"Treated like a second class citizen"

About: Bmi - The Winterbourne Hospital

Referred by my NHS doctor :_

Letter from hospital lacked consultants name. Hospital had a computer problem so couldn't look things up. Reception got quite angry with me for not knowing who I was there to see and didn't believe me when I told her there was no name on my letter. Treated as though that was my fault.

Completed pre-op form only to find that it has to be transcribed onto an identical form by a nurse!. Waste of time.

Blood test taken roughly from the arm I told them not to use.

Operation cancelled as pre-op and operation date too clos together and no time for test results to come back. This was despite me twice telling them and asking if the dates were okay.

Had to put in a formal complaint as felt very uncomfortable. Communication was very poor and I didn't feel treated with respect. The amount they must be charging the NHS for treating me could be halved if they were better organised.

All in all very poor indeed.

Story from nhs.uk


Response from Bmi - The Winterbourne Hospital

Thank you for your feedback. We take all of these issues raised very seriously and will be reviewing our internal processes to reduce the risk of these kind of problems happening again. We are keen to ensure that we work both efficiently and safely and we want all of our patients to have a seamless experience with us. Clearly this was not the case for your visit. I am sorry that you had to make a complaint – that is not something we are happy about and hope the matter was resolved to your satisfaction.

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