Our medical treatment was successful, but the administrative handling, the violation of a written transportation agreement, and the behaviour of the sales manager Farah and the disorganized scheduling made the overall experience extremely stressful.
To provide a fair and factual review of Natural Clinic, I will clarify the people involved in our experience: online pre-sales contact Mohamed (identified as Felix Aissi), transportation personnel, hotel/accommodation personnel, sales staff at Natural Clinic, dietician Fatma Yavas, English–Turkish interpreter Aziz, surgeon Dr. Gökmen Öztürk, medical staff, Sales Manager Farah (surname was refused when requested), and the scheduling team communicating via WhatsApp whose names were not provided.
I was the paying client and caretaker, and my brother was the patient.
All arrangements and the full offer were handled via WhatsApp between me and the sales person Felix Aissi. During the pre-sales stage he was empathetic and helpful and provided an acceptable offer for my brother, me and my son as companions.
Upon arrival, the accommodation provided was not consistent with the images we had received beforehand. We refused the initial accommodation and were eventually given two hotel rooms opposite each other.
When we arrived at the clinic we were immediately asked to pay the full amount in cash. When I asked to see the contract before making the payment, the request was dismissed and I was not provided with a contract or written documentation at that time.
The pre-surgery check-ups were poorly coordinated. Incorrect information about check-ups was provided by the scheduling team. Neither Felix nor the scheduling team could be reached via WhatsApp call or phone call, only through messaging when they decided to reply.
The exact date and time of the surgery were not confirmed until the last minute. On the day of the surgery we were told that the surgery would take place in the morning, but we waited in the hospital cafeteria for several hours and the hospital room was still not available. The contract and surgery documents were eventually given to us in the cafeteria. The documents were mainly in Turkish and no medical professional was present to explain them.
The surgery itself went well. The medical staff were caring and professional, the hospital room was clean, and the interpreter Aziz was professional and helpful throughout the medical process.
My brother stayed in the hospital for two nights. According to the written agreement we made via WhatsApp before booking the trip, transportation between the hotel and the hospital for me and my son during these two days was included so that we could be with my brother during the day.
After the surgery there were repeated issues regarding transportation. Initially the team refused to take us back to the hotel. I showed the written WhatsApp agreement to the scheduling team, sales team and interpreter. After this, transportation was provided once.
However, the next morning transportation was again refused. Each time I had to contact the scheduling team and ask them to comply with the written agreement, but the requests were repeatedly rejected.
When we needed transportation from the hospital back to the hotel, no transportation was provided and our calls and messages were not answered. We were left without assistance and had to take a taxi ourselves.
As we were on our way back to the hotel, I received a phone call from the head of sales management, Farah. During the call she raised her voice and spoke to me in an aggressive manner and stated that a WhatsApp agreement would not stand in court and that they would not comply with it. When I asked for her full name for documentation purposes, she refused to provide it.
The tone and manner of this conversation were very upsetting and disturbing, especially because my child was present and could hear the entire conversation. As a foreign visitor traveling with a child who had been left without the agreed transportation, the situation was very stressful.
The following day, when my brother was discharged from the hospital, we were taken to the clinic for a dietician consultation. After waiting for approximately two hours we were informed that the dietician was sick and the consultation could not take place in person.
It is important to note that the surgeon Dr. Gökmen Öztürk, the interpreter Aziz and the dietician Fatma Yavas were professional and helpful, and the surgery itself was a success.
Due to the scheduling issues, missing contract before payment, transport agreement not honored, lack of reachable contact, and my interaction with sales manager Farah, I cannot recommend the clinic.
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