Share review of Cleveland Clinic Portland Place Outpatient Centre

Cleveland Clinic Portland Place Outpatient Centre 2022-06-27 Person 4 5 0

Visited Portland Place twice now. My first visit was not straightforward as I was ushered to the wrong floor twice and check in was not straightforward. It did not give me any confidence. However, my second visit was much improved and straightforward. Unsure though why I have to repeat my personal details twice. Once at check in and later at another floor. However, the staff are always polite. The gentleman at the door offered a welcoming smile when we arrived and another goodbye smile when we left. Overall, a very good experience.

One thing that I think you should consider. I have visited both Portland Place and Grosvenor Place twice now and had numerous telephone conversations in between from both places. The staff I have dealt with are very professional and always polite. But believe they over use the word of ‘sir’ when dealing with patients. On one phone call the word ‘sir’ was used six or more times. During an ECG it was used at least four times. The word ‘sir ‘ is very generic and I found a little demeaning for your staff. Also not sure it really provides the confidence you seek. I believe the use of one’s name is much more professional and of course very personal. It offers just that that extra reassurance and personal touch that makes all the difference. For example……”are you feeling comfortable Mr. Gottschalk” is far better than saying “ are you feeling comfortable Sir”. It’s personal to me and how I feel. When you are called “Sir” you know that they do that to everyone and therefore looses its impact. When I asked the nurse who set up my ECG why he kept calling me sir ….his answer was habit. So in essence I was right……if you call everyone sir it just looses its impact as you know he calls everyone the same. Cleveland aim must be ( I assume ) is to make patients feel very special…….by calling them by name achieves one of those objectives instantly……..but not to be over used. I do hope this note is received not at any criticism but as constructive feedback. Very Best Regards Alan Gottschalk

Please congratulate the male employee who greeted me at the door of Portland Place. His welcoming smile and conversational approach was both professional and exemplary. Time….9.40am 22/06/22.