Sussex Premier Health

I had a gaenalogical operation 2 weeks ago and I have to say the care I received was excellent. I was always kept informed of what was happening and staff, doctors and catering staff were all lovely. Nothing was too much trouble. The room was fine, needs a bit of updating mainly the bathroom and I agree with another review in reference better choice of food

We had micro suction for ear wax. The appointment clerk said oil was not always needed prior to this. The NHs GP said there was wax in the right eat but not the left. We accepted an appointment the next day. We put oil in the right ear the previous night. The Dr doing the micro suction found wax in the left ear too. He said it would be alright to extract without oil. A week later we are at the audiologist.. She found fresh blood in the left ear with a graze and linked it to the micro suction. We have decided the Premier Care 15 min micro suction appointment was too quick. We won’t be using Premier Care for this in future.

I had knee steroid injections at Sussex Premier Health and was unexpectedly charged an additional £202.50 beyond what I was quoted. This charge—described only as “injections into joint”—was never clearly explained to me in advance. I sat down with the hospital administrator and was provided with a clear verbal estimate covering the consultation (£200), X-rays (£235), and injections (£108 per knee – £216), which I paid. At no point was the additional £202.50 hospital charge for the injections mentioned. This initial verbal estimate formed the basis of my understanding, so the later invoice came as a complete surprise. I later discovered that both the consultant and the hospital billed separately for the same procedure, resulting in what felt like a double charge. The documents I was sent after querying this were vague and unclear, and the leaflet provided before the procedure did not mention this extra fee. During a phone call, a staff member admitted there had been a lack of clarity and communication about the fees and apologised for the misunderstanding. Yet no refund was offered, and the hospital has now formally confirmed they are unwilling to reduce or waive the extra charge. I lodged a formal complaint, which was returned with their refusal to offer any compensation. Clearly, they feel free to overcharge customers at will. Even after the explanation and apology, I still feel misled and overcharged. The treatment was professional and, at the time, seemed satisfactory overall; however, the relief from the injections was brief, suggesting they may not have been administered effectively. My complaint is solely about billing transparency, which in this case was inadequate. I would not return to Sussex Premier Health unless all charges were provided in writing, in advance, with no ambiguity. Their stubborn refusal to refund what I consider an ambiguous double charge shows a complete lack of customer care, and I would seek treatment elsewhere in the future.