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Written by a patient
4th May 2020

Hi, I called on Saturday 2nd of May (approx 10:30am) to book an appointment with an Orthopaedic Surgeon as i was experiencing severe back pain, however I ended up with having a very debatable conversation with the receptionist who picked up the phone. She was very rude, impolite and inconsiderate and did not seem to want to understand my request. It seemed as though she was annoyed with the fact that she had to answer her phone on a Saturday morning and she wasn’t up for it. I understand that she may be working from home, but she obviously needs to be taught that she’s WORKING from home. Her tone seemed like she had picked up my call on her day off! Nonetheless, I requested to see a consultant face to face and made it clear to her that it can be any Orthopaedic Surgeon available, however she kept on proposing for me to get in touch with my existing consultant. Then she went on to highlight repeatedly that if I wanted to see a new consultant, I would have to go through the referral process again and obtain a new authorisation number from my insurance company. She proposed this as if it would be the most difficult thing i’d be having to do. I told her not to worry about that but rather tell me which consultants are available for face to face visits. She put me on hold and came back with no solution. I was supposed to expect a call on Monday (Today) but I had a feeling due to her bad attitude that she won’t call back, and my instinct was right! It is appalling that BMI HealthCare employ such people who are unable to provide the most basic level of service to their PAYING clients. It’s ironic to hear how great BMI is whilst being on hold until someone like her picks up the phone call and delivers rubbish service. Just to be clear, I am not requesting for a free service, my insurance company pay money to your organisation and in return I have to deal with a complicated individual who has no intention to fulfill my request.

Recommend
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Dignity/Respect
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Involvement
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Information
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Cleanliness
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Staff
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