Bupa Reviews 46

The service of the health assessment clinics and ‘rest assured’ service are truly terrible. Due to the personal nature of some of the tests I preferred a male doctor. For 5 months I have waited for the Durham clinic to obtain a male doctor and still this is not possible. I emailed a complaint about this a few months ago and was just told ‘sorry you’ll have to book elsewhere’. So with no other choice I had to book an assessment all the way down in London.

Over a month ago I booked to attend this rest assured health assessment at the London Kings Cross clinic with a male doctor early Monday morning. After travelling all the way down from the North East UK for the appointment, I received an email late Sunday evening telling me my appointment is cancelled. Every interaction trying to make this appointment has been awful. I’ve today emailed a further complaint to the clinic complaints team but I’m expecting another equally inadequate response. I will update this if I am wrong

So a reply again today from the directors office stating a direct contradiction to their actions explained in yesterdays email…. I really don’t know how much more incompetent your organisation can be!!
You have advised it’s been escalated to a manger now? Well, let wait to see if the manager is any better than the directors office staff!!
Just for the sake of clarity, do not make repeated errors and omissions
Call your customers when you say you will
Don’t make your customers wait over 30 minutes to have their calls answered
Don’t “offer” a good will gesture and then dispatch it regardless of any acceptance
Don’t make a further goodwill gesture without addressing the service issues or listening to your customers
When you customer has complained before about the same cock ups and been offered a solution don’t offer less in terms of solution when you repeat those cock ups……. It’s not difficult!

Best COVID restrictions I’ve seen in the UK