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"Quick access to a consultant"

About: Alexandra Hospital

What I liked

Quick access to a consultant

What could be improved

I feel that the communication system in place for NHS patients is below standard. After an agreed date with consultant for operation, I received documentation stating that if I had any questions I could call the main switch board and get in touch with the consultant. I wrote my questions down and phoned, I was advised consultants do not work for the hospital, please ring this mobile number which constantly went to voicemail. No response or reply back.

Due to frustration, rang the hospital and was transferred to the NHS line which again went in to voicemail. Rang again and asked for advise, was told to book appointment, turned up, was informed clinic is cancelled, I questioned this and was told NHS patients only get 2 appointments, pre op , surgery and follow up.

Left with no choice, returned to GP, given alternative advice and support. In my quest to find out further information, was advised to try again. This time I contacted pre op to find out what it involved because the letter I had was generic, was told turn up if your consultant has requested you do blood tests it will be done . The lack of information about the pre op and unanswered questions began to worry me. But I decided I will go through this surgery because of the pain, I have reached my pain threshold. Just need my life back.

Received a voice message to contact the BMI Alexandra Hospital emphasis on future appointments, returned the call was told surgery cancelled, need to return to GP and start process again. The disappointing issue is lack of communication and no acknowledgement, that the services are poor when it comes to NHS patients. From this experience is seems to me that NHS patients are treated differently from private paying patients

Anything else?

Another major problem is incorrect records; I had to correct the forms 3 times details of my GP and twice on the phone. The lack of initiative to change records is just bad. Not sure why staff did not update the 3 corrected forms, or are the systems not interlinked?

I think the NHS should follow up and find out progress on patients treated by independent providers.

I was very upset and disappointed because the surgery was cancelled, which in my opinion was due to asking questions which were never answered, the consequence of this led to BMI Alexandra Hospital making the decision that I needed to return to the GP and start the referral process again, which i think is a very good business model.

It would have been good to get atleast a leaflet on pre op or surgery. None of this were provided.

I realized the time I took to prepare, change plans and arrange with friends to assist me after the surgery, was a waste of time. Life has to go on.

I think that the BMI Alexandra Hospital should have a transparent system like the NHS with regard to contacting nurses, consultants and doctors. Mobile phones do not work. Please publish details online so that we NHS patients can make informed choices to avoid disappointments like what has just happened to me. logo
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