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Not systematic on booking

Story from nhs.uk

"Not systematic on booking"

About: Spire Cambridge Lea Hospital

Booking with Spire is simple - this is what their website mentioned.

According to their 'how to book' procedure, you can book an appointment as soon as you get a referral letter from the GP by either contacting them through phone to arrange an appointment. I once used this hospital for an outpatient consultation as I have a private health insurance through BUPA.

It is quite easy to book an appointment before. As soon as you got the pre-authorization number from private health insurance provider, booking an appointment was easy by just phoning them.

Now is different, booking an appointment is not as easy as before. The 'new' procedure (which was not defined at their website) is to send the referral letter to Spire through post, wait for a few days (or weeks?) for their booking team to review if a patient really need a consultation. Why adding another layer of unnecessary check? This will add more delays!

I will speak with our private health insurance provider for them to help rectify this. The 'new' booking procedure is not a patient friendly and adds inconveniences.

Thank you!

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Responses

Response from Spire Cambridge Lea Hospital 5 years ago
Spire Cambridge Lea Hospital

Submitted on 28/03/2019 at 15:23
Published on nhs.uk at 16:06

Thank you for your feedback, at Spire Cambridge Lea Hospital we welcome all feedback. We are sorry that your experience in booking an appointment was not as simple as it should be. We pride ourselves on making booking an appointment as simple as possible for all patients. Our normal process is that when making a booking with one of our team it is discussed at the time if you will need a referral or not. There are a few exceptions where consultants have specifically asked for referrals prior to the booking of an appointment for them to pre assess your requirements. To ensure that our process has been carried out correctly it would be good to discuss this further with yourself.

Please contact our hospital on 01223 266900 directly to discuss your complaint further.

Kind regards,

Spire Cambridge Lea Hospital

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