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I raised a formal complaint, because I was told a falsehood to convince me to proceed with a procedure. I have a preference to not have any awareness-altering drugs, especially opioids, administered. I went there for endoscopy. Communicated my preference to the doctor. Was told by a doctor I’d be asleep during the procedure. Just before the procedure, was told by the anesthesiologist that it will be under sedation instead of general anesthesia and that I might be conscious during the procedure, which was explicitly the opposite of what I’d be comfortable with. A doctor then explained that I wouldn’t be able to get it done under general anesthesia anywhere in the UK (which is actually not true) and insisted that I could trust them (a phrase he repeated multiple times while I already had IV in my hand). I was not told which medications would be used, didn’t know opioids were involved, and was pressured into proceeding. After the procedure, I noticed abnormalities with my reflectivity, and wrote them an email asking for a list of medications used. They replies, and opioids were used despite my very strong preference.

I would’ve chosen a different clinic if I knew that would be the case in advance or had time to check that others indeed perform the procedure under general anesthesia.

This was an extreme violation of the norms of informed consent and of my body.

Fantastic experience from start to finish. My brother had an appointment with Professor Suveer Singh who is so kind and understanding. He didn't rush us at all.
The staff on reception were brilliant and there was a gentleman called Fritzgerald who helped us too.
An overall great experience.
Thank you

Marissa in the Skin Clinic is extremely caring and competent. She made an unpleasant treatment acceptable.

I had some blood tests today at Onewelbeck Phlebotomy and was so impressed by Michelle and her kindness too. I hate having blood taken and normally faint but today I did not even know she was taking blood. Thank you.

I attended for fitting a pacemaker. My consultant cardiologist, Dr. Keene, was most attentive and reassuring. All the staff involved were welcoming, helpful and efficient.

Having waited nearly 3 and a half years for a mammogram under the NHS breast screening program I decided I wanted to switch to an annual check up (my sister has had breast cancer.) After research I picked Onewelbeck as they seemed to have state of the art equipment and use AI. As you’d expect the hospital is like a hotel. I was checked in on time and a health professional came in and carried out my mammogram. The first thing she told me after was my breast density. I had never been told this before. I was A. When I went home and researched it this is to be standard practice in all states in the USA (from this September.) and considered best practice. Breast density affects how much BC a mammogram can pick up… the more dense your breasts the more likely a BC will be missed. So at Onewelbeck if your breasts are C or D (very dense) you are given an extra ultrasound as standard. As I had a breast density of A an ultrasound wasn’t required. I then went to sit in the waiting room and about ten minutes later the health professional came and told me that I was fine after they were checked by the doctor and the AI. No waiting for an NHS letter for weeks! Also, Onewelbeck got all previous mammograms from the NHS to compare. They have a portal and this process was easy. I will be using Onewelbeck again and would honestly recommend them to others for mammograms.

I received flawless care from the endoscopy team at One Welbeck in December. My scan was carried out by Dr Mawdsley under the care of anaesthetist Dr Hern and nurses Cynthia, Richelle, Caroline and Matilda who were all superb. They are matchless in their professional expertise, kindness, approachability, warmth, competence and clarity of communication. I could not have been in better hands and was incredibly grateful to them. They really earned my trust and created a safe environment for a difficult situation. I could not recommend them more highly.

Complete waist of time!
I scheduled a mammogram appointment and received confirmation. However, despite taking time off work and heading to the clinic, I received a call 20 minutes before the appointment informing me of a delay. Upon arrival, I was told of an 30-minute delay, and after waiting, it was extended by another 30 minutes, I ended up not receiving the mammogram at all, wasting all the time I had set aside for the appointment for a pre-booked mammogram, which typically should not exceed 20 minutes

On 13 February 2024, I attended OneWelbeck for an endoscopy and colonoscopy with sedation. The team consisted of my consultant gastroenterologist, a consultant anaesthetist, an assistant to the anaesthetist and a nurse. The facilities were impressive. The procedures were completed quickly, the care high with regard for my dignity. Overall, I would score the experience 5 out of 5.

Fast forward to 14 March 2024. I had an appointment for a CT Virtual Colonoscopy in the radiology department. I would score the experience zero if I could.

As requested in my appointment letter, I arrived at 20 minutes before my 9am appointment. I was shown to a private room to gown-up for the procedure. However, what followed for almost 3 hours, can only be described as a horror show.

1. Cannula Insertion
A virtual colonoscopy requires a cannula to administer a Buscopan drip. The purpose is to reduce bowel movement. I was subjected to 5 failed attempts to insert the cannula. After the first 3 attempts, a doctor with a mobile ultrasound was called. I was then subjected to an exceeding painful 4th attempt deep into my arm. This also failed.

Their next bright idea was for me to put my hand in a bucket of hot water for 30 minutes. I spent 34 nights in hospital last year and I have never seen this approach attempted. I suspect it was just a time-wasting exercise because other patients were now waiting for their scans. After the hot water challenge and I was subjected to repeated ‘smacking’ of the back of my hand supposedly to help the veins become more prominent. There followed a 5th attempt. This also failed. It was now more than 2 hours after my scheduled appointment and still no CT scan. I was exhausted by my ordeal so called my husband at home to intervene. When I complained to the staff for the delay, I was told they were prepping the machine. This was a lie because I could hear them scanning others.

2. No Buscopan Drip
Next, they suggested that they would perform the scan without the Buscopan drip. The reason I needed a CT Virtual Colonoscopy was because during my original colonoscopy, my caecum (top section of the colon) was spasming and the endoscope could not get inside yet by some miracle, they believe that they could obtain good images without the Buscopan to slow down the bowel movement.

3. Dignity
A virtual colonoscopy requires the colon to be inflated with air via the back passage. However, unlike my colonoscopy with the gastroenterologist, I was not provided with any dignity pants/endo-shorts. I do not allow any man other than my husband, to touch my undergarments let alone when I am actually wearing them, yet I had the humiliation of a male stranger doing so in order to insert the air tube.

4. Bruising
I woke up this morning to both swelling and bruising to my right arm. My left arm, the puncture wound was visible but no bruising as yet.

Response from OneWelbeck
My husband called and was informed that the manager, Matthew Birchenough was in a meeting but someone would speak to me. Neither my husband nor myself were contacted. However, someone from the back-office did 'walk me out the building'. Her manner was particularly condescending.

Conclusion
It is my view that if you are have a consultant led procedure, then the experience here was good. But outside of that, avoid. I am under the care of two consultants, both of whom have clinics at OneWelbeck. I will not see them here.

Well may be I would have used them but completely impossible to email, all have been kicked back so far with the last one, given to me by a staff member there having been blocked. Very surprised after Dr. Emma's friendly manner to her patients, obviously doesnt want to be contacted.

The clinic is beautiful and wait times are quite low - they are also open late to facilitate you being seen. I did have an awful experience as they have a blood test facility on site. My appointment was covered by insurance and I had blood tests pre-approved. I did the tests and 2 weeks later I get an invoice to pay for some tests "Not covered by insurance" - I was never made aware even of what tests they were running as it's all internal. The communication from the business has been appalling and I feel like it's a huge scam as they know what is covered but entrap you to do the exams. Extremely poor customer service - use with caution - I'll certainly avoid them in the future.

They clearly do not care about customer service, and are just fishing for extra payment.

Have had various appointments to see consultants there and overall I have found the staff, the location and the overall experience to be of a high standard. It is clean, has professional staff and a good addition to the private medical care options in London.

A few things need to be tweaked but overall a good experience.