Spire Healthcare

I can't thank the team on Churchill Ward enough for the care they gave my wife during her stay at Spire London East. From the moment we arrived, the attention to detail was outstanding, nothing was ever too much trouble. The nurses, both day and night, were genuinely exceptional. Always attentive, always kind, checking in regularly through the night without ever making us feel like a burden. The care felt personal rather than routine, which made a real difference during a major surgery and recovery. We were given a separate room with an ensuite, which made a huge difference to comfort and privacy during recovery. The food options were varied and genuinely good quality, a small thing that mattered a lot during a hospital stay. Parking was straightforward and stress free, and the extended visiting hours meant I could be there for my wife when she needed me most, rather than being restricted to rigid slots. Even the discharge process was seamless, clearly organised with everything explained properly before we left. All of this care was commissioned through the NHS, and it's a brilliant example of the NHS and Spire working together to deliver genuinely first class care. Long live the NHS, long live Spire.

Formal Complaint Regarding Reception Staff Conduct, Disability Discrimination and Race Discrimination Date of appointment: 6th of August 2026 5:30pm Dear Patient Experience Team, I wish to make a formal complaint regarding the conduct of a receptionist during my appointment today. I attended your hospital using a walking stick due to my disability and had also just undergone a procedure. Upon arriving at reception, I was directed to join a long queue despite my visible mobility difficulties. The patients standing in front of me kindly told me to go ahead, however the receptionist insisted that I return to the back of the queue. The same situation occurred again after my appointment. I explained that I am disabled and had just undergone a procedure, yet the receptionist continued to raise her voice and insisted that I stand in the queue. Another patient then became involved in the exchange. I found this extremely upsetting and had to repeatedly explain my disability in a public reception area. I found the receptionist’s behaviour lacking in compassion, empathy and dignity. The manner in which I was spoken to caused me significant distress at a time when I was already attending hospital because of serious health issues. I was left in tears and had to leave the reception area. A kind patient found me outside in TEARS, comforted me, and then returned inside to stand in the queue on my behalf so that my blood test appointment could be booked while I remained seated due to my disability and the distress I had experienced. I am extremely grateful for her compassion. It is unacceptable that another patient had to provide the care, dignity and support that I should have received from hospital staff. I am a Black disabled patient. I was treated differently despite my visible disability and despite informing the receptionist that I had just undergone a procedure. I am making a formal complaint of disability discrimination and race discrimination and request that this is fully investigated. I also request that CCTV, if available, is preserved and reviewed as part of your investigation. Healthcare settings should be places where disabled patients are treated with understanding, dignity and respect. I do not believe my circumstances were appropriately considered, and I believe this treatment is contrary to the duties owed to disabled patients under the Equality Act 2010. It is wholly unacceptable for hospital staff to leave vulnerable patients, who are already living with chronic pain and significant health conditions, in tears following an interaction at reception. I would appreciate this matter being investigated and would like to receive a written response explaining the outcome of your investigation and what steps will be taken to prevent other disabled patients from experiencing similar treatment. Following my experience today, I do not feel comfortable returning to this hospital. Yours faithfully,

I had the pleasure of meeting Professor Syed (Sami) Hoque for a consultation in London regarding several ongoing gastrointestinal concerns. As a young professional and mother of two children, with a paternal family history of both gastric and ovarian cancers, my anxiety surrounding my symptoms was understandably significant. From the moment I met Professor Hoque, I was struck by his exceptional knowledge and compassionate approach. He took the time to explain my symptoms in a way that finally helped me understand the reasons why I had bowel issues and had been experiencing for many years. His communication skills are outstanding and unlike anything I have encountered in the medical field for a long time. The investigations he arranged were reported in remarkable detail, and his expertise in gastroenterology is truly exceptional. I left my consultation feeling reassured and confident. I am incredibly grateful to have had the opportunity to be treated by Professor Hoque and would wholeheartedly recommend him to anyone seeking expert care for gastrointestinal issues. Thank you, Professor Hoque, for your outstanding care and dedication.

I recently attended my first physiotherapy session at Spire Roding East. While the initial booking experience over the phone was not very encouraging and felt somewhat unwelcoming, I still decided to proceed with the appointment. However, my experience completely changed once I arrived. I was warmly greeted by Suky at reception, who was friendly and welcoming. I arrived a little early, and she kindly offered me tea or coffee, which made a great first impression. My physiotherapist, Jasmin, then came to collect me and immediately made me feel at ease with her warm and professional approach. As it was my first session, she clearly explained the process and guided me through the exercises I need to continue at home. She also provided a printed leaflet, which was very helpful for reference. Jasmin took the time to thoroughly understand my condition following my procedure. She had clearly reviewed my consultant’s notes and discharge letter, and explained the likely causes of my symptoms in a reassuring and easy-to-understand way. She gave me confidence that the prescribed exercises will support my recovery and healing, particularly for my left knee. Overall, I was very impressed with the physiotherapy service and the level of care provided. Thank you. To be updated..