"Shocking patient services "

Attended an appointment in person on the 07th of May, only to find out it was meant to be on the phone. I did not receive a letter or a text with that information. I was frustrated but understanding, as we are living during a pandemic and the letter might have gotten lost. An extremely rude receptionist insisted that I had issues with my phone and wouldn't let me speak. She even told my boyfriend, who is my unpaid carer, to stop talking when he asked to confirm the number and to send the message again, to avoid the same issue in the future, which she refused. She was loud, rude and dismissive. Eventually, we found out they had an extra number for my mobile and they blamed my GP, even though I never had issues with text and communication before. I contacted Babylon GP at Hands to confirm my details and they had it all correct.

Thankfully I was helped by a lovely- God sent- nurse that saw my dispair and did everything she could so I was seen by the gynaecologist that day. I waited around 3 hours but was thankful for the nurse and for the possibility of having the appointment in person. What a disappointment! The doctor was also rude and dismissive. I'm investigating 2 chronic pelvic conditions, have severe mental health issues with suicide ideation and I'm desperately looking for treatment.

The doctor requested a new MRI as the previous one I did had no proper report and she couldn't do much with just the other doctor's letter. The team that did the exam was lovely and helpful, but the follow-up appointment was appalling. The doctor called me to give the results and when I raised concerns or questions, she told me to speak to my previous gynaecologist as there was nothing she could do for me. The call lasted for 3 minutes only. She clearly couldn't be bothered. I have never once a doctor say anything similar to someone that is not terminal or to someone that has a condition which is not their speciality. To this day I'm in awe of what happened and how I was treated by BMI.

I'm still very thankful for the nurse that had empathy and professionalism and went the extra mile to help me. I was in such distress - not to mention the incredible amount of pain- I could BARELY WALK!- I forgot to ask her name, which is a shame. She deserves praise, a raise and a better clinic to work for.