Reviews
Reviews
The hospital is clean and the staff were nothing but helpful, friendly and informative.
absolutely horrific patient care
I hope this review finds you well. I am writing this on my wife's behalf expressing my deep concern and dissatisfaction with the service she recently received by the Nuffield hospital Bournemouth. I am disappointed that a hospital with a reputation like yours would treat a patient with known anxiety and depression in this appalling manner.
On 20/09/2023, my wife booked an appointment to see a Dr at the Nuffield Hospital in Bournemouth, and unfortunately, due to her being sick for 3 days and being unable to work or even talk due to he anxiety and depression, she genuinely forgot about the appointment she had booked on the 17th of October 2023, she called to reschedule on the same day and was advised by the Dr's secretary that the earliest appointment would be on the 12th December 2023, no mention of any cancellation or DNA fees where discussed or even sent to my wife.
My wife received a txt message on 13th of November 2023 stating due to her cancelled appointment and the Dr being unable to fit anyone in she would have to pay £350 as per the cancellation policy she did not get!!! My wife never received any invoice from the Dr nor the Dr secretary informing her of that payment. The collections message was sent a few weeks later which I find astonishing as I work as a clinic manager myself and I know every business has there own guidelines but where I work in a privet clinic, prompt patient service is our top priority. Two days ago my wife received another message from a collections company stating that there is an outstanding balance to be paid to the Dr and this off course triggered panic, anxiety and more depression sending my wife into another panic attack that was not necessary due to strains on her financial circumstances, you all have not only a medical obligation but a moral obligation to look after your patients and make them feel better not make them feel worse by intimidating them with such messages from collection companies. My wife is genuinely not well and needs help with her condition but after this I am unsure you will be able to provide this for her, so I will be seeking legal advise as this has caused significant emotional and psychological trauma to my wife. I will be emailing the ICB, GMC & CQC to review and advise on what next steps to take in regards to this situation. You are supposed to help patients not make them feel even worse and trigger more anxiety, depression due to poor handling of a situation.
I believe in the importance of constructive feedback, and I hope that by bringing these issues to your attention, we can work together to improve the overall quality of service at your clinic and group. I would appreciate it if you could investigate this matter and take appropriate measures to prevent such incidents from occurring in the future to other patients as this all seems like you are more interested in the money than the wellbeing of your patients.
My wife never consented to her information being passed on to a third party so this is a breach of her privacy under GDPR.
I emailed them 2 days ago and I have only been ignored so far. No response, no call, nothing!!! Absolutely horrific.
Excellent hospital, all the staff were lovely and attentive. I would definitely choose this hospital again.
Absolutely horrendous service from this hospital (cosmetic) I wouldn’t recommend going here to anyone! Left me feeling self conscious and devastated with the outcome of my procedure and service from certain staff. Avoid this hospital at all costs unless you want to waste thousands of pounds
Absolutely fantastic. The care provided to my 5 year old son has been outstanding from all staff. Every detail of my sons surgery/ stay was so perfectly executed that my son was calm through out the day. From the staff communicating with him, the gifts and Thomas the Tank Engine bedding and the little Audi car he got to ride to theatre was perfect. A special mention is needed for my sons nurse, Alex. She is truly one of a kind. She not only took care of my son but also took great care of me. I am so grateful for her kind heart and dedication to taking care of my son during his pre op and operation day. 10/ 10
I was well treated by everyone I came across at the hospital, from receptionists to nurses and phlebotomists - everything was just as it should have been.
Very helpful and polite.
I went for a 360plus assessment at the screening center at this hospital. I was told when I brought the product (£839) that I would have a full report within 10 working days. This has not happened. I had a chest xray because concerns were raised during other tests that something was not right. Two weeks later I don't have these results. I phoned the center and asked if I could be reassured that my chest xray was clear since I had not heard anything and got a call back from somebody on behalf of the doctor who saw me 2 weeks ago. This person told me that they dont have my results as the radiologist has not sent them up to the doctor (its all on the same site). I was told that they have tried to chase the results but to no avail and they cannot tell me when they will have the results of my chest xray. I was told that there was nothing they could do and I would have to now just wait for an indefinite period of time to find out if my chest xray is normal or not. I have had no apology for the lack of the report, no advice, no follow up at all and just to add insult to injury it has cost me £839. This is also a safeguarding concern because if there is something wrong then treatment for it is waiting for them to deliver a package that I have paid for. Even if my xray is clear then safeguarding is still a concern as I would worry about the welfare of patients at this hospital. Someone could be walking around with cancer and not know it for weeks on end with this hospitals attitude - very dangerous. I have put in a complaint and was reassured as I did so that all complaints are dealt with within 2 working days but then got an email back explaining that Nuffield Health were very busy and it could be longer than 2 days to get a response. I am appalled.
Generally very good experience.
One suggestion - This week I overheard an elderly gentleman enquiring whether there was a wheelchair for his wife. The receptionist at one of the consulting rooms said there was not. Although this was factually correct, I felt strongly that some help might have been offered as he struggled to transfer his elderly wife from car (no spaces in car park) to bench outside and then into the hall. I offered to help in any way but the best was to vacate my parking space. Given the average age of patients at the consulting rooms, I think a simple (perhaps folding?) wheelchair would be an asset. It was very difficult for the elderly gentleman to manage his (possibly rather confused) wife plus car parking without any assistance. This applies to all the Nuffield buildings.
Excellent hospital, clean and comfortable. Staff are welcoming and efficient.