"Not very impressed"

I have recently had an arthroscopy on my knee. Quite frankly, despite being a private patient I have not been impressed with the Oaks. Disorganised and with some impolite members of staff. On the day of surgery I arrived ( as requested ) at 6.50 am. I was not taken to my room until 8.40 am. When I finally got to my room, my consultant and the nurse both said that they had been wondering where I was - this was despite the desk staff telling me that they would inform the nursing staff that I was there. The nursing staff on the "ward" were efficient and polite. The room was, in my opinion, looking tired and in need of further cleaning. Two weeks after the operation, I was sent a bill - this bill was for the "Hire" of crutches and for my bandages and dressings. When I questioned this, I was told that it was because I was a private patient !!!! This is interesting as last year, I had heart surgery at the Ramsay owned Orwell Suite in Basildon. This is a very impressive private facility with incredible staff and it is spotlessly clean and modern. I had bags of dressings to bring home and no charge. After care has been chaotic - I attended the Oaks for a follow up appointment only to be told that they had no record of the appointment even though I had an e-mail confirmation. I was then made to wait an hour to see the consultant - in my mind totally unacceptable - particularly when I am paying for the treatment. My message to the Oaks - get you act together because at the moment you are NOT providing the standard of service that I expect from a private hospital facility. One thing I must say is - the physiotherapy department is brilliant !!

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