"Poor communication and service"

About: Nuffield Health, Leeds Hospital

Wont give details of illness. Had original consultation at Nuffield and was misdiagnosed.

This meant at operation I couldn't be operated on. I was signposted to NHS for MRI scan, I thought for over 2k Nuffield might have done this, especially as Nuffield misdiagnosed.

Meanwhile

I complained about the money I had paid and that no operation had been carried out and I received some money (not all) back.

Went for MRI then back to Nuffield for results, at that consultation it was conceded I had a chronic condition that needed a tricky operation carrying out. I was that evening transferred to another consultant. After a week the consultant hadn't contacted me to give details of my op, costs etc so I contacted their secretary. They knew nothing of this but called back a day later to give a price over the phone, nothing in writing and we are talking thousands of pounds. Unbelievable.

I raised a formal complaint 17/11 as by then I was unhappy with the levels of service and an outstanding £500. Was contacted 3 days later 20/11 to say the complaint was acknowledged.

At no stage since have Nuffield contacted me since and are in clear breach of the formal complaint stage 1 procedure set out in writing online. No letter outlining the procedure, and no face to face meeting.

Disappointing really, as I feel a real lack of patient care has been in place, particularly as I outlined numerous times including in my complaint how debilitating my illness has made me, and what an impact its had on my life.

Found Nuffield unprofessional, uncaring, and unorganised bordering on the haphazard.

Regards,

Steve

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Responses

Response from Nuffield Health, Leeds Hospital

We had tried to contact you by telephone on a number of occasions to attain a better understanding of how we could progress your care. Please accept our sincere apologies for any seeming disinterest in your concerns and associated delays in progressing your complaint. We understand this is now being dealt with by our Matron and hope this offers you some reassurance of our attention to this matter.

Nuffield Health Leeds Hospital

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