About Bookimed service
This is the email I sent to the director. I have had no response, but think you should be aware if genuine feedback required
Hi Philip
I apologise for this lengthy Email but I have been left with little alternative to summarise and highlight my experience before I consider my formal feedback . I hate giving negative feedback, but I want to understand where you stand on the below.
I am hoping you recall myself where you kindly rung me from your vacation in Greece with the understanding that your position via Kim Adams was that of Spinal Surgery Coordinator , email dated 28/07 at 13.14 to myself highlighting this fact of which you were also copied in, with our call between us on the 30/07. This call gave me confidence and that I had options still between having a 2 Level PLIF ( Posterior Lumbar Interbody Fusion ) or where late on in the day Dr Kwiek recommendations alternative of a DIAM which caused my concerns as to why our call. This was backed up with an Email from Kim showing my options and pricing structure to which I sent my deposit in full confidence.
As requested I turned up at the clinic as discussed on 03/09 for my surgery diagnostics, early (7.30am ) as advised as I was nil by mouth from the night before so as I could have my tests and get some breakfast, book in the hotel and be ready for the surgery the following day. I was quite excited that I could now see positive things happening in my life and soon I will get my back finally sorted.
On landing, I filled forms in accordingly which took about 30 minutes. Having done this I then waited in the corridor for 45 minutes where I just sat wondering what’s happening/next steps. I then took the initiative to go and see Karolina to highlight I had finished the form filling, still remaining positive.
I could see she was a very busy lady , buzzing around. Eventually I was taken for my chest scan after further 20 minutes of waiting.
Having done that I was advised that the next steps would be for my heart/blood pressure/ lung capacity diagnostics where I waited yet another 55minutes just sat in a corridor. Please be reminded I am still nil by mouth without even having a sip of water since 5pm the previous evening.
I then awaited nearly one whole hour again, now 2.30pm and just sat lonely in a corridor where Karolina advised there had been another change of plan and I was next to go for an MRI next and then onto have my bloods done. It was this point I highlighted that I was still nil by mouth and could I have a sip of water, to which was agreed and obviously very hungry by this stage.
Again we had another change of plan where I was then sent to have my bloods done, again a further 45 minutes wait. I was also asked at this point that the MRI was not available and was advised to go into town and get a bite to eat and come back 3.30pm. Widyane had by then taken over from Karolina for myself as my coordinator.
I came back promptly for the MRI , again maybe another 30 minute wait, and it was at this point I was told my surgery for the following day, Thursday, had been cancelled until Friday morning because Wednesdays surgery had over ran. At this point I am now very disappointed, very nervous, tired ( I had set off from my hotel in Wroclaw at 5.30am ) and wondering if I had made a very poor decision in coming out to Poland. After this I was asked to come back on Thursday at 10.30am for my MRI and diagnostics results.
Again I was waiting for around one hour despite turning up at the correct time, where it was confirmed I was OK for surgery , but then to come back at 2.30pm to have my consultation with Dr Kwiek around my MRI details, because he was now not available. Therefore more hanging around, going into town to kill a few hours.
On my consultation, I asked if you could also be in the discussion where I was led to believe your position being the Spinal coordinator, but was informed you were not and just a business director. I waited yet another 45 minutes plus, Dr Kwiek said he was to do a DIAM ( not PLIF ) and not do an 1 level ESS ( Endoscopic Disc but a PLDD ( a 2 level Perctaneous Laser Disc Compression ) which had never been previously mentioned, no price guidance etc. I felt very vulnerable, nothing like we had discussed and confirmed in writing, and clearly the PLIF was never an option at all. I basically had to go with the flow and follow Dr Kwiek recommendations.
Widyane explained that I would be operated on later in the day on Friday and come to the hospital after a light breakfast ( I was stopping at the Mercure, not in town therefore taxis all the time ) for 10.30am.
Bizarrely I had just landed at my hotel on Thursday evening after killing some time in town , I had only been there 5 minutes where Widyane rang me to say yet another change of plan, and said I needed to come to the hotel straight away that evening and I was to be operated on as the ninth person of the day , approximately 11.30am .Therefore I had got a taxi into town, back from town , and then back in to town, I had not used the hotel at all that day and could have checked out in the morning. This is all costing me money. After the previous days antics of waiting around for great lengths, cancelled surgery, I just thought this process behind the scenes is really not good making me very uncomfortable about the whole experience.
Thursday evening, I then checked out of the hotel despite not being in it, not having the breakfast I had paid for. Thursday 8.30 PM I am now in the hospital and awaiting surgery for the following day. I thought I would pass time and watch some Netflix you advertised for your International clients, however, believe it or not , it got worse. The room I was put in there was no signal whatsoever , neither for Netflix, IPAD, my mobile phone, I could not liaise with my family unless I walked to the other side of the corridor with some reception, basically a long, long night. I also was nil by mouth on my arrival 8pm in readiness for the following days surgery.
Friday I had the surgery around midday, no problems at all and was feeling quite upbeat. Friday evening after coming around from surgery at about 6.30 pm I asked if I could have a bite to eat where the nurse came back with a yogurt. I asked if there was anything more substantial as I had not eaten since 5pm the previous day. She came back and said the kitchen were not aware of my presence and that I would have to wait until Saturday morning. I said I was not happy about this situation and could I order take away to be delivered. To which this was confirmed, however the next problem was myself just coming out of surgery, I could not walk about, but because of the room I was in I had no reception and this proved impossible. The nurse on duty had very limited English language and this proved a challenge, however between us we managed a disgusting KFC which was delivered, but at least some type of food in my stomach after such a long wait.
Saturday morning at about 7am, the night nurse with pretty good English language came in to say I would get some breakfast shortly and that a taxi had been ordered for 9am to take me back to the hotel and that I had to collect my prescription from the chemist. Massive alarms were no ringing, firstly I could not believe I was expected to get my own prescription after the surgery I had just had, secondly I would not be able to book into my hotel until 3pm, fairly standard, what was I expected to do for 6 hours where I had only very gently gone to the toilet in the room as my only movement. The nurse understood my concerns and said I could get a taxi at 11am, where I highlighted still no good and would rather stop in overnight as part of my recovery, having only been operated on 18 hours before which seemed sensible and explained in my summary from Kim, the exact printed words being ‘1-2 Nights hospitalisation in a comfortable room with WIFI and Netflix’ .
However I was told this was not possible because the whole hospital was to close for the Saturday with no facilities whatsoever. I was now beside myself and understandably very anxious. It was at this time I decided the only way this maybe resolved was to ring Widyane on her day off, whom in all fairness managed to contact the hotel to let me check in early. I got the prescription myself having to get the taxi to the pharmacist on the way to the hospital.
On top of this on the Saturday morning I was asked to sign a document but it was all in Polish language ( I refused as no explanation and could be signing something I didn’t agree with, such as am I happy about my whole experience ) I raised the Widyane when she was sorting my hotel whom highlighted it was just my discharge sheet. This was crazy and an English language document should be provided.
I am hoping you can see my whole experience was very challenging and not a pleasant one. I am normally a very chilled, level headed person, I had to keep reminding myself I am in Poland just to get my back issue resolved and there will be differences to the UK, such as language limitations, having to pick up prescriptions, but the whole process behind the scenes was appalling.
I would also finally like to add that I personally thought Widyane and Karolina were clearly over worked, both attempted to be upbeat and professional. At times they were physically running around, out of breath which offered little comfort when seeing this from a distance. I think they were a little embarrassed by having to make excuses for other departments and not being able to offer some of the basic services expected. I have been in the service industry all my life and even just some commitment to a daily calendar with actual time slots would be a major step forward.
Again I apologise for the length of this email and give you time to digest and understand my concerns. I have paid an awful lot of money for me personally and should not have gone through the experience I have. Clearly you are at the business side rather than the experience of the surgical side where you may not have been qualified to state some of the things from our initial conversation.
I look forward to your response.
Regards
David Thompson