Very disappointed
Very disappointed with the services at their clinic. I’ve started with a well woman health check at the Harley street health centre which went overall ok, but at their recommendation I was booked for an abdominal and intravaginal scan which I was told would be “around £400”. Fast forward to the scan, apart from the fact that the radiologist was late for the appointment he also grossly represented a size of a cyst he found on my liver. This was picked up by me when the report was forwarded to a consultant. The error itself gave me unnecessary anxiety and worry and made me doubt the whole report. I am also terribly disappointed that the doctor who recommended the scan and read the report did not pick up on this grave error as well. On top of all that I was sent an invoice for the two scans of over £1,200. Needles to say I will never use the services of these healthcare providers again.
Madalina Barbu
Avoid like the plague
Avoid like the plague. Stealth charges galore. They invent outrageous charges and add them on after the event. You might not even get told about them for months afterwards but then the demands start coming in.
Pete
This used to be a good and trustworthy…
This used to be a good and trustworthy institution that looked after their patients in London. However, after my last visit I felt that doctors there are only trying to maximise patient's expenses. I presented recent blood test results to the doctor to review these, but he suggested to do additional blood tests. I assumed those tests would be to dig beyond the one's I have presented. I was clearly misled as the new blood tests were the exact same (one to one ! ! !) as the previous one's presented during the consultation. Even the results were not deviating significantly from the updated one's. Since this moment, I highly discourage anyone to use HCA's services and take any recommended in-house tests with a pinch of salt.
Pete C
Shoddy business practices
Complete lack of transparency on costs pre-surgery, quote provided pre-surgery was misleading (by their own admission). Post surgery, random amounts were subsequently charged to my card 2 months later without any advance notice or sending a receipt afterwards (as it states they are obliged to do in their own T&Cs), nor clarity as to what those amounts are for. Time wasted with customer services trying to get to the bottom of this, feels like they just add on charges and take payment without any advance notice or acknowledgment after the event, presumably they just hope you won't notice. Really poor.
RR
Terrible experience
Terrible experience, hospital care itself not good and made complaint following six nights in what they call their care . Follow up appointment made to see consultant and on arrival at hospital following a near 2 hr journey told to wait and someone would come to collect me. After 30 mins questioned how late consultant was running to be told he wasn’t on site! After a few phone calls informed my appointment would not go ahead and to go home and another appointment would be made !!
Christine
This is all about the billing…
This is all about the billing department....absolutely terrible experience. After paying a significant sum my partner was then sent another invoice and they just took money from his account. We still never discovered what exactly the 'extra procedure ' was and then it tuned out anaesthetic also is an extra charge which he was not told about .And invoiced twice but for different amounts ...On top of having the worry of cancer all the other hassle of trying to get money back has been a nightmare. WOULD NOT USE AGAIN BUT UNFORTUNATELY THEY HAVE A LARGE MONOPOLY IN PRIVATE HEALTH CARE .To add to this I have now learnt this is a very large American Corporation with very few actual offices in UK which makes me even more angry .
Jane Van Driessche
Please see if you can find somewhere…
Please see if you can find somewhere else to book. It's extremely difficult to book and navigate the phone lines. Such a maze, and no one seems to know what's going on. 4 times I had to call because they keep hanging up, and of course I have to be put back in the queue.. I was in contact with a person who advised a consultant under Bupa. Turns out, he is not covered under Bupa. I had to cancel my appoimnet which of course wasn't easy either, called 3 times.. don't bother.
Daniel
Beware - unexpected £1,520 invoice for a blood test
Warning: HCA charged me £1,520 for a blood test without telling me the priceMy consultant sent me here for a blood test in March 2024. I'd already paid my consultant separately. No one mentioned any additional hospital charges.Staff rushed me through a form - "just put your name and sign here and we'll let you in." No one mentioned price. No one asked for payment.HCA's own rules say they must tell self-pay patients the cost upfront or take a deposit. They did neither.The first I heard of any charge was when a £1,520 invoice arrived days later.I complained. HCA upheld my complaint that how they presented the forms was misleading. They admitted staff should have told me the costs.I refused the test results. I never agreed to pay £1,520 for a blood test.HCA admitted fault and offered to reduce the bill by 50-70%. But their own findings showed they failed to follow their own procedures - I don't believe I owe anything for a price I was never told. When I refused, they sent it to a debt collector - asking for the full amount.Their own procedures require them to tell you the price but they didn't. Now I'm having to deal with a debt collector.
Manuel Martínez
Excellent medical service but abysmal administration
I underwent minor surgery with an overnight stay at the HCA Hospital in Birmingham which I had personally arranged. The Hospital facilities were excellent, as were all of the clinicians and medical staff.The one star rating is purely in respect of the back-office administration and the billing which I undertook personally. Despite my providing proof in the form of receipts and bank statements to confirm payment of all charges prior to admission, as HCA had insisted upon, I am still, a month after my discharge, continuing to receive invoices and emails asking for payment of bills which have long since been paid. The customer service personnel, appear to be largely untrained, and have a poor command of how to deal with issues or to even conduct emails in a coherent fashion. Fortunately the medical team from the surgical team down to the cleaning and catering staff were all excellent, But the business is badly let down by its administration team.
JOHN RICHARDS
Expensive Disapointment
Poor, terrible admin, opaque pricing, clinically questionable. Second opinion suggested I was being sold intervention I shouldn't have.
John Dalston
I recently attended the HCA Healthcare…
I recently attended the HCA Healthcare UK for frequent blood tests that required same-day results. From start to finish, the experience was excellent. The clinic team were incredibly helpful and welcoming, advising me on the best parking and even coming out to meet me when I had difficulty finding the building, especially as I was on crutches.They fulfilled all my requirements efficiently, and the care I received was kind, attentive, and professional throughout. A special mention to Natalia at reception, who was amazing and exceptionally helpful. I’m very grateful for the support and would highly recommend this clinic.
LM Marketing
Booked a health check
Edit: they reached out to me and set an appointment the week after for an health check. Service was very good and the doctor (Hasan Kahn) was exceptional.
Cristiano Belloni
Booked a GP appointment at The Shard…
Booked a GP appointment at The Shard and pre-paid invoice, have been before and very satisfied with GPs. However, this time had to cancel, well within the free cancellation period. Cancelled via the online portal - cancellation successful, but no refund of pre-pay. Furthermore, all record of booking and invoice payment promptly vanished from online portal and HCA app. Emailed appointments contact centre twice to complain, told first time they'd look into it, second time no reply. Now total silence and they're just not interested despite fact I have their payment receipt! BEWARE: if you book DO NOT PRE-PAY. Wait to arrive at GP consultation and only pay receptionist then. This is within the approved terms of business. PS 10 days later after pushing with complaint finally got refunded. No explanation or apology, but got the refund.
John Guy
HCA Princess Grace Hospital - appalling service
GO ELSEWHERE: AVOID HCAConsultant sets up crucial injection at HCA Princess Grace Hospital to be timed just prior to an extended overseas trip. I don't live in London so bought train ticket. Just hours beforehand I received a call stating the appointment had to be cancelled because HCA had "just found out the doctor scheduled to give the injection does not practice any more". Unbelieveable - finding that out just hours before a long-scheduled appointment. No substitute medic available - so everything cancelled. Unprofessional organisation. Disgraceful. Princess Grace Chief Executive William Pressley should be ashamed his staff could not even say SORRY.
D W
Terrible experience in the clinic
Terrible experience in the clinic. Lack of integrity in relation to payments. Sent me incorrect invoice almost two years after procedure, didn’t respond to my emails re correcting invoice, didn’t provided me with the contact details of senior management to resolve the issue. Recently asked me for more money for something that they think did two years ago and I don’t remember happening. No finance discipline, quality oversight, customer service. It feels I have been scammed
Natalia Belokoneva
Waited for half an hour to get a flu…
Came at the right time for my appointment and waited for half an hour to get a flu vaccine. They told nurse is with another patient. In the end, they told me they are out of vaccine.Wasted 30 minutes in a weekday. And didn’t get a refund.
Consumer
Well received with care taken and…
Well received with care taken and examination Dr proscribed a course of antibiotic to cure an infection.After the one week of pills and recommended days to watch progress, the infection remained and I called regarding a follow up.'No, you are over the 1 week follow up period, it would be a new full charge'Not acceptableI cannot recommend going there except in a dire emergency
Mr. Christopher MacDonald
Absolutely no answer from HCA CS after…
Absolutely no answer from HCA CS after 30 mins Just about to hang up after 30 mins of waiting for an answer from anyone in HCA FROM HCA Customer service ( does CS exist at HCA? ) HCA provided no after care service to a patient admission to ICU in HCA Princess Grace Hospital Marylebone. Trying to get follow up support for very ill young adult traumatised by the ICU visit Currently on hold to HCA Customer service so far for 30 minutes - still not got through. Easily enough time time to write this negative review and alert you to this appalling organisation I am on 20th(!) message advising high call volume8 messages on how to pay 5 messages about consultant appointments I was midway put through to reception who just put me back in the on hold loop waiting for a customer service advisor 5 messages about email contact So now on hold - still no answer. It’s 16. 18h Tuesday 14th October Normal weekday Normal working hours Just about to hang up with the phone unanswered I don’t thinkHCA have a Customer Service function . They have a recorded announcement claiming that they do 16.25h 14.10.25
P H
Impossible admin
My operation was cancelled, but this didn't stop the admin team confirming the operation and taking payment. I then turned up at 6AM on the nominated day, only to be turned away. This would be 1 star, but the operation did eventually go ahead successfully, and the nursing care was good.
Geoffrey B
Appalling Consultation
Had a wellness check done in 2024. We've been doing such tests regularly in different hospitals and countries over the last two decades. The experience with Dr Stephens in Wellington Hospital was by far the worst ever. I compained to their management and got an unsatisfactory response. I did not feel the need to engage further and simply asked my insurance company never to send me there again.
Chijioke Akwukwuma
