Warning: Unethical, dishonest practice
It is with great sadness that I have to detail my dreadful experience with this deeply unethical organisation. I’ve had a fair few surgeries over the last 15 years and this is, without doubt, the worst experience I’ve had.
My hairline lowering surgery had been organised for many months, but as the date drew near, I found it impossible to pay my final amount. Getting through on the phones or getting any kind of response by email was impossible. Finally, 3 weeks before the surgery, I was panicking and desperately trying to get in contact, as I hadn’t had my pre-surgery zooms and no-one had given me any information. When I could finally get through on the Friday evening, I was at last informed that the hospital had cancelled the surgery - a LIE.
When emailing the hospital, I got a very quick response on the Monday morning telling me that they had no idea the surgery had even been cancelled and would look into it for me. I found out from the hospital that LBPS had cancelled my surgery.
When I was able to finally speak to someone at LBPS, I was told that there had been an Instagram live saying that all Friday afternoon surgeries had been cancelled. Apparently, I was supposed to psychically know my surgery was in the afternoon and to keep track of LBPS’s instagram at all times - ridiculous and so unprofessional. I told them I wanted a refund and they agreed.
Weeks and weeks and weeks, so many weeks, have passed, no reply to my emails and they no longer pick up the phone when I call. I tried on Friday for 40 minutes to get a response. When I called from a withheld number, they answered immediately. Cue more LIES and excuses about Cameron being really busy (he’d only had 5 weeks to process the refund…), he’ll phone you back asap blah blah blah. More LIES.
It seems that dishonesty is threaded throughout the organisation. Everyone I have had contact with has lied and made excuses for not performing their role properly. I also find it extremely concerning that their main target audience is one of the most stigmatised minority groups (they also operate as the London Trans Clinic).
There are so many other doctors in London that do these surgeries and whose teams are respectful. You don’t need to waste your time and raise your blood pressure dealing with lies and disrespect. If you do decide to use them, please ensure you have a solicitor, media contacts and a patient advisory group to support you and call from a withheld number (don’t bother emailing).
I am currently in contact with a solicitor in order to get my money back. I’m just glad I didn’t go through with the surgery. Having an operation is stressful enough without dealing with a group of people who care so little for patients that they don’t even bother to respond to you, give you the information you need or at the very least feign professionalism.
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