Cleveland Clinic London Hospital

Cleveland Clinic London Hospital 2022-06-23 Person 4 5 0

Important to get feed back.

Cleveland Clinic London Hospital 2022-06-21 Person 3 5 0

On the telephone call prior to admission, I was told that on the day of the procedure I would be allowed to have my husband with me, especially to help me as a translator, which didn't happen as he was asked to wait outside. The nurse then, told my husband that she only would need me initially for a brief period of time and that I would soon be back to the waiting area before being admitted for the procedure, which also didn't happen and my husband wasn't even informed about this change of plans. During admission, I informed the nurse that my nose was severely blocked due to hay fever and that I was concerned that it might be a problem during the procedure. The nurse then advised me she would speak to the endoscopist and check the implications of that but before I knew I was being taken to the procedure room without any answers regarding this matter. It was only inside the procedure room that, since no one took the time to ask the endoscopist, I raised the question myself as I was concerned that my nose being blocked would cause me trouble breathing during the procedure. The consultant told me that it shouldn’t be a problem as I would breathe through my mouth, but as soon as the nurse applied the anaesthetic spray to my throat I started having difficulty breathing, especially in the position they wanted me to be in. As I moved my head gasping for air, I realised I hadn’t removed my earrings and as I was removing one of them, one of the nurses took the other earring off my other ear and my glasses off my face without even asking, which got me very stressed as I realised that I wasn’t being treated with respect. During the telephone call prior to the procedure, I mentioned to the nurse that, even though I didn’t have a mobility issue per se, I had a surgical procedure in the recent past that was still causing mobility restrictions and pain. The nurse reassured me that on the day of the procedure this would be taken into account and that I would be able to assume a position that I would be more comfortable for me to be in. Unfortunately, no one seemed to be aware of that on the day and even though, already in the procedure room, I explained the situation to the nurses they didn’t seem to know what to do with that information or they didn’t simply care at all, as they required me to be in the position that was easier for the procedure to be performed and pulling my head back into position while I was trying to breathe. For the procedure itself, even though I have had the same procedure done twice in the past, I was thoroughly informed that there were three possible ways to go ahead and I specifically gave consent for the procedure to be done under conscious sedation, as I had for my previous endoscopies, so I was already familiar with how the procedure should go. Although the sedative was given, neither the consultant nor the nurses waited for the medication to work. Even before the medication was handed to the consultant, one of the nurses put my head back in position and put the mouthguard on me even though I was struggling to breathe and it caused such severe stress that I started frenetically bitting the mouthguard while the consultant without even looking at me asked the nurse for the sedative and, as soon as the endoscopist applied the medication on my vein, he got the procedure started. Because of this lack of professionalism and patience to wait for the medication to take effect I could feel the endoscope being forced through my mouth and oesophagus and while I saw the consultant moving the equipment to get better images I could feel the movement of the tube inside of me as the procedure was being performed.

The team who performed the procedure, the consultant Gavin Johnson and the nurses who assisted him in the procedure room, were very successful in making this experience an exceptionally bad one.

Cleveland Clinic London Hospital 2022-06-20 Person 4 5 0

Everyone i came into contact with was excellent, kind and caring. Having been in other hospitals and visited family members i can honestly say this was the best i have seen and all the team should be congratulated on this.

Cleveland Clinic London Hospital 2022-06-20 Person 5 5 0

The staff is excellent, the clinic is the best I have ever experienced. My stisfaction is complete.

Cleveland Clinic London Hospital 2022-06-19 Person 5 5 0

I found the staff to be professional, courteous and helpful at all times. They are all amazing and a credit to the clinic.

Cleveland Clinic London Hospital 2022-06-19 Person 4 5 0

Cleveland Clinic London Hospital 2022-06-19 Person 5 5 0

I was very scared about having surgery for the first time, but I could not have felt more cared for. Everything that was going to happen during my stay was very well explained, and I felt I was in very safe hands. My pain was managed as well as possible, and how I should care for myself at home was outlined clearly. A nurse called me at home the next day to ask how I was, and I was able to voice any concerns I had. A follow up appointment with Mr Imber was arranged during the day, which was reassuring. Overall the experience was excellent, and I would highly recommend the Cleveland Clinic to anyone considering surgery. I was looked after during my stay by one nurse, Jezel Cuyos, which added to the feeling of being safe and cared for. I want to say how brilliant she was, so kind and patient, and also competent, and even let me know when she was going for a break, if I needed anything. I would like to thank all the nurses and doctors who helped me through a very difficult day.

Cleveland Clinic London Hospital 2022-06-18 Person 5 5 0

Exceptional, lovely staff, spotless facilities. Great care

All of the people caring for me were great and Mark Hamilton was compassionate and understanding

Cleveland Clinic London Hospital 2022-06-17 Person 3 5 0

The medical care is excellent. The admin/ organisation of this hospital is a disaster. I was told a different doctor was performing the procedure to the one I had. The check in is hopeless - I was asked to sign papers for another patient. No paper in the printer. Didn’t know where to take me. Systems not working. The same questions were asked 5-6 times by different people ( in addition to having a phone call with a nurse the week before). I had to fast for almost 24 hrs before the procedure - it would be good not to have to walk from check in desk to check in desk to office to the dept reception when not feeling great. Other hospitals have a direct check in on the endoscopy dept for this reason. Then when my husband came to pick me up the reception staff had no idea where I was.

Nurse Leah and the sister in the endoscopy unit.

Cleveland Clinic London Hospital 2022-06-17 Person 5 5 0

It was my first visit and everything was great. The only questions I haven't answered are not applicable.