"Poor basic services and questionable attitudes."

Poor non-clinical service, odd response to request to use a toilet (!), Covid and parking issues:

I was required to pay in advance for a procedure (which is fine) except that the people in the payment office did not answer the phone despite several attempts, nor did they call me back as they state on their ansaphone message. Since phone is the specified means of paying, I had no means of paying (and securing the procedure). After trying several routes to actually get somewhere, they eventually called me back. The excuse was that the phone system has not been working and is already being 'looked into' - if this is the case, why tell patients to make payments via the phone? It's a known problem so why pass the problem on to the patient?

I also contacted reception - the receptionist simply talked over me and I had to ask her to at least let me speak to explain the issue before she diverted me into the same, hopeless, ansaphone loop. When I asked a direct question, she failed to answer and simply tried to divert the conversation - I actually had to ask her to answer the question rather than avoid it. Eventually, only after my persisting to ask the question, did she answer.

Parking:

This is said by hospital to be limited - it is....extremely. The access road is single car width and is shared with exiting cars. We had to reverse back up the ramp and around a blind corner towards oncoming vehicles in order to let a car exit the car park. Once inside, we very quickly decided to leave - the parking spaces are so tiny that you should expect your car doors to be damaged by as people try to squeeze out of their own vehicles.

Plus - the Nuffield made no mention of the fact that the tiny car park is also being used as a Covid testing centre - this means that you will be close be in the proximity of those who think they may have Covid. We promptly left...which proved to be even more difficult than entering due to the minimal space for turning at the exit. The doctor I saw said that he never uses the car park as he simply can't get his car in. In summary, if you have a little Smart car you may be OK.

Waiting area: I asked where I could find the ladies and was directed to the disabled toilet. Not sure why. Question - do the staff not like sharing a toilet with patients but feel that it's OK for disabled people to share with patients? If not, why was I not directed to the non-disabled toilet? What if a disabled person needed to use the designated toilet whilst I was using it?

In general, not a great experience. I have not yet had my procedure so can't comment yet on the clinical experience.