Spencer Private Hospitals Ltd レビュー 71

Went in recently for treatment at my local NHS hospital. Had a major operation and the service up to the point of being transferred back to the ward from theatre was absolutely excellent. The consultant, anaesthetist and all nursing staff were top notch. The hospital ward I was meant to be in was full up so I was taken to the Spencer Wing. This is where my troubles started.
Got back from theatre/recovery about 5.30ish, obs were checked as soon as I got there. They were then done 3 more times and about 10ish, I was told I no longer needs any obs for the rest of the night (!). I stated that I did not think that was correct and was told that other patients had been saying they didn’t want to be disturbed, so they did not perform obs overnight. Then, after only been given my normal meds about an hour before, which included paracetamol and codeine, the night staff tried to give me them again. I said I had only had them an hour prior and they said they hadn’t been informed of that. The day after my op I had severe bruising starting to come up on my abdomen and showed the nurse who was not concerned whatsoever.
They had agency staff that were wearing headphones, one that said she had no idea what op I’d had after telling me to get up and walk, honestly couldn’t make it up.
Day 2 arrived and I was greeted by a nurse at 7am asking when the earliest was that I could get someone to pick me up.
Just before I left, I asked the nurse who had discharged me to look at my tummy as it had suddenly gone completely black/purple. Without even looking, he said ‘it’s fine, goodbye’.
Ended up back in hospital two days later with internal bleeding/haematoma and needed blood.
Literally the worst medical experience of my life. I have complained to the hospital, but wanted to warn people about the treatment I had here. When I was speaking to another mum at school about it, she said that she had also been taken to Spencer ward after an op she had and was left covered in vomit, shivering after surgery for over three hours with nurses saying they were ‘busy’ with other patients.
If you work at the Spencer, and are reading this, do something about it. The ward is clinically unsafe and I would NEVER use this hospital again, let alone pay for an op here.

Gastroenterology consultant/secretary QEQM failed to respond to phone calls, voice mails and e mails. Also no reply to web form sent.
All a waste of time and hardly inspiring for a Private Hospital!

I had a knee replacement on Sunday the 8th September at Spencer Margate. Although I was NHS . I’ve got to say my experience has been fantastic. I was very worried about the procedure and the after care and I’ve got to say every single member of staff has been amazing. Friendly, attentive, caring and supportive. They all work as a team from the cleaning staff,kitchen staff,Hca, nurses, surgeons, porters, pre admission and management. If I’ve missed anyone I’m sorry but they have looked after me so so well. Not one complaint. They have totally put me at ease and I can’t thank them enough. The physiotherapists has given me so much confidence that on day 4 I was able to stand on one leg . They have pushed me which everyone needs to recover so a massive thank you. I literally cannot thank everyone enough. Look after your knees

What a stress the pre-op process is! No clear communication, you leave messages and no one calls back, messages aren't shared with the surgeon - awful! I won't even start of LifeBox!

Surgeon was absolutely fantastic, would have given 5/5 stars for this portion.

Post operative care - non existent and I cannot quite believe the way they operate is legal in terms of their duty of care to the patient. I've no idea on what I had done really. Was discharged with hefty antibiotics but no one could tell me what they were for. Spent over 3 hours telephoning, left 2 messages for the surgeons team and 3 for the ward team but no one ever called back. You cannot directly contact the ward post surgery like you can when discharged from sole NHS wards. Frustrating and surely unsafe.

If you can stand the pre and post operative emotional stress, then the clinical care from surgeons, nurses and HCAs is second to none.

This review is solely about my experience of the administration of this company, not of the medical treatment that I received.

I was due to undergo a medical procedure in a few days to relieve my back pain when I received an email from the Spencer Booking Team giving me 24 hours to attend hospital for pre-op tests. I didn't believe that these tests were necessary as they had already been carried out. I telephoned a nurse at the hospital who confirmed that I was correct.

A few hours later I received a terse and threatening email from a member of the Booking Team telling me that my procedure would be cancelled if I didn't attend hospital for these tests. I twice tried to telephone the woman who had sent this email, but she didn't return my calls. I then sent an email, but received no reply.

The next day I had no option but to make what was, for me, a painful journey to the hospital that was, of course, unnecessary. A few hours after my return from hospital I received an email from a different member of the Booking Team telling me that I didn't need to go!

After this fiasco I tried to make a complaint. The hospital website said that I should complain to the hospital director. I telephoned on two consecutive days leaving messages for her to call me back, but she never did. I then sent a letter by Royal Mail “Signed For”. I later found out that it was four days from the time the hospital received the letter until it arrived in the director's office.

Fortunately the director's PA was then very helpful. She arranged for both the Head of Customer Relations and the Head of the Booking Team to phone me. They both agreed that big improvements needed to be made. As I will have to continue my treatment at this hospital I will be interested to note if anything ever gets better.

2* for pre-op staff.

If you can get over the incompetence of the pre admission staff not knowing how to do their job then you’ll be fine. From appointments being book and not notified, data breach pre-op nurses unable to provide basic information. The list was endless, I nearly cancelled due to this.

Lessons are to be learnt at this hospital for pre-admission, a basic leaflet could answer 90% of the questions I had. Patients should not need to make complaints.

5* for consultant and PA

Mr Slack and his PA Janet are worth their weight in gold. My surgery went well, he came and saw me on Sunday ( day after surgery) talked through what he removed and what he replaced. Very reassuring to say the least.

Overall satisfied with my procedure and after care stay in Margate.

I recently had knee replacement surgery under the NHS Choice scheme. My initial impression, apart from being surprised by the "shabbiness" of the room, was favourable. Sadly, the high standard of care by the Surgeons, Doctors, and Physios was not matched by the post operative care and food.

There didn't appear to be any shortage of staff and several, notably the night staff and Jamille (?), were obviously quite caring. However, I was not impressed by a young staff nurse who was no way going to change my damp sheets (perspiration from being left under heated blanket) until I insisted and who later said, quite sharply "if you want anything, you have to ask. We're not mind readers you know." Well actually, when some poor old soul has just come back from theatre, with tubes in all sorts of places, I would say there is a word which she should have been aware of. Empathy!

At no time during my stay was I asked if I wanted to clean my teeth or wash my face. And, having vomited 4 times on my last morning, I had to ask for paper towels which, as they were dry and hard, I had to moisten with water from my jug of drinking water.

Now on to the food. Apparently the current menu is due to "supply issues". I noted that the crumpled paper with the menu types on it was first dated in August. Now, apart from being a good cook, I spent 30 years of my 40 year career, either working in homes, managing home helps and meals on wheels provision for KCC, or, for the last 15 years, inspecting, care homes, domiciliary care etc. And I have to say I have never, ever come across such dire, cheaply produced, food.

Obviously I would be very interested to know whether private self funding patients have better food, rooms and attention than "NHS choice" patients. I would suggest that whether the answer is Yes or No, it is a very poor attitude on the part of this hospital.

I haven't bothered to waste my time submitting a feedback to the hospital as I have no confidence in them taking any adverse comments on board. Instead I have asked my social media savvy younger relatives to pass on my experience.

Awful. I was referred through the NHS and on the Spencer Wing side of it (the NHS side was great), there were issues at nearly every point. The sad thing is they were mostly easily fixable issues but when I fed these back I was treated even more shoddily and even blamed for some of their issues, hence this review. I can't even imagine how you'd feel if paying privately. They just don't seem to care or want to imagine how things they do and say, actually impact their patients. Avoid is my advice.

I have to say this is the first time I have been here but it will be the last. Reception was fantastic, efficient and friendly. Operating theatre staff fantastic. After care staff absolutely shoddy. You say you are in pain and someone comes and says we will see what we can do. 49 mins later and still waiting so I went looking for someone to help. Found someone who said we can do something about that. 25 mins still waiting. Really not sure on what the point is here but it seems emoty no staff and no service. Terrible

I was booked into have an operation on the 6th May and had taken all the necessary actions ahead of my operations, however when I arrived at the hospital they had no knowledge of the booking - after frantically walking to various departments and making several phone calls it turned out that the operation was in a totally different hospital some 30 miles away. Luckily my wife had remained with me and was able to quickly transport me to the correct hospital. When I questioned why I had not been informed I was told that a letter had been drafted but not sent. I am more disappointed that dispite my best efforts to raise this issue as a complaint I did not even receive a reply.

Dr Theokli, the Anaesthetist, Sharon and Josie the Nurses were excellent.

Incredibly caring and sensitive towards my 12 year old daughter today, who was booked in for an Adenoidectomy.

THank you for your care and attention.

Very caring and helpful staff, from the porter, nurses, anaesthetist and consultant. My daughter was well cared for.

Awful first experience with this hospital ....trying to contact impossible .....

Treated very well, from reception to the lovely Porter Roger? and Nurse Sarah.
Aneathetist;s and the Man from the kitchen.

Overall very godd but only criticism need all the Freeview channels loading lol

Professional,efficient and very reassuring

Everyone one was nice and friendly and very informative about my upcoming surgery.

So far everyone I have met or spoken to has been so very helpful and pleasant. Everyone has been very reassuring so I feel confident going ahead with my upcoming procedure.

Had my own private room with en-suite and the staff were really kind and attentive throughout my visit.

Very professional and caring experience.

Nurses and Doctors regularly called at my room to check all was OK.

Mr Tsvalllis also visited me shortly after my pooceedure to give advice

Really friendly and professional staff.
From reception to the assessing nurse the staff were efficient friendly and well organised on what looked like a very busy day.