Share review of Cleveland Clinic Portland Place Outpatient Centre

Cleveland Clinic Portland Place Outpatient Centre 2022-06-13 Person 4 5 0

The medical care was fantastic and my visit for the injection several weeks before was excellent with nursing staff very supportive during the procedure. Radiologist was also vey nice and explained what he was doing.

The contact centre is a real let down and in my view is really spoiling the experience. Before attending for the Injection I was told by the consultants PA to contact the contact centre to make the appointment which I did. They should have been expecting my call because they had the same email I did. Whilst they made the appointment I felt I was talking to a call centre and not a proper customer care dept. I then had to get a code for the procedure from the call centre but when i rang back no one could help with that and told me to speak to radiology on another number and could not put me through. I find this a strange way to deal with a customer. When I did get through to radiology the lady I spoke with then wanted to pass me to someone else as she was busy seeing patients to register them. I refused to be passed around to someone else and the lady eventually dealt with my call although was still unable to give the correct code which eventually I had to get from the Consultants PA. Everyone is very nice at the clinic but my observations are there are lots of folk at the centre in terms of Admin but they do not seem to have a clue. Consultant care from the person I was seeing to the Radiologist and his assistants is excellent but the Admin is letting the side down. A big dollop of customer care training is required in my view. These people are the first people you see and hear from as a patient so they are your shop window and you need to get this right. Currently it feels somewhat impersonal which is what I would expect from the NHS and not from a private clinic!

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