Nuffield Hospital/Nick Boeree, responses to my complaints

[spinches]

I am posting to let people know that Mr Nick Boeree, my surgeon, and Mr Simon Shepherd, the administrator of Nuffield Hospital, responded to my complaints about the treatment I received there on August 24-29 of this year. I sent a letter to Mr Boeree explaining in detail why I was dissatisfied, and he forwarded that letter to Mr. Shepherd for their mutual consideration. Mr Shepherd emailed me several times and told me that he had discussed my letter with Mr Boeree and was looking into my complaints in some detail. He subsequently emailed me and said that several changes were being planned as part of the administrators' ongoing quality improvement process, as well as in response to some of my criticisms.

Mr Shepherd told me that the hospital and Mr Boeree's team will work together to create a more extensive packet of information than has been previously available, which patients will be able to use in planning their trip to Nuffield. Patients may also be provided with one primary person to contact throughout the process from initial planning to discharge. In addition, Mr Shepherd said they had been talking for a long time about providing a communications training course for their hospital staff that he thinks would address some of the issues I raised in my letter to Mr Boeree, and they are planning to go ahead with this.

As I told Mr Shepherd, I very much appreciate and respect the way he responded to my complaints. I am quite impressed by this demonstration of integrity and and commitment to learning from a customer's negative feedback. I did not expect that anyone at Nuffield would give this much consideration to my complaints, and I am delighted to admit that I was wrong about this prediction. I wish Mr Shepherd and Mr Boeree the greatest possible success in their efforts to improve the quality of communication at all levels of their organizations.

As always, I wish for everyone who seeks treatment at Nuffield or any other treatment center, that you have the best possible experience!

Sandra

[speedyralph]

Happy Holidays Sandra!!

How's your new neck doing?

Shoot me a PM so that we could exchange numbers and chat?

Ralph
fyi:
Spinal Kinetics Wins in Synthes Patent Suit - MarketWatch

[Genn]

Hi Sandra,

Thank you for relaying that your criticism has been handled in a constructive manner. It will help many, as more International patients are going out of the country for treatments/surgery.

From what I understand, after recently having a few International consults, as of late- This is a very important to them and are continually looking for ways to improve patient satisfactory when traveling for major surgeries. Good Job! And, thank you!

I was just informed that in Barcelona, they have plans to implement and ipad w/language software for patients and nurses to help aid in the language barrier for traveling patients.

Thanks for taking the time to speak up. It does happen, more than people may think. How they handle the constructive criticism is important to me- and many others, I'm sure.

How are you feeling now? Hopefully better!

fyi:
Spinal Kinetics Wins in Synthes Patent Suit - MarketWatch

Ralph!! This is such fantastic news!! It most definitely warrants another discussion with my Dr. Although, I've been waiting for- what seems like forever.. I may just wait a bit longer. I'm curious to see what he has to say on this subject.

I am beside myself that the M6 is back on its way to being available in the US!!

Thank you for this! I had not seen it yet... I've been having a hard time wrapping my head around a ball and socket ADR. Shoulder, hip, knee.. I can see. But, to mimic a intervertebral disc? Yeah, I'm having a hard time with that and nobody seems willing to answer my question. The axial compression of the M6 is one I simply can't overlook!!

Thanks a bunch! Not sure how I missed that in The Wall Street Journal!! LOL

How are you doing?

Thanks again and again,

GG