Admitted as self funding for total hip replacement 11/10/18. Well received, everyone introduced themselves. V clean single room with ensuite and lots space for personal items, plus 3 emergency cords. Staff and food exemplary. Very caring, professional and helpful. No pain of any kind, monitored at all times, eg bp, temperature etc. Visitors directed and received refreshments if required ( to pay). Aftercare v good, 3 physio visits, incl hydro if requested. Consultant reviews and appropriate advice. Felt very cared for by all staff. Only slight let down, walls thin and if hearing difficult, the tv heard next room if sound too loud. On leaving given plenty of time to prepare after 4 nights..could have stayed 5 if Consultant deemed it necessary. I need right hip replaced, as I write this, but unfortunately do not have sufficient funds thus time... ( if any way I could have 2 nd hip replacement performed by same highly efficient and professional team in the same Runnymede BMI Hospity, I would be so grateful. It was as if I was on holiday, having waited so long for NHS listing. Was diagnosed by X-ray in Juky 2017, but tried physio 2 times, paid for hydrotherapy and acupuncture. When I met my Consultant I knew he was the best person for my total hip replacement. His p.a.was so helpful and professional in guiding me thru all the processes. Even told me where to find disabled parking! I always felt as if I was in v safe hands all the time. Returmning to Runnymede for Physio, and to see my Consultant, all other staff are of the same high standard. Thank you all from reception, nurses, trolley persons, caterers etc.to the v top such high professional care - I felt as if I was on holiday. ( my only slight reservation is I have yet to receive a receipt from BMI for my substantial cheque).

This reviewed is based on extremely poor customer service from the customer service team at Blackheath hospital. My elderly father is a patient at Blackheath hospital and on several occasions reception had sent us to the wrong address. We were sent to Lee Terrace for ECG and sent to Independent Road for blood glucose test. My father has bad leg so we had to call taxis back and forth. We also met another patient at Lee Terrace who was wrongly sent there so I offered them a ride in my taxi as his wife was in pain and had booked to see a doctor in Urgent care but was sent to the wrong address. Another incidence happened today when I called to booked a follow up appointment for my Dad in GP service. I spoke with a person in the GP service and they told me I can book the appointment but can't call to change or cancel the appointment. I explained to that this has never been a problem because my dad is deaf and wears hearing aids and I am responsible for all his appointments. They still insisted I can't call to cancel if the need arises and that I will still be charged. I don't normally write reviews but the customer service at Blackheath hospital from the reception and those that take the bookings for appointments is extremely poor. This is a private hospital and I except better. I would be grateful if this matter is looked into.

Reply from BMI Healthcare
Thu, 24 Aug 2017 09:58:11 +0100

Thank you for your review of your experience at our sister hospital BMI Blackheath. My sincerest apologies for the issues you have experienced and we are very disappointed to hear you had a negative experience. We have advised the site of the issues you have raised. If you would like to discuss this further, please do contact the Patient Administration Manager at BMI Blackheath Hospital Ashley.Durling@bmihealthcare.co.uk. Once again, our sincerest apologies for these issues. Please do not hesitate to contact us if you have any questions. Many thanks, Ellen at BMI Healthcare