Dear Maggie,
Thank you for taking the time to share your feedback. I am genuinely sorry that you were disappointed with your experience, as I invest a lot of time, care, energy and compassion into every client I support. It is disheartening to hear that you felt unheard and unsupported.
That said, I cannot agree with your review, as a number of the claims made are factually incorrect and do not accurately reflect the service provided. Whilst I am unable to share the specifics of our conversations or recommendations for reasons of confidentiality, I do feel that your review contains a degree of exaggeration that was unnecessary. I fully appreciate that emotions can run high when someone is unwell and seeking answers, however those claims are incorrect and now under review by both Trustpilot and Google.
I always aim to work collaboratively and transparently with clients, as this is fundamental to achieving meaningful outcomes. In your case, it was not disclosed prior to or during our consultation that you had previously consulted 22 practitioners. This is information I would have expected to be aware of in advance, as it can affect suitability and expectations. In such circumstances, I would have wanted to clarify whether we were the right fit for one another before proceeding with a package, not only in terms of my suitability for you, but also whether you were a client I would be happy to take on.
It is also important to clarify that functional medicine is not about providing a diagnosis per se, but about identifying possible root causes contributing to symptoms and supporting these through nutrition, lifestyle strategies, supplementation and targeted testing where clinically relevant. As you will have experienced through working with multiple practitioners, different clinicians will naturally take different approaches which is part of this field of work.
I of course respected your decision to discontinue care and I sincerely hope that you find a practitioner whose approach feels fully aligned with your needs.
As you are aware, a pro-rata refund was issued promptly and in good faith, despite this not being required under our terms and conditions, which I trust you had familiarised yourself with prior to booking.
Lastly, I have to highlight that your statement "I was informed that further discussion would require an additional paid consultation costing £300" is again incorrect and incredibly misleading. You paid for a package fee including a number of sessions and there was no mention of paying additional charges for further discussions.
Rest assured that your feedback has been taken on board, and we now offer clients the option to record their sessions so they can revisit the information should they feel they may have missed any of the discussion.
I am confident in my professionalism, integrity, and clinical judgement. It is unfortunate that in this instance we were not the right match, but I do wish you every success on your continued health journey.
Kind regards,
Muriel Wallace-Scott.