Patient feedback

We ask all our patients three simple questions when their treatment is complete. This is to assess their experience of the care given. Patient experience is just as important as the quality of clinical care. These questions are:

  • What did we do well?
  • What did we do badly?
  • Would you recommend us to friends and family?

To read patient feedback please click on the links below. All results and comments are published unedited each month, with only personally identifying information removed.

Select a quarter

Feedback Q2 2015

  • What did we do well?
  • What did we do badly?
  • Would you recommend us to friends and family?
  • All very good
  • Tiny bit vague about instructions about what to do at home after op: but in fact there was nothing I really needed to do (or not to do), so...
  • Yes - if they were on BUPA
  • Everything – tests, consultation, communication and clarity around potential clinical outcome
  • Very minor complaint that post-op food could have been more easily eaten.
  • Undoubtedly
  • Everything, thank you for your help and kindness!
  • Yes
  • All staff were very friendly and created a relaxed atmosphere.
  • Nothing
  • Yes - absolutely
  • Very efficient, caring service. Patient requests/wishes listened to and answered.
  • Pre-op blood tests were not as efficient as rest of service – a recall for repeat blood test was carried out without an explanation
  • Yes definitely
  • Surgery went very well. Healing process very quick. Good recovery.
  • You could explain more fully re timing of removal of main plasters pointing out that strips over wounds should not be removed until they are falling off after say 10 days. Brochure would help. Helpline Tel no was very helpful in confirming course of action.
  • Yes definitely
  • I found all staff with whom I had contact to be friendly, efficient, caring and many quite humorous. This made my stay as relaxing as it could be.
  • Not badly but the internal/external decor needs attention
  • Yes
  • Aftercare was good. Regular checks and explanations and a quick discharge.
  • The delays pre-op were not well communicated so from being told I would shortly be going in I then didn’t hear anything for three hours.
  • Yes
  • Most things!
  • Staying in hospital – no daily newspapers – free or ordered in advance
  • Yes
  • Good time keeping. Good explanations. Helpful staff
  • I’m still trying to think of something!
  • Yes. Thank you
  • Fast investigations of problem and very diligent (no stone was left unturned). Efficient management of appointments – even taking time between ops to see me. Minimal post operative pain. Very friendly and professional, puts patients at ease.
  • Better prepare patients for colonoscopy, even with sedating it is very painful and bowel prep is awful!
  • Definitely
  • High standard or nursing care. Good food and appreciated response to individual request to the chef who was happy to oblige.
  • Room decor looked a little tired. Nowhere to leave valuables in room as lock to bedside cabinet was broken.
  • Yes

Feedback Q3 2015

  • What did we do well?
  • What did we do badly?
  • Would you recommend us to friends and family?
  • Overall I was very happy with the treatment I received. This was my first experience of an operation and I was very agitated before the event. However there was nothing to worry about all the staff were very considerate.
  • Yes
  • Very well looked after. Room comfortable and everything within easy reach. All staff caring and nothing too much trouble
  • No
  • Yes
  • Very well indeed
  • Not at all
  • Definitely
  • A job well done. Thank you Nick and staff
  • Cannot fault anything
  • Yes
  • Everything
  • Nothing
  • Definitely
  • Problems were spelt out in the pre-assessment. The operation was carried out very efficiently. Explanations were clear and no pain resulted.
  • N/A
  • Yes
  • Excellent care, very little waiting around. All the staff were friendly and very aware of my needs especially after the operation. Mr Boyle has excellent bedside manner and was always very approachable
  • Yes
  • Acted quickly
  • Yes
  • Yes, you did very well everything
  • Sure!
  • Mr Boyle tried hard not to do permanent damage to the nerve next to the hernia and probably succeeded. Enjoyed chatting to the Irish nurse who dressed my wound. Sandwich provided by Spire was extraordinarily good.
  • Yes

Feedback Q4 2015

  • What did we do well?
  • What did we do badly?
  • Would you recommend us to friends and family?
  • A very personal, caring service from start to finish
  • Nothing
  • Definitely
  • The procedure and risks were clearly explained. The operation appears to have been successful and the recoverytime much shorter than expected.
  • The hosital needs to be more precise regarding pain killer impact and history of stomach ulcers.
  • Yes I will
  • Efficient and convenient booking system. Operation went well with speedy Recovery.
  • No complaints
  • Yes, most definitely
  • Completed the operation as described in the initial consultation without any problems and with a gentle concern for the patient and his fear.
  • There are no criticisms at all of this service.
  • With pleasure, we would recommend the surgeon, staff and hospital to anyone in need of surgery.
  • Everything
  • Nothing
  • Yes
  • Pleasant, knowledgable, efficient. operation date a week after consultation, all good on the day of the operation, everyone friendly, felt at ease
  • I must have been moved down the list of operations, told number 2 of 7 but didn’t get back to the room until nearer 6pm so felt rushed to leave the hospital 3 hours later.
  • Yes
  • Everything
  • Nothing
  • Yes
  • Most things
  • Not badly, but would have preferred to be told in more detail how the day was likely to unfold. E.g. “We ask you to arrive at 0800 but you could be operated on any time before 1300. You will be under the effect of anaesthetic for about 90 minutes and we will keep you in for another 1.5 to 2 hours to check you are okay and we’ll send you home with some painkillers no later than 1800.
  • Yes
  • All contact, phone, admin and appointments handled promptly and professionally before and after the operation, which went smoothly and exactly to plan and time. The anaesthetic team were good, catering for my anxiety as best as was possible.
  • Nothing to mention
  • I would recommend the hospital for its smooth running. I would recommend the surgeon for his expert ability. And the anaesthetist for his professionalism and caring bedside manner.
  • Both the care provided at the hospital and by Mr Boyle in particular has been exemplary.
  • Nothing - all was good
  • Yes, definitely
  • All was done very well. Surgery seems excellent
  • All was fine
  • Yes
  • Everything
  • Nothing
  • Yes
  • Speedy response to initial booking, Mr Boyle kindly brought endoscopy date forward. Mr Boyle very personable and professional. His secretary is the ultimate and efficient organiser!
  • Feel the condition could have been explained in full closer after the endoscopy date. Read up condition on line whilst waiting for follow-up.
  • Would definitely recommend!
  • All good
  • Nothing
  • Yes
  • Reception – welcome – introduction – explanations etc all excellent. All staff – doctors – anaesthetist – nursing staff excellent
  • Food – catering in general – very poor for a 1 night £520 charge! Very poor indeed! ..... with little or no flexibility with timings
  • Certainly! Everything apart from the catering and car parking was superb. Thank you

Feedback Q1 2016

  • What did we do well?
  • What did we do badly?
  • Would you recommend us to friends and family?
  • Excellent and prompt communication between your office and my GP. Cc’d to me – ALWAYS so helpful. Excellent care during my stay for a procedure @ Spire. Excellent advice re my options – have surgery or not
  • Was expecting a little more guidance post-op re what to expect and whether diet needed to change. Over 20 mins wait 2 our of 3 pre-op appointments.
  • Yes
  • I do not think there was any possible way to do better! From the very professional receptionists, the interaction by the first nurse, and all the other staff (nurses, theatre staff, cooks) I felt treated as an individual, and with concern throughout. Mr Boyle himself was an outstanding communicator and very skilled doctor, as was Mr Ugo, the Senior Houseman
  • Car park isn’t big enough – but we coped
  • Definitely yes, and without any reservations
  • Everything
  • Not a thing
  • Yes
  • The operation went very well – a big thank you to the surgery and anaesthetic teams. I was pleased to be able to be discharged on the same day as the operation
  • There was a huge mix up with paperwork on the day of the op. All the papers from the pre-op appointment went missing, so all the questions and tests were repeated – lots of comings and goings! It gave the impression of incompetence, adding to the pre-op anxiety! However, all the paperwork was found before the op, so all was well in the end!
  • Yes
  • The process was made very clear and straightforward. The operation itself was performed smoothly (I was unconscious) and my recovery time was very quick. The problem has now been dealt with for which I am very grateful
  • Nothing
  • Very much so!
  • The keyhole surgery was excellent, and quick to heal up. Care at the hospital was also excellent.
  • Yes - Many thanks to all
  • Everything
  • None
  • With very great pleasure
  • Everything
  • Nothing
  • Yes
  • Everything
  • Nothing
  • Definitely
  • All pre and post care all excellent
  • No
  • Yes
  • The whole process was very professional
  • Yes! – but hopefully no one will need your services!
  • Surgery appears to have gone well. Day care in room was good and nurse who discharged me was excellent
  • The recovery period was underplayed. I know this was to set me at ease pre-operation, but post operation it made me worry that it was more painful or slower to recover than I was expecting – ie “something must have gone wrong if I feel like this”. Night care wasn’t good. Skeleton staff, with imperfect English. I was asked “when did you last take medicine/pain relief?” I was confused and thought they’d be giving me answers, not questions
  • Operation successful. Thank you
  • You explained everything clearly. I was reassured by the care I was given. Very happy – very grateful
  • N/A
  • Yes I would