Unreliable.

Unreliable.

They waited till the day before my surgery was booked for to tell me that i am unable to give informed consent for the surgery to go ahead. The reason being that, they had failed to tell me about an alternative surgery which they felt may be a better option. I had been to the clinic before that day and interacted with the clinic on many occasions before yet they left it to the day before I was supposed to have surgery. Why would they have not made me aware of my options in advance I do not understand.

To put it simply they made a mistake, that mistake cost me financially because I took time off work, made the trip to London, paid for a hotel and mentally prepared myself to undergo major surgery.

I had decided to go ahead with the surgery the next day as this is what I came to London to do. However, they refused and said because I was only told about the alternative option less than 24 hours ago they cannot perform the surgery. This was not my fault and I should not have had to take on the costs of their mistake. They told me to rebook for another date in the future and go through the entire process all over again.

When I told them I was unhappy, they said they can not treat me any longer as a patient at their clinic and they did not even pay me back for the travel expenses and wasted costs.

Instead they ignored the fact that I was unsatisfied with their service and their approach to dealing with complaints.

To summarise, they do not treat you like you are patient, you are simply a customer.