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Cleveland Clinic Portland Place Outpatient Centre 2022-10-17 Person 4 5 0

The doctors, nurses, radiologist, and MRI staff were all excellent: professional, thorough, reassuring, caring. My one complaint is the contact centre and the need to deal with them to make appointments. I found that process disconnected, impersonal, bureaucratic and inefficient for me as the patient. A better process would be for the PA to the doctor to make the appointments as they know the patient and this would make the process much more reassuring and personal, less like the patient is just a commodity.

Please see above my comments about the call centre. The use of a call centre to make appointments and manage logistics is not appropriate for dealing with patients. It's too bureaucratic and impersonal. I feel like it reduces the care process to the same experience as dealing with your utility company - and we all know how frustrating and time consuming that can be. The problem becomes even more acute for patients traveling to London to get treatment and having to manage the logistics of several different procedures. It doesn't work - there is too much distance between the patient and the doctors.

Gynaecology Clinical Nurse Specialist Kirsty Wyatt was exceptional. She was extremely professional, caring, responsive, empathetic and efficient. She made an incredibly embarrassing situation so much more bearable. Thank you so much Kirsty!