to move forward quickly, and I'm glad we were able to provide that level of responsiveness.

Although we can't undo the frustration caused at the beginning of your journey, we have learned from situations like this. We have strengthened our referral and communication processes to reduce the risk of similar issues occurring and to ensure families receive clearer updates throughout their pathway.

Thank you for your honest feedback. It helps us continue to improve, and we appreciate you recognising the positive aspects of your experience despite the difficult start.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

6 juli 2026

Thank you for your thoughtful review, Claire.

It was a pleasure to read your comments, particularly your recognition of Cristina MacLeod and Dr Kym Hildyard. I'll be sure to pass your feedback on to them both, as I know they will be incredibly grateful to hear the difference they made to your family's experience.

Helping children feel comfortable enough to engage during an assessment is so important, and I'm pleased that Dr Hildyard was able to put your daughter at ease from the outset. Combined with Cristina's professionalism and thorough approach, it's lovely to hear that you felt your family was in safe hands throughout.

I'm also pleased that you found the report useful. We aim to provide families with more than just an outcome, ensuring reports include practical advice, helpful resources and recommendations that can support children beyond the assessment itself.

Thank you for your recommendation and for placing your trust in Held Health. We wish you and your daughter every success for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

Uppdaterad 6 juli 2026

Thank you for your review, Tammy.

Kindness and courtesy can make all the difference when families are attending appointments, so I'm really pleased to hear that you found our team polite, friendly and welcoming.

Your feedback will be shared with the team, who will be delighted to know they helped make your experience a positive one.

Thank you for choosing Held Health, and we wish you all the very best for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

6 juli 2026

Thank you for your balanced and thoughtful review, Pamela.

I'm pleased to hear that your experience with our clinical team was a positive one and that you found everyone professional and understanding. It's also encouraging to know that, once your assessment dates had been arranged, communication met your expectations and your report was delivered even sooner than anticipated.

I also appreciate your comments about the early stages of the process. You're absolutely right that receiving confirmation after submitting forms provides reassurance that everything has been received and that the referral is progressing as expected. Following feedback from families, we have reviewed this part of our communication process and resolved an issue that was preventing some of our automated confirmation emails from being sent. We have also continued to strengthen our communication processes to ensure families receive clearer updates while waiting for the next stage.

Thank you for highlighting both the positives and the areas where we could improve. Feedback like yours helps us continue to refine the experience we provide for families.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

Uppdaterad 6 juli 2026

Thank you for your review, Gen.

I really appreciate your honest feedback. It's encouraging to hear that, overall, you had a positive experience with Held Health and felt well supported by the team.

I also want to thank you for highlighting the delays you experienced with email responses. We know how important timely communication is, particularly when families are waiting for updates or have questions. Over the past few months we've expanded our support teams and continued to refine our communication processes to improve response times, and we're already seeing positive improvements.

Thank you for recognising the care you received while also helping us identify where we can continue to do better. Feedback like yours plays an important part in shaping our service.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

3 juli 2026

Thank you for your review, Alicia.

It's fantastic to hear that the experience lived up to your expectations. We know families are looking for a service that is both thorough and timely, so it's especially pleasing to hear that you found the assessment detailed and felt the waiting time was as expected.

Providing comprehensive assessments without unnecessary delays is something our clinical and operational teams work hard to achieve, and your feedback is a wonderful reflection of their efforts.

Thank you for your recommendation and for choosing Held Health to support your family.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

2 juli 2026

Thank you for your wonderful review, Amalinde.

Reading that we've "helped in so many ways" is incredibly meaningful. Supporting families isn't just about the assessment itself—it's about giving people the understanding, guidance and confidence they need to move forward, so it's lovely to know we've been able to make a positive difference for you.

Your recommendation means a great deal to everyone at Held Health. Knowing you would encourage others to use our service is one of the highest compliments we could receive.

Thank you for placing your trust in us, and we wish you and your family all the very best for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

2 juli 2026

Thank you for such a generous review, Tim.

Your comments perfectly capture what we hope every family experiences when they come to Held Health. Knowing that the process felt clear, well organised and that you always knew what to expect is incredibly rewarding to hear.

I'm especially pleased to read your feedback about Dr Kym Hildyard. Helping children understand the assessment in a way that feels reassuring, while making parents feel equally supported, is a real skill. I'll make sure your kind words are shared with Dr Kym, as I'm certain she'll be touched to know the impact she had on your family.

Thank you also for recognising the communication and coordination throughout your assessment. It takes a whole team working together behind the scenes to deliver a seamless experience, and your feedback is a wonderful acknowledgement of everyone's efforts.

We truly appreciate your recommendation and wish you and your son every success for the future.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

29 juni 2026

Thank you for your review, Ms Hayley Francisca.

I'm so pleased to hear that your experience was a positive one and that you found it easy to access your appointment. We know that even practical details, such as finding the location and arriving without added stress, can make a real difference to the overall experience.

Thank you for taking the time to leave your feedback. We wish you all the very best moving forward.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

29 juni 2026

Thank you for taking the time to share your feedback, Leanne.

I'm very sorry to read about your experience and completely understand how worrying it must have been to feel uncertain about whether your daughter's referral and supporting information had been received.

From what you've described, we have clearly fallen short in keeping you updated and responding to your emails in a timely manner. I appreciate how frustrating this must have been, particularly after you had made every effort to complete and return the required information promptly.

Over recent months, improving communication has been a major focus for us. We have expanded our support teams, reopened our phone lines, and strengthened our communication processes to ensure families receive more timely updates throughout their journey. While these improvements are already making a positive difference for many families, I'm sorry that this was not your experience.

I would like to reassure you that a member of our team will be contacting you directly to review your daughter's referral, confirm that we have everything we need, and provide you with an update on where she is in the process. We want to ensure you have the clarity and reassurance you should have received much sooner.

Thank you for bringing this to our attention. We value your feedback and are committed to rebuilding your confidence in our service.

Amber
Customer Experience Manager
Held Health

Svar från Held Health

Uppdaterad 29 juni 2026

Thank you for your lovely review.

Your comment about your son not staying still made me smile because it perfectly reflects the reality for many families attending an ADHD assessment! Our clinicians understand that children don't need to fit a particular mould during appointments, and creating an environment where they can simply be themselves is an important part of building an accurate picture of their needs.

I'm delighted to hear that you felt your son was given the time and understanding he needed, and that the report was with you so quickly afterwards. We know families are often keen to begin accessing the right support, so providing timely reports is something we work hard to achieve.

Thank you for sharing your experience, and we wish you and your son all the very best as you move forward with the support now available to him.

Amber
Customer Experience Manager
Held Health