"Excellent inpatient care but very poor..."

About: Spire Cheshire Hospital

I have been a patient here both as privately paying and under the NHS; the difference in the experiences was stark. Once I became an NHS patient I felt I was not a priority and I didn't get straightforward information regarding the process and timescales for my operation. Letters were frequently sent to an address I have not lived at since becoming a patient at Spire Cheshire, even after I wrote my address down twice for reception staff. Therefore confidential information was being sent elsewhere. We felt the reception staff did not treat us with the same respect when we were at the hospital too.

However once I was admitted for my operation the care was exceptional and I felt well looked after by the nursing staff and consultants. The orthopaedic surgeon ensured I was informed as much as they could, and I couldn't have asked for more in consultations before the operation, on the day and in follow-ups.

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Responses

Response from Spire Cheshire Hospital

We are very sorry to hear that you feel you have not received the high standard of service we always aim to deliver. Listening to and acting on feedback is important to us and we would like to take the opportunity to meet with you to discuss your experience. We have a thorough process for considering any complaint we receive and look upon it as an opportunity to identify how we might improve our service; to arrange this, please contact me on telephone 01925 215 003.

I hope to hear from you soon.

Kind regards

Verlie Brazel

Hospital Director

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