Spire Wellesley Hospital

very disappointed urology running over an hour late- I hope there is some credit applied. People pay a lot of money for the supposed convenience if it turns out that it is no better than the nhs why the large fees? The staff were polite but it is really not on. Others were complaining too. this is the second time so its obviously a problem.

Reply from Spire Healthcare
Mon, 12 Mar 2018 12:02:45 Z

Dear Peter, We are very sorry to hear that you have experienced some problems with regard to the late running of the Urology clinic you attended. It is important from a clinical perspective that all of our patients receive the time and attention they require to discuss their individual health issues with their Consultant, and on occasion, this may result in an unexpected delay to appointment times. We do appreciate you taking the time to post your comments as listening to and acting on feedback is important to us, as we consider any complaint we receive as an opportunity to identify how we might improve our service. We have passed your comments on to our outpatient and reception teams to help ensure in the event of any clinic delays we can keep patients informed as much as possible. Please accept our apologies for the delay that you experienced. Kind regards, Spire Wellesley Hospital

Went to get my shoulder sorted and was ok till me and my friend realised that the consultant was showing me and writing on someone elses notes. Proceeded to till me it was the receptionist fault but wouldnt rub out my notes that was on someone elses??? Wasnt happy so wanted to get transferred to Southend hospital...takes 6 months!

Reply from Spire Healthcare
Mon, 12 Feb 2018 12:58:35 Z

Dear Mr Scott B, Thank you for taking the time to leave your comments and I am sorry that you did not find your appointment with your consultant satisfactory. We do take all patient feedback extremely seriously and would be more than happy to discuss your experience so we can investigate this further. If you would like to arrange this then please contact me on 01702 462944. Andrew Willcocks, Hospital Director Spire Wellesley Hospital

I received a cancellation charge from you which I have tried to seek help with numerous times from several unhelpful members of staff when I was clearly agitated at the application of the charge at the time. I was supposed to attend the appointment but my insurer let me know on the day that they wouldnt be covering any further checkups and being a student I am unable to afford the appointment out of my own pocket. If the scenario had have been my fault then I wouldnt mind paying the fee but I strongly feel that these circumstances were out of my control and with nobody that I spoke to offered any kind of help. I spoke to one member of staff and they just wanted to pass me off as quickly as possible and ended up hanging up after offering no constructive input into my problem. To be honest I find the level of customer service offered at the wellesley disgusting. Everybody seemed more than happy to pass me around each department so that I would leave them alone. The person in the central finance team was the first person in 3 people that actually seemed interested in helping me resolve the problem and gave me some kind of advice on how to resolve the issue. All I was met with was &theres a charge for that& and after explaining the situation everybody I spoke to didnt really seem to care or try and speak to anyone that would be able to help or raise it as an issue. If this is the standard for your customer service then I genuinely feel sorry for anyone who has a problem and has to deal with a very unempathetic and lacklustre team. Its all well and good saying its run like a business but last I checked, most businesses are required to offer a level of help to people who are clearly distressed when they dont agree with a process or feel as though they have been wronged without a decent explanation. All they managed to do was agitate me further with their attitude and I now want to complain about the charge and the unsatisfactory level of customer service. Having complained and not heard anything I thought it had been resolved until I get a bill through for more than the cancellation fee from the consultant which is unfair.

Reply from Spire Healthcare
Mon, 30 Oct 2017 10:59:37 Z

We are very sorry to hear that you have experienced some problems in regard to the cancellation of your appointment. Listening to and acting on feedback is important to us, as we consider any complaint we receive as an opportunity to identify how we might improve our service. To allow us to investigate this further we require more details than are published on the NHS Choices website, and could we ask you please to submit a formal complaint either by writing to the Hospital Director at the Spire Wellesley or by emailing to info@spirewellesley.com. However, we’d welcome the opportunity to speak with you first to discuss your experience in more detail, and with this in mind, perhaps you might contact us on 01702 462 944? Kind regards, Spire Wellesley Hospital