Cleveland Clinic Portland Place Outpatient Centre

1) On booking the appointment with Professor PS I informed his secretary, at her request, that needed advice on incontinence. When I met Professor PS he told me that he did not give advice on that, and referred me to a colleague. So the appointment was a waste of my time and his. 2) No one said anything about the cost of my visit. I raised this with Prof PS, who said that was normal, since I am insured. However, that is not an acceptable answer. First, as I told Prof PS, I have a high excess on the policy, and, second, I may, in any event, choose not to go ahead with treatment. In either case, it would be me who would pay the cost of obtaining advice at the first consultation. Thirdly, I am the patient, not the insurance company, and so am entitled to be told the cost of the care that I am to receive. I note that one of the questions asked in this survey is whether the costs of the treatment were communicated to me: I infer that Prof PS was mistaken in saying that I should not expect that.

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Upon entering the building I was met with security who was very welcoming and polite and asked me about my appointment and if I could wear a face covering. I was then met by a very pleasant receptionist who sent me up to the correct floor. I was then shown up to the floor by one of the nurses who happened to be going up in the lift. Every member of staff I met was very friendly, the clinic was very clean, and my experience with the doctor (Dr Jayaseelan) was very positive, she made me feel very comfortable. I then went up to Floor 4 for a blood test which was administered by a lovely nurse, who sent me on my way with a latte and biscuit. The whole experience was great from start to finish.

Arrival

Check In

Empathy

Teamwork

Listening nurse

Communication nurse

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Communication Healthcare Provider

Comfort

Information

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Ease of care

Experience