"Customer care to enquiries is appalling"

About: Bmi - The Winterbourne Hospital

My Husband has had two appointments at the hospital under the NHS Adult Hip Clinic. On the second appointment the consultant advised that they would arrange for a hip injection. Whilst they were talking to my Husband I was reading someone else's medical records which were on their desk, clearly in view and right under my nose. After a month, not having hear anything further, I contacted the hospital expressing my concern that we hadn't heard anything yet. I was transferred to an NHS line and advised that it could be up to 16 weeks. Bearing that in mind I have since tried to speak to the consultant's secretary and submitted online enquiry forms asking how much it would cost to pay for the treatment privately and how long the expected waiting time is 4 times. I have even used the BMIs online chat line - still a promise of a returned call but nothing. To date, and this is now almost 2 months since the initial appointment I have received no return telephone calls, no responses to online enquiry forms and no further communication at all. They obviously don't want the money and if their standard of care is anything like their standard of customer service I wouldn't want to touch them with a barge pole! I am going to try a different private hospital.

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Response from Bmi - The Winterbourne Hospital

Thank you for leaving your feedback.

We are so sorry to learn of your concerns, especially as they are not typical of the services provided by our teams. Whilst we respect the right of anyone to anonymously post comments, it can make it difficult for us to accurately investigate, and as a result review and improve our services specifically as a result. There is access to our team who would have been able to provide you with advice on taking the private route and I am so sorry that this was not made available to you at the time. We have taken steps to improve many of our processes and services over the last year.

If you would like to discuss any of the issues you have raised I would be very happy to meet with you to do so and I can be contacted via the main hospital switchboard service on 01305 263252.

In the meantime I do hope that your husband has made a full recovery.

Best wishes

Bethany Bishop

Director of Nursing.

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