"Poor service"

About: Nuffield Health, Woking Hospital

Had an outpatient appointment with my orthopaedic consultant who was attentive, warm and competent. It really surprised me to discover a private hospital in such a tired and dirty state throughout. My consultant wanted to change my splint from A&E and told me to go to the physio department with my prescription for the correct splint. Had to wait over fifteen minutes for someone to be present at the physio department reception. Nobody bothered to show and the phone kept ringing, so had to walk back down to the entrance at another more helpful reception in order to find somebody who actually wanted to work. I was told that everyone was having their sandwiches. Everyone, clearly. Finally, someone was prepared to help, but alas, sorry - no splints in stock.

I wouldn't ever consider treatment here, let alone surgery, given the state of the building and the total lack of service or competence which you would normally regard with a private hospital. Truly depressing place. Nuffield have really let themselves go. Found a clean, bright, fully stocked and staffed hospital elsewhere.

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Response from Nuffield Health, Woking Hospital

Nuffield Health Woking Hospital would like to take this opportunity to offer their sincerest apologies for the service you experienced in the physiotherapy department in October 2015. We endeavour to ensure our desks are covered throughout the day, in order to deliver an excellent patient experience. In this instance, it is clear that we failed to meet this high standard and have undertaken a review of how our desks are managed as a result. We value our patient feedback and would like to reassure you that we have taken on board your response in order to improve patient experience in the future. Thank you for taking the time to feedback to us.

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