"Appalling, unpleasant, disgraceful, no value for..."

About: Bmi - The Clementine Churchill Hospital

What I liked

I liked that I could get an appointment for the same day, after insisting over the phone.Initially was given one that was for the following week, but then it appeared they could suddenly give me one the same day, when I said I'll go elsewhere.

What could be improved

Communications between consultants, their secretaries and the hospital itself. When you go to a private hospital and pay for the services provided you expect some quality and better treatment. You don't expect to have to chase them for a test result over three weeks like you do with NHS hospitals, that is the reason you have come to a private hospital, to be able to relax and let someone care for you and at least give you a call when they have to give you your test results, not only send you invoices for poor services and excuse themselves that the consultants and their secretrary are not employees of the hospital. Who cares whose employees they are? When a patient comes to BMI Clementine Churchill Hospital, they see that name at the entrance, on the invoices, therefore it is the hospital's responsibility to ensure full client satisfaction and appropriate treatment, as well as ensuring there is a good communication between labs, consultants, secretaries, reception staff and so on.

Anything else?

It all started with receptionist who took ages to call me to fill some forms, therefore delayed my appointment, then I was pleasantly surprised by the gynaecologist, who did their job well. The secretary who I was to call and chase for test results never answered the phone or it went straight to voicemail. After leaving few they never called back. I even got through and spoke to the secretary and they had to get my results from the lab or the consultant and call me back, but never did. Oh, no, the secretary called me on the day I launched my complaint to give me my test results and apologise. Meanwhile I called the hospital enquiry line and spoke to a hospital employee, who said they could not get through to the lab, so I was to wait for the secretary to return from sick leave to get my results. I was contacted by someone from the complaints department, who ensured me that it was not the hospital's fault and apologetically said the consultants were self-employed as well as their secretaries? Why would I be interested in hearing that? They apologised and saying the hospital will ensure from now on customers are contacted when people go off sick or on a leave. Well done, that but I keep receiving an invoice for service I have not received! Is that good enough for a private hospital?

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