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Cleveland Clinic Portland Place Outpatient Centre 2022-03-05 Person 2 5 0

On arrival there were about 6 tracksuited bouncers on the door and into the reception - very intimating for my mum (85) and the clipboard holder checking we had an appointment made me feel I was at a checkpoint rather than being welcomed. We were escorted to the MRI waiting space and again it felt like we were in a prison! Although my mum is clearly elderly, no one spoke up so she could hear them behind their masks and I had to ask them to do so several times. The changing room was cold and there were no hangers (locker 3) and just a locker for my mum. The toilet had no loo paper and the loo roll that had been put in there was put on the floor but was so far away from the toilet - she had to get up to get it. Both the loo and the changing room looked like building works were on-going. Overall it was the cold and the lack of comfort in the MRI changing room. When she was offered tea - it arrived in a cardboard cup - again not what an 85 year old expects when we 'go private', we are used to 5 star at London Clinic or King Edward 7th. My personal complaint is the digital platform - fine (although irritating) for my generation but mum just wants an email - no logging on and off - she has cancer, she is 85 and to have anything in a hospital that is unaccessible seems badly thought out. For example on Tuesday she has a ZOOM with her Dr - However instead of sending her a simple Zoom link, she would have to log into this platform - I will be at work and was planning on logging in with her but now it looks like this is also inaccessible for her.

Heating up and clean up the changing rooms and do the work in the loo. Sort out alternatives for the digital platform.