4.86

North Downs Hospital is excellent with great communication and consideration to their patients.

Great experience carried out in a very nice environment.

North Downs staff have been friendly, helpful and attentive in all parts of my care whilst I attended the hospital and have to say the whole experience was first class. If there is one criticism its the automated phone system when you call the hospital, too many options, and I've waited for more than 10 minutes on a couple of occasions and still not spoke to a person....!

The hospital was clean and a pleasant environment to be in. The waiting area was comfortable as well as at a good room temperature to wait in. it was light and airy.

No comment

Very good and friendly staff and excellent telephone communications with patients.

I was cared for extremely well both pre op and post op. I felt I could ask Questions when necessary.

Overall I had a good experience with the hospital. The team are very friendly and reassuring and the environment is good. The rooms need improving the first room I was given was freezing which given the time spent in it was 3-4hrs pre and post surgery wasn’t ideal. I understand the medical staff are very time pressured but given the risks surrounding eye surgery and infections I feel they could have responded sooner when I called them. I contacted them 7am on a Saturday 36hrs after surgery after waking in pain and a very red eye - symptoms you are told to contact them immediately about when discharged. Despite chasing twice through reception nobody from the medical team called until 3pm that afternoon. In that time Mr Khan who I’d emailed that morning very worried called me from home within the hour to review my symptoms. If he hadn’t I would have spent an entire day extremely worried and I’m very grateful he did. I do feel the admin/accounts team need to look at their processes and document sharing. Logging in is difficult, all documents are on white backgrounds which with cataracts make them very difficult/impossible to read due to the glare. I also had to highlight to the accounts person when she called for payment of my second eye surgery, that I hadn’t been billed for the first one - which they had completely missed and thought someone had contacted me.

All good , great coffee.

All members of staff were very professional and friendly.