Thornbury Hospital - Ratings and reviews
Reviews
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Review titled Excellent practice
Rated 5 stars out of 5
by Graham - Posted on 05 June 2023
This was my second hip replacement at Thornbury. From the reception staff, porters, cleaning staff and caterers through to the doctors and nurses , everyone was friendly and efficient and made me feel I was in safe hands. I am sure I received the same level of service as an NHS patient as I would have received had I been privately paying. The process from start to finish was immaculate. Highly recommended
Visited Orthopaedics on June 2023
Review titled Thornbury Hospital
Replied on 09 June 2023
Dear Graham Thank you so much for your kind words and recognition. We aim to give a first class service to all our patients and we are very proud of our record. I will be passing on your feelings to all my team. Kind Regards Kosta Antoniou Executive Director - Thornbury Hospital.
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Review titled First class experience
Rated 5 stars out of 5
by My name is John Scanlon - Posted on 16 June 2023
I had hip surgery on 13 June 2023 and felt completely relaxed throughout thanks to the professionalism and genuine concern for my welfare by all the staff concerned from porterage through to the consultant/surgeon.
Visited Orthopaedics on June 2023
Review titled Thornbury Hospital
Replied on 28 June 2023
Dear John Thank you so much for your feedback. We are completely committed to giving every patient a first class service. We ensure all our team in every department are totally patient focussed and that every patient is treated as an individual and looked after to the optimum. I hope your recovery is going well. Kind Regards Kosta Antoniou Executive Director - Thornbury Hospital
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Review titled Fantastic care before and after
Rated 5 stars out of 5
by Angela - Posted on 16 March 2023
Very nice hospital, as soon as you arrive the staff are so kind and helpful. The private rooms are spotless and spacious, I was seen very quick as a day patient and the caterer physio nurses surgeon and anaesthetist arrive within a few minutes of each other and they explain everything to you. The after care is 110% they go above and beyond to help you in every way. Thankyou so much to everyone involved in my surgery before and after, much appreciated and well recommended. Angie and Ade.
Visited General Surgery on March 2023
Review titled Thornbury Hospital
Replied on 22 March 2023
Dear Angie & Ade Thank you so much for your fantastic compliments! As a team we work towards providing excellent 1st class service for our patients across all departments. I'm delighted to read you observed all the best practice we have here at Thornbury. I will be sharing your feedback with all our teams which I know they will be so pleased to see their service has been recognised. Kind Regards Kosta Antoniou Executive Director - Thornbury Hospital
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Review titled Great care and treatment
Rated 5 stars out of 5
by Mark Stocks - Posted on 30 March 2023
From pre assessment, consulting suites and during admission the care was second to none, staff couldn't do enough for me. The consultant, anaesthetist, theatre staff, enhanced care unit, porters, catering and housekeepers - too many to mention, all exceptional
Visited General Surgery on March 2023
Review titled Thornbury Hospital
Replied on 31 March 2023
Dear Mark Thank you so much for your wonderful response! I'm so pleased that your experience with us was such a good one. We always aim to give exceptional service to all our patients, and the fact you have recognised so many departments will make my team feel so appreciated. I will be sharing your feedback with all concerned. Kind Regards Kosta Antoniou Executive Director Thornbury Hospital
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Review titled Very professional and courteous
Rated 5 stars out of 5
by John Hamilton - Posted on 24 October 2022
For someone that's been fortunate enough not to have had to use hospital facilities very often throughout my life it was a little daunting but the whole way I was handled was professional and comforting.
Visited Orthopaedics on October 2022
Review titled Thornbury Hospital
Replied on 25 October 2022
Dear Mr Hamilton Thank you so much for your kind words - I'm so pleased you felt confident in the services we provided. I will pass on your comments to my Team who will be delighted with your response Kind Regards Kosta Antoniou Executive Director - Thornbury Hospital
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Review titled Not as good as NHS
Rated 2 stars out of 5
by Stacey Pullen - Posted on 30 October 2022
Treatment through NHS. Treated differently to private paying patients. They were given more time by staff, information, treated with more respect. Paying patients had better rooms ie; air con, better views, more space, cleaned, bed & towels changed. No staff washed their hands before, after or during coming into my room.Not given enough information re; my operation, care or after care & conflicting information by staff re: physio, after care. I felt everything & everyone rushed when treating me. Room or bathroom wasn’t clean or cleaned whilst I was there, bed not changed, broken blinds. Private patients got earlier & more physio appointments & stayed in longer. Plus will have to travel round Sheffield to different locations for physio as it is contracted out for NHS patients. Not given my regular medication properly. Left to do all personal care myself, private patients had lots of help. I had the same operation in 2020, in the Northern General Hospital & it would definitely be my first choice for care. The only one good thing about my stay in Thornbury Hospital was that I had my own room.
Visited Orthopaedics on October 2022
Review titled Thornbury Hospital
Replied on 17 November 2022
Dear Stacey Thank you for your email and feedback We are clearly disappointed to read your review as within Thornbury we all work very hard to give the best patient experience as possible. I can assure you that all our patients are treated equally, so much so we do not disclose to our nurses or th eatre teams whether a patient is private or NHS. Your consultant works both privately and with NHS patients and I can assure you his reputation is exceptionally high. As regards your room, in a large hospital as Thornbury 50% of the views are similar to the one you had, I’m sorry this upset you but again can assure you that we very rarely get this type of complaint. I have spoken with our services management team, and again I can assure you that your sheets and towels were changed in accordance with normal practice. I do however note, due to your procedure and our dedication to after care we agreed that you should stay an additional night. I understand the nurses visited you several times and ‘turned you’ within your bed, again this is normal. Had the nurses noticed any dirty sheets they would have been obliged to change them. Again I apologise if you felt this wasn’t sufficient. I have checked the room you stayed in and the corridor. All our colleagues are asked to disinfect their hands before and after entering a patient room, this is done via hand sanitisers on the corridors and not by washing hands in a patient sink. Again I apologise if this wasn’t made apparent to you. The issue of being rushed – as explained above you were kept in an additional day beyond what was initially booked for you, so again I apologise if this was not made clear to you. I have checked the blinds and they are working – I can’t see that any repairs were made – unfortunately if you were having difficulty with the blinds and the nurses were alerted this could have been remedied. On physio for yourself. I’m not clear why you thought this is contracted out? This is not the case as we have a fully qualified and function physio team here at Thornbury. I have asked my team to check your appointments and I can see that you have an appointment on 14th November 2022. Physio appointments are made for all patients that require this service, regardless of private or NHS. Under the NHS contract this is part of the offering we give. If you wish to arrange a meeting to discuss this further please do not hesitate to contact me at Thornbury and we will be happy to arrange this for you. Kind Regards Kosta Antoniou Executive Director – Thornbury Hospital
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Review titled Great practice
Rated 5 stars out of 5
by Sadiya Shokat - Posted on 10 March 2023
Been wanting to write a review for so long but always got held up. Since last year September I have been getting this chest pain that travelled to my back and down my left my arm. I thought I was having a heart attack. Everyone, my GP included said I am too young. My GP referred me to a cardiologist at my local hospital who rejected the referral as I don’t meet the criteria. I believe anyone can have a heart attack. I’m 35 and a female. I used to smoke and had unhealthy eating habits. I then went private and got in touch with Thornbury Hospital. I made an appointment with a cardiologist there. I wish I could mention their name but anyway I just want to say words are not enough for the service that was provided. The staff are so friendly and efficient. Everything was running smoothly. Turns out it wasn’t my heart and even though the consultant said that it’s not my heart, he listened to what I was saying. He didn’t say I was too young. He organised the relevant tests that were needed. To be honest I was so adamant that it was my heart, every time I was reassured that it’s not my heart. Every test I wanted he asked are you sure you can afford it because the tests are expensive. On our last meeting he didn’t charge me the follow up fees which I thought wow. I’ve never seen that happen before. Maybe it’s not my heart it’s probably anxiety I’m not sure but I just want to say Thank you to Thornbury Hospital, to all the staff and the cardiologist I saw. I appreciate everything. I highly recommend this hospital. Sometimes it is worth getting a second opinion even if you have to pay for it. It just gives you that peace of mind. My only disadvantage was I don’t live close by as it used to take me about 30mins to get there but it was worth it 100%.
Visited Don't know on September 2022
Review titled Thornbury Hospital
Replied on 11 December 2023
Dear Sadiya Thank you for your kind words about Thornbury and your consultant. I'm so pleased that you have found some reassurance regarding your health, and we have been part of your journey. We are here to help the health of our patients improve Kind Regards Kosta Antoniou - Executive Director Thornbury Hospital
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Review titled Positive experience
Rated 5 stars out of 5
by Anonymous - Posted on 23 February 2023
I had day-surgery for a gynaecological procedure. The pre-information received was very thorough, and my pre-op procedure was timely. I was warmly welcomed by the medical team, and introduced to my anaesthetist by my surgeon. The post-op care received in the hospital was excellent, and the follow up by the hospital was timely. A professional experience second to none.
Visited Gynaecology on August 2022
Review titled Thornbury Hospital
Replied on 23 February 2023
Dear Patient Thank you so much for your kind words and appreciation given to us at Thornbury. We work as a team to ensure all our patients have 1st class service, in a professional and welcoming manner. I will be passing on your wonderful comments to my Team. Kind Regards Kosta Antoniou Executive Director Thornbury Hospital
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Review titled Administrative joke
Rated 2 stars out of 5
by Alex - Posted on 29 July 2022
All of the staff have been very nice and helpful - however, I had a surgery postponed 3 days before it was due to happen thanks to a rule on covid that the hospital admitted was nowhere in the paperwork that had been sent to me. Following this, my surgery was rescheduled and I was phoned and told a blood test would be needed for it go ahead 2 working days before the surgery - I had to drop meetings to drive an hour to attend this (which got rescheduled to a different time on the morning of the test) and was told when I got there for my appointment that everyone was on dinner and I would have to wait for them to eat. Why would you book an appointment for this time then? I’ve been ragged around left right and centre by these last minute changes and lack of information. Hopefully the surgery itself isn’t such a mess.
Visited General Surgery on July 2022
Review titled Thornbury Hospital
Replied on 29 July 2022
Dear Alex Thank you for your post. I sincerely apologise for the inconvenience you have faced and wish to add that this really is out of character for us here at Thornbury. I would like to investigate your issue further, and if you wish to take this offer up please email us all your details, full name, address and date of consultation to - ThornburyComplaints@circlehealthgroup.co.uk I will then have our Quality Manager thoroughly investigate and send you a formal response. Please note that the email address I have provided is fully secure. Kind Regards Kosta Antoniou Executive Director - Thornbury Hospital
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Review titled Rude reception
Rated 2 stars out of 5
by Anonymous - Posted on 06 April 2022
Can’t fault the consultant I met with, he listened to me and organised all treatment in a timely manner. The reception staff however were disgustingly rude, patronising and unwilling to help. On both of the occasions I attended BMI Thornbury hospital I was made to feel like an idiot by the receptionists and on the second time after already checking in with the person on the downstairs desk I was then questioned in front of everyone after sitting for 10 mins by another woman wether I even had an appointment who was extremely patronising when I said I did as if I was lying. The staff upstairs in the consultation suites however we’re much friendlier!
Visited Gynaecology on April 2022
Review titled Thornbury Hospital
Replied on 07 April 2022
Dear Anonymous Thank you for your feedback. I'm disappointed to read your experience regarding the reception team. All our team go through human factors training and customer care training. I apologise if our team offended you as clearly this is not our intention here at Thornbury. I will be raising your concerns with the Head of Department and also at our patient satisfaction meeting. I will also thank the colleagues you have highlighted as being friendlier on consulting suites. Thank you again for taking the time to highlight your issues Kind Regards Kosta Antoniou - Executive Director Thornbury Hospital