Review Time
Warning: I was charged £1,520 for a blood test without prior notification of the cost. My consultant referred me to this facility for a blood test in March 2024, and I had already settled my consultant's fee separately. At no point was I informed about additional hospital charges. The staff hurried me through the paperwork, instructing me to simply provide my name and sign, without mentioning costs or asking for payment. The facility's own policies require them to inform self-paying patients of costs upfront or to collect a deposit, which they failed to do. The first indication of any charge came when I received a £1,520 invoice days later. I filed a complaint, and the facility acknowledged that the way the forms were presented was misleading. They admitted that the staff should have communicated costs. I refused the test results, as I never consented to the £1,520 charge for a blood test. The facility acknowledged their fault and offered to reduce the bill by 50-70%. However, their findings confirmed they did not follow their own protocols, so I believe I owe nothing for a price I was not informed about. When I refused to pay, they referred the matter to a debt collector demanding the full amount. Their own policies state they must disclose the price, but they failed to do so. Now, I am left dealing with a debt collector.
Caution: I was billed £1,520 for a blood test without being informed of the cost. In March 2024, my consultant referred me to this facility for a blood test, and I had already settled my consultant's fee separately. At no point did anyone mention additional hospital fees. The staff rushed me through the paperwork, instructing me to just provide my name and sign without disclosing any costs or requesting payment. According to the facility's own policies, they are required to inform self-paying patients of the costs upfront or collect a deposit. They did neither. The first notice of any charge came when I received a £1,520 invoice days later. I lodged a complaint, and the facility acknowledged that the way the forms were presented was misleading. They admitted that staff should have disclosed the costs. I refused the test results as I never agreed to pay £1,520 for a blood test. The facility recognized their error and offered to reduce the bill by 50-70%. However, their findings confirmed they did not follow their own procedures, so I believe I owe nothing for a price I was not informed about. When I declined to pay, they referred the matter to a debt collector demanding the full amount. Their own policies dictate that they must disclose the price, but they failed to do so. Now I am left dealing with a debt collector.
I booked a GP appointment at a location and pre-paid the invoice. I have been satisfied with the GPs previously, but this time I had to cancel well within the free cancellation period. I canceled through the online portal—cancellation was confirmed, yet I received no refund for the pre-payment. Additionally, all records of the booking and invoice payment disappeared from the online portal and app. I emailed the contact center twice to express my concerns; the first time they said they'd investigate, and the second time I received no response. Now, I am left with no communication despite having proof of payment! BEWARE: If you book, DO NOT PRE-PAY. Wait until you arrive at the appointment and pay at that time, as per the approved terms of business. After persistent follow-ups, I finally received a refund ten days later without any explanation or apology.
I strongly recommend seeking care elsewhere. I had a crucial injection scheduled just before an overseas trip, but I received a call just hours before the appointment stating it was canceled because the doctor was no longer practicing. Unbelievably unprofessional to find this out so last minute, with no alternative medic available. The entire appointment was canceled. The leadership should be ashamed that their staff could not even offer an apology.
I recently visited this facility for frequent blood tests that required same-day results. From beginning to end, the experience was outstanding. The clinic team was incredibly supportive and welcoming, guiding me on parking and even coming out to assist when I struggled to locate the building, especially since I was using crutches. They addressed all my needs efficiently, and the care I received was kind, attentive, and professional throughout. A special mention to the receptionist who was remarkable and exceptionally helpful. I am very grateful for the support and would highly recommend this clinic.
I had minor surgery with an overnight stay at this facility, which I arranged myself. The medical facilities were excellent, and all clinicians and medical staff were outstanding. I gave one star solely for the back-office administration and billing process, which I handled personally. Despite providing proof of payment through receipts and bank statements before admission, as required by the facility, I am still receiving invoices and emails a month after discharge, asking for payment for charges that have already been settled. The customer service staff seem largely untrained and struggle to handle issues or communicate effectively via email. Thankfully, the medical team, from the surgical staff to cleaning and catering, were all exceptional. However, the administration team severely undermines the overall experience.
I arrived on time for my appointment but ended up waiting half an hour for a flu vaccine. I was informed that the nurse was with another patient. Eventually, I was told they were out of the vaccine. I wasted 30 minutes on a weekday and did not receive a refund.
I had a disappointing experience at the clinic. There was a lack of integrity regarding payments. I received an incorrect invoice nearly two years after my procedure, and my emails requesting a correction went unanswered. I was not provided with contact details for senior management to resolve this issue. Recently, they asked me for additional payment for something I don't even recall happening. There seems to be a lack of financial discipline, quality oversight, and customer service. It feels as though I have been scammed.
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