Sorry - I posted this twice - once in the wrong forum!:confused2:

Hi Guys. Im new here today. I had a band with WGA on 11th April. I have just submitted my formal complaint to the healthcare commission - here's a copy of my letter. Should any be considering using this company - I would strongly advise against it....:cursing:

Dear Sirs,

Re: Complaint/WGA GASTRIC BAND FRIDAY 11TH APRIL

I am writing to inform you of my complete disappointment with the overall level of service I have recently received from The Hospital Group under their Why Go Abroad Company regarding a gastric band procedure.

I visited the offices of The Hospital Group in Manchester earlier this year to discuss having a Gastric Band fitted. The consultation went ok and the staff were very helpful and friendly. I was provided with all the information regarding the two different packages I could choose from, the first being with The Hospital Group, and costing £8000, which included a year’s worth of aftercare and band fills

.

The second package was the ‘Why Go Abroad’ offer. I was advised that WGA was an economy package which cost £4950 and that the only difference with this package was that it the aftercare was only for 5 weeks, and didn’t include any band fills, just an X ray, and a final consultation to be discharged.

I was advised at the initial attendance by a lady named Lisa that anytime I had any queries regarding the procedure, I could contact her, (even if I decided to go onto the Why Go Abroad package) and she would assist me as best possible. I was even given a mobile number to call her on should I require.

I didn’t book for the procedure initially as I was still very apprehensive given the fact that it was such a huge decision. Lisa, rang several times to discuss the operation and any queries I may have, and on some occasions, to see whether I was ready to book, however, I was still very unsure at this time.

After a lot of thought and discussions, I eventually decided to go ahead and I rang and booked my place. My surgery was booked for April 11th in Birmingham with WGA.

Not very long after I had booked and paid for my operation, I thought of a few questions I hadn’t previously asked and decided to make use of the mobile number I had been given for Lisa. She seemed very surprised that I had rang and seemed reluctant to speak to me as I was (and I quote) “only on the economy package” (I don’t think a helpline was included in this option). Obviously I was shocked by this remark and felt very let down by it. She did eventually answer my questions, albeit very hurriedly, and made it abundantly clear she was very busy and didn’t seem to have the time for me anymore.

My operation came and went very quickly. I was barley in hospital 24 hours for the entire procedure and I felt very rushed – like I was on a conveyor belt. The following morning, I was obviously in pain from the operation, however, was told at 6:15am that I was being discharged as my bed was needed for someone else. My Husband wasn’t due until 7am and I wasn’t even offered as much as a drink whilst I waited, despite previously being nil by mouth for 36 hours.

Before I left, I was however provided with my ‘aftercare package’ which to my surprise was just a letter merely advising that there were 2 follow up appointments and pain relief included in the aftercare pack. There were no follow up appointments arranged, and no pain relief provided. My husband had to go and specifically ask for pain relief for me so that I had some for when I got home.

A week or so after the procedure, I decided to contact WGA myself to arrange an appointment for my x ray to check that the band was ok – which I arranged without any problems – Only complaint here was that I had to travel back down to Birmingham, when I was previously led to believe that only my operation would be carried out in Birmingham – all following appointments would be in Manchester. Following my X ray appointment I rang WGA several times to try and book an appointment to be discharged but with no success. I was met with a number of reasons for this namely either that my surgeon was on summer leave, that I had to go to Birmingham (even though I was assured my follow ups would be in Manchester), or that I had to wait to be called back. My calls were never returned, and I was not offered a discharge appointment.

I finally decided enough was enough after several attempts of trying to arrange a discharge so I contacted WGA complaints dept and spoke to Sarah with a view to advising her of my situation and attempting to speed matters up to obtain a discharge appointment as I hadn’t had any joy at all from the appointments department. She seemed to have a “couldn’t care less attitude” and was very blasé about the entire thing. She wasn’t interested in anything I had to say and merely stated that ‘they only accepted complaints in writing’. At this point I wasn’t even making my feelings about the matter official and it made me feel like she had simply switched off from listening to what I had to say and switched on to ‘auto pilot’ mode giving me an answer that didn’t even relate to my query.

I finally seemed to make some headway this week and was offered a telephone discharge on Friday? How can I be properly discharged over the telephone? My wounds/scars are supposed to be checked, and my band felt to ensure it is the right position. I was desperate to be discharged as I am unable to have my band filled until this step is complete and at the moment, it is doing nothing for me at all. I didn’t need to worry however as I never received the “telephone discharge” call. I waited in all evening, by the phone but no call came.

After this telephone call was arranged I was told I could go ahead and book my band fill with Obesity Care – which I did for Monday 16th June 2008 at a further cost of £125 which had to be paid for at the time of booking. My situation now is that I won’t be able to have my band filled as I have not been discharged – and I will probably be £125 more out of pocket.

I felt that as soon as I made the decision to go ahead with the procedure, especially on the WGA package, no-one seemed to feel the need to make any further effort with me whatsoever as I had already been ‘reeled in’, and unfortunately this situation continued after my operation.

I have received no customer service or after care at all with my so called ‘package’, despite it apparently including 5 weeks after care, and a further consultation in Manchester which, not surprisingly, has not even been provided to me.

I am disgusted that I paid the sum of £ and received literally nothing more than a ‘no frills package’. I specifically chose to go private for this procedure as I was under the impression that paying privately got you not only a quicker all-round time scale, but a little peace of mind that things would run more smoothly, and that I would be taken care of in a more personal and professional way. I was sadly mistaken.

I am aware that I opted for the ‘cheaper’ of the two packages; however, it shouldn’t mean that I have to sacrifice my right to decent customer service and after care. I honestly expected to receive the basic element that I paid for and I feel utterly appalled that this is not the case.

I am disgusted by the entire experience I have encountered with this procedure at the hands of The Hospital Group/Why Go Abroad and in some ways, feel that I have wasted money that I could not afford to throw away.

I paid an extremely large sum of money for a product that I have not received. Had this money, for example, been used to purchase a car that turned out to be faulty, or, a new bathroom/kitchen suite that did not meet the advertised requirements, I can assure you that such products would have been returned immediately and a refund demanded. Unfortunately however, in these circumstances, this is not the case as the ‘product’ I have purchased cannot be returned and I feel I am simply expected to ‘shut up and put up’.

I feel completely let down and cheated by everyone concerned in this matter.

I would therefore be obliged to receive any advice/feedback from you in response to all of the above, within the next 14 days.

Yours sincerely,

Hi Georgina

Oh nevermind maybe another time. You can tell me all about how it goes, not too happy in waiting 9 weeks for my xray and fill, but then at least it is booked, and i was very pleased to get Hayley ring me back because she was very nice and like you said seemed to know what she is doing. I will need loads of willpower between now and then. I think you need to try certain foods, i havent tried any meat yet or Rice, on holiday i lived on Spagetti Bolonaise and Omelettes, but what i find is i can eat more or less anything but just not alot of it, which is helpful otherwise i'd be the same weight as i started if not. I am finding tho that i am more regularly hungry now tho, which is why i am trying to eat healthy so at least i can go for my first fill having lost some weight. I am still a member at weight watchers so now i am into my 4 weeks (Normal Diet) i might go back there to keep myself on track. R u at any diet clubs at the moment..?

hi

i am new to this site and just read your letter of complaint, however my experience up to now has been great i feel lisa and sally are like old friends, lisa has always answered my calls and is full of information.

my op is the 21st july at bromsgrove i know i have gone for the cheaper option but i just want my band and any requirements after that i will happily pay for, i am sorry you have had a rough time but i feel your weight loss speaks for itself and you are much happier now.

xx

Hi Tracey, Good luck for you op on the 21st. Like you I found them to be all great pre op or should I say pre payment!! but just no time for you what so ever once you have paid. I hope your experience with them will be different. The team at Dolan Park are all great so you will have no worries there at all. Wishing you all the best.

Georgina x

Hiya Debbie,

I do the weighing at weight watchers!!! bloody cheeky eh! not told anyone about my surgery. Tonight is the weigh in night and I am worried I havent lost anything this week. Will be gutted if I haven`t as I have been sooo good but its hard as I am hungry a lot now. I tried a little rice yesterday with no prob at all. wouldnt really know I had a band! Been eating a lot of omlettes but think I need to cut back on the eggs as got terrible constipation!!!! : ) lovely!!! Hardly been since the op!! did have some chocolate ex lax... was a real treat yummy!!! haha... Got 3 weeks till my fill now, hope my willpower doesnt desert me!

Yes I think it might be a good idea to go to weight watchers while your waiting for your fill. With a weekly weigh in you can keep track of what your weight is doing and being at a club might inspire you.

Will post later on "the weekly weigh in" how I get on tonight. How much have you lost now? Do you eat salad? How is that if you do?

Look forward to hearing from you.

with love

Georgina xx

Hey Georgina

Like you i am starting to feel hungry, like all the time...! It is gonna be very difficult until my fill on the 9th of August, now i am wishing that i'd said it was too long away to Hayley. That reminds me, have you had your letter yet from THG will all the information about where to go in orpington etc... cause i havent..!!! They are starting to really annoy me now...

Well i have been eating most things to be honest, (Apart from Bread..!) i've had salad most days, tonight i had Spag Bol, last night i had a weight watchers fish pie which was really nice. I know what you mean about omlettes, cause when i was in my 3-4 weeks thats all i had and it does make you very constipated, but i got around this by just drinking lots of water, it was easy for me to do that cause i was in spain at the time... ha ha and the weather was very hot...!

Hey Georgina like i said in my previous post try not to worry about the weight loss, just concentrate on getting the band heeled, and getting our first fills and away from the hosptial group, i think we will be both plain sailing then.

D..x

Hi Kerri.

Just got banded with WGA last tuesday 15th and everything was perfect. Nurses were top and i got first class care i also had the same surgeon as you are having and i couldnt fault anything , i was really looked. good luck you will be fine C x

Hi Ginger,

Thanks for the message, I'm glad everything went well for you, I am booked in for the 12th September, so the nerves are kicking in and the self doubt of if i will cope!! but then I have the excitement too!! two very extreme emotions!! lol

hey peeps

Hope you are all well. I am from derby and am booked in for my op on 31st aug with Mr Sigurdsson too!! I personally have had an ok experience - they sent me a letter yesterday which advised that my op is booked for 31st july which made me nearly sh*t a brick as thats like thursday - but got it all sorted today.

It'll be great to keep in contact in how we are all getting on i the next few weeks!! Great to hear all your stories

Kel

Just an update....

Still no letter from THG regarding my suppose fill on the 9th Aug, (i'm tellin u girls it wants to happen)... So ANOTHER phone call is needed on Monday...!!!

They are SOOOO Frustrating....!

Georgina, have you got a discharge date yet also for Mr Richardson..? , i had a phone call the other day to say mine had been cancelled for the 25th July (Not that i knew i had an appointment then...!!!) and that someone would ring me to rearrange..as usual No phone call....!

I went with WGA had Mr rchardson the same as georgina.. had my surgery 2 weeks ago today.... 12th July.

I cant fault the service.... The nurses in hospital were fantastic, discharged early in the morning @ 6.30am but to be honest i'd rather be at home in my own bed!

The nurse called me after a week as I was tiod she would... that was perfect timing as I had a number of questions by then.

Now this morning a letter has arried with an appointment with a Dr Chaudry at Spire Hospital in Little Aston, Sutton Coldfield for thurs 31st july. Bit short notice but that means I get my xray only 2.5 weeks after surgery! I'm hoping I can have a little fill too so guna ring them monday.... I am glad it is sooner rather than later as I just wanna get this weight off asap!

Does anyone know who Dr Chaudry is??

Do you think they will let me have a small fill?

I hope so as my weight appears to have stopped dropping now. I lost 12lb of my 13 in the first week.

hiya. I had my band on 15th July with WGA and have also got to have an x-ray at the spire hospital on thur 31st july at 6.30pm! what time have you got? that means im only 2 weeks and 2 days post opp!! its sound like they are on the ball with the x-rays. !!! Hope you hear from you soon. maybe I will see you there. x

Caroline x

Hi Caroline..... I have got 6.45pm so we will be there at the same time.. you must be just before me!! How have you been getting on? Are you still loosing? How much have you lost? My operation was on the 12th so I am only a few days ahead of you.

Are you going on your own for your appointment or with someone... I think my husband is coming with me! We should grab a coffee...and compare notes! Did you have Dr Richardson for surgery?

Have you got far to travel to the appt? I m based in Cheltenham so its only about 1hr 30mins for me..

Cheers

Sally

hiya.

Not sure if my husband is coming or not yet...may just drive up alone from leicester. Dr Siguardson did mine.i feel ok not really hungry.would be nice to have a chat with you there.I will look out for you when i come out.i will wear a green top white trousers.c u tomoz. caroline x

Excellent see you tomorrow... I will be wearing cropped black trousers & a green stripy t-shirt (I think!).... cheers Sally xx

Its nice to see you ladies are getting the service you paid for with WGA.. I finally received my letter a few days ago so at least i know where i am going next saturday for my first xray and fill, all be it it's 9 weeks later.

Debbie x