"Aftercare was terrible"

Anything else?

My husband went to BMI for a vasectomy this year as he wanted a general anaesthetic. The doctor was 45 mins late for the first appointment but we were seated in a large comfortable waiting room with cold tea & coffee available. It looked very clean. After seeing the doctor my husband was pleased to be having it done there. He had more follow up appointments/checks, the was booked in for operation. On the day of the operation I was expecting to be able to wait for him in the waiting room but was told by the rude Receptionist that we had to wait in a tight waiting area by the bottom of the stairs to be called & that I was not allowed to stay there. I was told I would be called when he was ready to be picked up. I reluctantly left the hospital knowing that this was not how I envisaged private hospital care. After the operation my husband was unsure about when he could shower etc because when he was talking to the nurse she had to go elsewhere so didn't receive all the information. I called the hospital & was put through to the nurse who shouted at me that my husband did receive the information! Considering he had just come round from operation I thought she might have given him the benefit of the doubt. He had a follow up appointment where he was told to make an appointment with our doctor to check if operation had worked but this was the wrong information as all he had to do was take specimen to Southend hospital.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Phoenix Hospital

As a small day case hospital we pride ourselves in the service we offer to the local community and regret if the reviewer felt that we did not meet our normally high level of customer service. In patient satisfaction surveys we consistently score in the high 90s for patient care by both the nurses and reception staff so it is highly unusual for us to receive negative comments and we take these seriously. We are constantly reviewing our patient pathways to ensure that all visitors to the hospital are treated with the respect and dignity that is indicative of a BMI healthcare facility. At all BMI Hospitals we have a very robust comments/complaints procedure and we would welcome this reviewer contacting us directly so we may be able to respond to all of the comments in more detail.

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story