"Very dissapointed"

About: Bmi - The Highfield Hospital

I am considering pulling out of the procedure that is due on on Thursday 8th January, I have attended the hospital twice once for the consultation which lasted approx 20 mins, I was then booked in for a pre op on the 2nd December, in the letter it stated to bring a family member/friend or carer to benefit from discussions concerning my procedure, when I arrived for the pre op with my partner and we were asking questions the nurse said she did not know anything about the procedure, I had already filled in the health questionairre prior to my arrival, I was asked to give a swab from my nose and groin area and directed to the main enterence to ask any questions that I may have as the nurse could not answer anything or queries I may have. I went over to the main enterence as directed by the nurse I asked a question regarding the procedure to be told "if I knew the answer to your question do you think I would not be sat here I would be in there wearing a white jacket" I thought this was very uncalled for and rude, and was far from the reply I expected, I looked at her and my partner in shock, I think she had realised what she had said and asked if there was anything else, I asked about the price of the procedure and what was included as the invoice was not clear, she telephoned someone but her manner was some what to be desired, who ever she spoke to she said in the conversation its obvious that the extraction of the balloon was in with the price, which was quite embarracing as though I was stupid, when she came off the telephone I said to her what maybe obvious to her is not to me, I have recieved an invoice and on the invoice it does not state that the extraction of the balloon was not listed, the surgeon did state this was in with the price along with a dietician and after care, but when I recieved the breakdown this is not mentioned, the lady on the reception said if that is what he said well thats what you will get they are not going to leave the balloon inside you are they, I said I do not dispute that what I would like to know is if this is included in the price as this is not clear, the lady on reception said she would email the surgeons secretary and ask her to contact me, this was on Friday 2nd January, approx 12 noon, I had not heard anything then on my way home from work on Monday 5th January at 17:05 I was contacted by a member of the highfield team asking me when I was going to make the payment for my procedure, I explained that I was waiting for the response to find out if there was going to be further cost when the balloon is taken out, she informed me that the price was just for that day's procedure, and there maybe further payments to have the balloon taken out, the lady did inform me she was not sure and will find out tomorrow and contact me then, I find the lack of knowledge and help that has been on offer to what I have whitnessed I am very reluctant to go ahead as I am hearing conflicting advise dependant on who I am talking to

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Response from Bmi - The Highfield Hospital

Thank you for taking the time to post your feedback. We take feedback very seriously and are investigating your complaint. A member of the hospital team will be in touch with you shortly.

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