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Cleveland Clinic Portland Place Outpatient Centre 2024-04-16 Person 4 5 0

Staff are attentive, patient focused, exceptionally knowledgeable and I felt cared for.

I was contacted by phone to book the appointment. It would have been good if the staff member had checked I’d received pre-admissions letters and rectified at that point. The letters were not in my patient portal. Staff on arrival at Portland Place could not provide me with a copy of the letters, their access was restricted and it was only the reservations team that could do this. I was informed I’d need to contact them by phone, was wasn’t answered on Friday (meaning I then had to wait over the weekend). I received the documents via email on Monday 15th and am being admitted Wednesday 17th. It would lead to a better experience if you empowered patient facing staff to solve problems instead of handing off to other teams. I am nervous about the procedure and information in advance would have been helpful.