HCA Healthcare UK Bewertungen 194

Very good hospital but worst ever payment/invoice experience. We do have a very good insurance company covering the expenses. However no matter how many times I requested the same thing from HCA customer service/payment team, they did not listen. They have sent an invoice including medical and non-medical expenses together, which is not being accepted by neither my employee support company nor my insurance company, causing more than £400 loss for me. I have sent 20+ emails, they are still sending generic emails over the last 3 months... At the same time, they do send pending payment letters to home. All I need are 2 separate invoices, so reimbursements can be done... simple...

This is more of a warning than anything as I'm very sorry for subjecting myself to HCA. I will keep to the facts to allow you to make an informed decision to avoid them.

I engaged them for a small procedure. The process felt shambolic from the start. After being assigned a physician from HCA, their office kept ignoring emails and messing me around with dates. This included being informed 5 hours before the procedure that it was cancelled due to the wrong hospital being booked.

Despite expressly asking for the full price in writing before booking, the price changed AFTER the procedure. At first it went from £550 to £1440. It then was dropped to £1100. I am still unsure why it was dropped despite asking repeatedly in writing.

I was told that the fine print of the contract mentioned possible hospital costs that they "are very sorry for forgetting to tell me about". At this point, the shambolic nature of their customer service collapsed even further and I was left without info for months while bills of varying amounts were being automatically sent to me.

Should this have been a larger procedure, this could have become crippling very quickly.

I was also told to contact the consultant via her Instagram with any issues. I quickly found this was so she could send me her posts for her engagement numbers. Unprofessional and annoying but I was concerned about blocking or muting incase I had follow up questions. To pay that much to be put in that position was quite something.

The procedure room for the short 45 mins was a very bizarre experience as the consultant kept trying to upsell me in a sing songy voice. I will for a long time remember her singing "but it could be cancer, you never know" at me to try and get me to pay for more tests. One of the more dystopic experiences of my life.

My experience was that HCA were a cartoon version of all the terrible stories about private healthcare. The one positive is that I learned this now through a relatively small and minor procedure rather than having to endure this through a painful recovery.

I would run very fast and very far from HCA healthcare

We have had the worst experience with HCA. We were invoiced for a surgery and paid in full well in advance. HCA claimed that we hadn't paid and threatened cancellation at the last minute. They were impossible to contact, but after huge stress they located our payment and surgery went ahead as planned. Due to being discharged 2 days early, we were due a refund of around £5,000. This was not forthcoming after 6 weeks, so we chased it. We then received an invoice in the post for £17,000, which HCA then said was a mistake. While waiting for a £4,439 refund we were told that another consultants fee of £2900 was being deducted, but this has never appeared on an invoice and we paid in full before surgery. We are exhausted by the incompetence and dishonesty of HCA, they are a disgrace to the hospital which carried out the surgery.

I had an operation here in December and I would most certainly not consider returning. There are two areas of concern. Firstly, the financial management is truly appalling. They initially overcharged (by £1000) and it took two months and many e-mails to partially sort out. I believe that they still owe me a smallish sum, l but I just don’t have the will to pursue it further.

Of greater importance was the standard of nursing. It was good in outpatients, reasonable on the ward during the day (when there was at least one fully qualified nurse with a good understanding of English.) But at night it was difficult to (a) call a nurse and get a response ( tried for about an hour without success) (b) the calibre of English was too poor and potentially dangerous.

I understand the problems of getting appropriate staff at unsocial hours, but if you cannot nurse your patients ,should you be attempting to run a hospital?

READ THIS

Dear Ms Keating,

Thank you for your considered response and for the time taken to review this matter in detail.

I acknowledge and appreciate your confirmation that the standard Self-Pay process was not followed in my case, and your recognition that I was not provided with sufficient clarity regarding the cost structure of my treatment. Your decision to remove the £223.00 charge relating to 13 February 2026 is noted and welcomed.

However, your findings raise a broader point of principle which I would like to address.

You have confirmed that:
• I was not provided with a Self-Pay agreement;
• I was not made aware in advance of the cost implications of each attendance;
• I was therefore unable to make an informed financial decision as my treatment progressed.

In those circumstances, it is difficult to see how any charges arising from this period can be said to have been agreed on an informed basis.

While I understand your explanation of the per-visit billing model, this distinction was not communicated to me at the time, and indeed your own review accepts that the required process to ensure transparency was not followed.

I would therefore be grateful if you could confirm whether you consider the remaining charges on my account to have been incurred with valid informed financial consent, given the procedural shortcomings you have identified.

Separately, I note your reference to obtaining quotes in advance for future attendances. While helpful, this does not address the position retrospectively, where the opportunity to make an informed choice was not available.

I remain keen to resolve this matter amicably and without escalation, and I would welcome your further clarification on the above point.

Yours sincerely,

Inaccurate invoicing and delays with billing. Make sure you keep meticulous records of all payments.

I made over £9000 of prepayments for treatment. I asked for an invoice to show the breakdown. Instead HCA issued another invoice for £4000 and tried to take yet more money from my bank account. They’ve admitted that they weren’t entitled to do this and that the amount wasn’t owed but no attempt to resolve. Disgraceful record keeping and billing by their head office.

Would encourage anyone reading this and experiencing the same to make a formal written complaint. It’s the only way to get a response.

Disappointing result service. They take days to arrive. NHS is quicker.

Because I was very dissatisfied with my late Father's stay at the Wellington Hospital St John's Wood London and their inaccurate discharge summary, I dared to complain and discovered I have been blocked so unable to email them which is absolutely disgusting as My poor late Mother was unsafely discharged from the Wellington Hospital on the 24th December 2025 and dead a month later from undetected stomach ulcers that could have been treated had they been discovered early, but they weren't discovered and eventually perforated major blood vessels and started bleeding unbeknown to us until my Mother collapsed at home and had to be rushed to Hospital by Ambulance, but within days, she had multiple hemorrhages that the UCH couldn't stop and died horrifically as she had also developed peritonitis and required morphine.....This was an avoidable death, and what makes it worse is we were being charged a £5000 per day deposit for supposedly the best of care, NOT to miss all the red flags and discharged her with stomach ulcers that eventually started bleeding and became life threatening....
So far, not one of my formal complaint emails to their Governance Department has been reviewed because I am still blocked...
I am disabled and writing letters is difficult, so prefer using email, but the Hospital is making it impossible.....

Take care/avoid. Price double the highest range price of normal pharmacy. Get and check pricing before ordering using online elsewhere before using. Absolute disgrace

I booked an appointment with a doctor via HCA's website and arrived early, checked in and waited as they had my name and all my details. At the appointment time they told me the doctor wasn't even in the building and they were unsure how this happend. Staff were polite and apologetic but probably best avoided if you have a pressing or time sensitive problem.

Unfortunately another voice here about lieing and hiding fees. After paying £1k for 5 min procedure and being assured that the quote was for "all included" treatment, I received an invoice for extra £800 for I don't know what for that procedure. I asked multiple times and they confirmed that the payment (I made cash on the day) was fully covering everything. I am now going to the CAB and reporting HCA to the trading standard authority as this is a fraud. Someone should take them down.
If anyone of the other reviewers is already taking or wanted to join forces for a legal action, I am up for it.

Very disappointed with the services at their clinic. I’ve started with a well woman health check at the Harley street health centre which went overall ok, but at their recommendation I was booked for an abdominal and intravaginal scan which I was told would be “around £400”. Fast forward to the scan, apart from the fact that the radiologist was late for the appointment he also grossly represented a size of a cyst he found on my liver. This was picked up by me when the report was forwarded to a consultant. The error itself gave me unnecessary anxiety and worry and made me doubt the whole report. I am also terribly disappointed that the doctor who recommended the scan and read the report did not pick up on this grave error as well. On top of all that I was sent an invoice for the two scans of over £1,200. Needles to say I will never use the services of these healthcare providers again.

Avoid like the plague. Stealth charges galore. They invent outrageous charges and add them on after the event. You might not even get told about them for months afterwards but then the demands start coming in.

This used to be a good and trustworthy institution that looked after their patients in London. However, after my last visit I felt that doctors there are only trying to maximise patient's expenses. I presented recent blood test results to the doctor to review these, but he suggested to do additional blood tests. I assumed those tests would be to dig beyond the one's I have presented. I was clearly misled as the new blood tests were the exact same (one to one ! ! !) as the previous one's presented during the consultation. Even the results were not deviating significantly from the updated one's. Since this moment, I highly discourage anyone to use HCA's services and take any recommended in-house tests with a pinch of salt.

Complete lack of transparency on costs pre-surgery, quote provided pre-surgery was misleading (by their own admission).

Post surgery, random amounts were subsequently charged to my card 2 months later without any advance notice or sending a receipt afterwards (as it states they are obliged to do in their own T&Cs), nor clarity as to what those amounts are for. Time wasted with customer services trying to get to the bottom of this, feels like they just add on charges and take payment without any advance notice or acknowledgment after the event, presumably they just hope you won't notice. Really poor.

Terrible experience, hospital care itself not good and made complaint following six nights in what they call their care .
Follow up appointment made to see consultant and on arrival at hospital following a near 2 hr journey told to wait and someone would come to collect me. After 30 mins questioned how late consultant was running to be told he wasn’t on site! After a few phone calls informed my appointment would not go ahead and to go home and another appointment would be made !!

This is all about the billing department....absolutely terrible experience. After paying a significant sum my partner was then sent another invoice and they just took money from his account. We still never discovered what exactly the 'extra procedure ' was and then it tuned out anaesthetic also is an extra charge which he was not told about .And invoiced twice but for different amounts ...On top of having the worry of cancer all the other hassle of trying to get money back has been a nightmare. WOULD NOT USE AGAIN BUT UNFORTUNATELY THEY HAVE A LARGE MONOPOLY IN PRIVATE HEALTH CARE .
To add to this I have now learnt this is a very large American Corporation with very few actual offices in UK which makes me even more angry .

Please see if you can find somewhere else to book. It's extremely difficult to book and navigate the phone lines. Such a maze, and no one seems to know what's going on. 4 times I had to call because they keep hanging up, and of course I have to be put back in the queue.. I was in contact with a person who advised a consultant under Bupa. Turns out, he is not covered under Bupa. I had to cancel my appoimnet which of course wasn't easy either, called 3 times.. don't bother.

Warning: HCA charged me £1,520 for a blood test without telling me the price

My consultant sent me here for a blood test in March 2024. I'd already paid my consultant separately. No one mentioned any additional hospital charges.

Staff rushed me through a form - "just put your name and sign here and we'll let you in." No one mentioned price. No one asked for payment.

HCA's own rules say they must tell self-pay patients the cost upfront or take a deposit. They did neither.

The first I heard of any charge was when a £1,520 invoice arrived days later.

I complained. HCA upheld my complaint that how they presented the forms was misleading. They admitted staff should have told me the costs.

I refused the test results. I never agreed to pay £1,520 for a blood test.

HCA admitted fault and offered to reduce the bill by 50-70%. But their own findings showed they failed to follow their own procedures - I don't believe I owe anything for a price I was never told. When I refused, they sent it to a debt collector - asking for the full amount.

Their own procedures require them to tell you the price but they didn't. Now I'm having to deal with a debt collector.

I underwent minor surgery with an overnight stay at the HCA Hospital in Birmingham which I had personally arranged. The Hospital facilities were excellent, as were all of the clinicians and medical staff.
The one star rating is purely in respect of the back-office administration and the billing which I undertook personally. Despite my providing proof in the form of receipts and bank statements to confirm payment of all charges prior to admission, as HCA had insisted upon, I am still, a month after my discharge, continuing to receive invoices and emails asking for payment of bills which have long since been paid. The customer service personnel, appear to be largely untrained, and have a poor command of how to deal with issues or to even conduct emails in a coherent fashion.
Fortunately the medical team from the surgical team down to the cleaning and catering staff were all excellent, But the business is badly let down by its administration team.