Spire Hull and East Riding Hospital
Written by a patient
19th October 2019
Based on the service I received up until the day of my operation I wouldn’t recommend this hospital to anyone. It’s blatantly obviously by the ignored emails, the fact no one could be bothered to update the system with my new address & Drs info despite me emailing 2 separate people, giving it to the pre op nurse who then received a fax from my Dr I still left with a discharge letter with the wrong Drs info on!! This was then finally updated by the hospital director who assured me I had a direct line to him should I have any other issues to contact him. But who has ignored my last 2 emails. I paid £5,991 for a stem cell procedure that despite emailing 2 people several times I couldn’t find out what the procedure entailed or what the price was made up of. I never received an invoice to pay despite asking & I’m still waiting for a receipt despite asking 3 times for one!! I had my surgery on 28th June 2019!!
It’s so obvious they’re only interested in the insurance cash cows they can charge whatever to rather than little old me from Sunderland paying £6K as it’s nothing to them. This was blatantly apparent by the state of the room I was put in with holes in the wall and exposed plaster and by the fact that I couldn’t get a response from anyone about anything. It’s the 19th October & I’ve still had no receipt & no response but you clearly aren’t bothered because they’ve had their money!!
I also had to pay for things I wasn’t going to be using as it was part of the “package” and that package wouldn’t change whether I spent a few days with them or 2 weeks. Very strange I thought considering I was a day case!! But I paid the money as I wanted to be treated by Mr Sharma.
The lead up to the op and the staff who you deal with leave a lot to be desired and had it not been for me being treated by my consultant Mr Sharma who is brilliant & as part of other treatment I’d had at Castle Hill (an NHS hospital with impeccable service before, during & after) then I would have pulled the plug & gone to a different hospital.
To arrive for your pre op assessment after driving all the way from Sunderland to Hull only to be told immediately that your operation wasn’t going ahead & being cancelled because they knew nothing about you & their information they had was wrong after you emailing 2 different people twice quite frankly is a joke!! Especially being that the person who rang to book the pre op assessment when she asked my address and it was wrong she didn’t have the common sense to check the rest of the info to make sure all the details were right. This I find baffling as surely if a patients address was wrong (despite me emailing several times to change it) you would surely check the rest of the information on the screen. But apparently not as I was told that wasn’t part of her job she just books the appointment and checks the home address!!
The only saving grace for me was the staff on the day were brilliant and leagues apart from those I dealt with in the lead up! From the minute I walked in the cleaner who I chatted with, Paul & Amanda who checked me in, Janine who was my assigned nurse for the day, Sian a nurse who popped in & out, Gemma who helped out the anaesthetist, the anaesthesiologist & my brilliant consultant Mr Sharma were all AMAZING!!
Such a different experience to that I’d endured before and have since trying to get some info & a response to my emails. I’ve never known anything like it but it’s so obvious that once they’ve got your money that’s it. It’s such a shame because the day itself I can’t praise or thank the nursing staff & my consultant enough. But the admin & business development in the lead up leave a lot to be desired.
I would think carefully before considering this hospital as it’s extremely difficult to ensure your information is correct, up to date, or to even get a receipt or some information about the procedure you’re having done. They could learn a lot from the NHS & the way they constantly check to make sure your information is correct.
The AMAZING Mr Sharma, his team and the nurses and staff who looked after me on the day of my surgery I couldn’t rate highly enough! Definitely 10/10. The rest of the service and treatment I’m afraid would be 1/10 if that!!