HCA Healthcare UK Reviews 170

Well received with care taken and examination
Dr proscribed a course of antibiotic to cure an infection.
After the one week of pills and recommended days to watch progress, the infection remained and I called regarding a follow up.
'No, you are over the 1 week follow up period, it would be a new full charge'
Not acceptable
I cannot recommend going there except in a dire emergency

Absolutely no answer from HCA CS after 30 mins Just about to hang up after 30 mins of waiting for an answer from anyone in HCA FROM HCA Customer service ( does CS exist at HCA? )

HCA provided no after care service to a patient admission to ICU in HCA Princess Grace Hospital Marylebone. Trying to get follow up support for very ill young adult traumatised by the ICU visit

Currently on hold to HCA Customer service so far for 30 minutes - still not got through. Easily enough time time to write this negative review and alert you to this appalling organisation

I am on 20th(!) message advising high call volume
8 messages on how to pay
5 messages about consultant appointments
I was midway put through to reception who just put me back in the on hold loop waiting for a customer service advisor
5 messages about email contact

So now on hold - still no answer.
It’s 16. 18h Tuesday 14th October

Normal weekday
Normal working hours
Just about to hang up with the phone unanswered

I don’t thinkHCA have a Customer Service function . They have a recorded announcement claiming that they do
16.25h 14.10.25

My operation was cancelled, but this didn't stop the admin team confirming the operation and taking payment. I then turned up at 6AM on the nominated day, only to be turned away.

This would be 1 star, but the operation did eventually go ahead successfully, and the nursing care was good.

Had a wellness check done in 2024. We've been doing such tests regularly in different hospitals and countries over the last two decades. The experience with Dr Stephens in Wellington Hospital was by far the worst ever. I compained to their management and got an unsatisfactory response. I did not feel the need to engage further and simply asked my insurance company never to send me there again.

their website is tricky to use, password reset takes multiple times given the short window and delay getting their email

My doctor referred me to HCA for an ultrasound as a check after a surgical procedure. It was a simple 5 minute ultrasound (3 minutes over the abdomen, and 1 minute on each side for kidneys). The technician then said "All looks good, no problems." I then find I have been billed 559 pounds! For a simple 5 minute ultrasound! Never, never, never go to HCA. If you must, then a written quote prior to procedure is mandatory.

Do the private medical practices not look at these poor reviews and think perhaps we should use a different provider? Or does HCA not read these and look to improve? Unbelievable.
Was directed by HCA through my private medical insurer to book an appointment. First person sounded like they had a bad attitude and then upon booking an appointment with another person and having it all confirmed on email etc. They contact me the next day to say the slot is no longer available. Then they take a while to come back to you. They give you minimal options and their online booking system is a mess and doesn’t work properly and doesn't list what you filter.
Thinking to move to BUPA as a result as can't be dealing with HCA every time I need to schedule something. A total headache.

To date, we have not received any response regarding the next appointment information we requested. Our initial consultation with the obstetrician went well, and we paid the initial fee of £100—higher than the cost of follow-up appointments, which are typically £100 less when returning to the same consultant.

However, when we were checking to book a follow-up, no appointments were available for the following month. This meant we would have to start over with a different consultant and pay another initial fee, effectively increasing the cost and disrupting continuity of care.

To add to this, they were just trying to charge us for the first scan nearly 40 days after the initial consultation, despite receiving no follow-up communication or the information we had specifically requested—even though the HCA hospital was contacted by the consultant’s secretary.

The entire experience felt highly transactional, with minimal information provided about costs, care pathways, or the overall process.

We have since moved all follow-up care to The Harley Street Centre for Women, where we experienced far better communication, clarity, and transparency.

Unfortunately, our experience with HCA suggests either a lack of operational fitness or a business model that prioritises revenue over patient care.

Paid £400 for full medical check up. Doctor disinterested. Didn’t examine me. Meant to last 45mins but said we were done in less than 20mins. What a waste of money and the time travelling to the clinic

Total Garbage. Poor service, wrong invoices, overcharging.

My son had metal work removed from his spine at the Princess Grace Hospital this summer. We paid £6711 for a one night stay including, we were told , all relevant care. We have now received an additional bill for the removal of the metal staples from the wound .
Surely this comes within the care package as you can’t do it yourself?
HCA is a purely money making concern
I spoke to Jessiac at Customer Services on 12/8/25 who said it would be referred to the charge team who would call. They didn’t . I called again today 22/8/25 and was cut off.
Appalling customer service
HCA has at last responded to say they can’t deal with me as I’m not the patient. They have been happy to send me the invoices directly and deal with me throughout until now I’ve raised a complaint!

The app is terrible. I can’t print any of my blood test and it won’t let me log on online only on my app which is impossible to see terrible service.

First, I would like to say that doctors and professors Physio, they are world-class perfect.
However, the nurses are good, but there is a minority of bad nurses. As soon as I changed rooms, I was treated very badly, like I were a waste of time. The nurses keep saying we're busy. With other patients. To me, this is wrong because I am very sick, I need medical care.
These nurses need to learn empathy.
I've cashed out my pensions, my army pension, and my teaching pension to pay for this medical procedure because it's so expensive, but if I do not, then I'll end up in a wheelchair. My first choice was Russia. However, my time ran out; you've only got 10 years before nobody would do anything.
I suffered when I went to the I went to the other room. And when I was refused medication because I had an asthma attack because of the reaction of the medication and I was told no I can't have any medicine that time I had to call my mother who is a senior citizen who lives quite far away from the hospital she has to come in the middle of the night and give me asthma pump that's not good. Some of the nurses were amazing, but the others were not good. They got to learned compassion and respect. The hospital was very dirty. I've got this on camera. I made a video, I filmed everyone on my phone, you can see much more video on YouTube, sarbjit Terry singh Road to Recovery. And then afterwards, when the doctor looked at my blood results, he could tell that it was a virus that I believe I caught from the London Bridge Hospital. Then after I was admitted to A&E intensive care for 2 weeks, I barely survived.
I think there should be individual nurses just for one patient because they're transferring viruses from patient to patient, and when you have your new system wiped and reset, then it is very dangerous. Overall, at least the transplant was done correctly, and hopefully I won't be in a wheelchair.

They should not volunteers qualified people
The hospital even had a cheek to offer me £150 for compensation
Seriously, after I spend thousands
The staff coming in with coughs and colds at the reception was disgusting. It was one particular person who refused to help me into my taxi when leaving when I was in a wheelchair no respect can't believe I served for this country!

I must start by saying that the nurses were all fabulous in my hospital stay, and I am extremely grateful for that.

What I did have an issue with, were what I felt were exorbitant prescription costs, with one set of 30 tablets costing over a £100.

I was presented with paper proof that I had signed for the prescription and costs. Although I do not recall signing this form, I have to accept that I did. I was apparently presented with this form on the third day of my stay.

At this time, I was still under the effects of anaesthetic, as well as being given multiple opioids for the pain following major surgery. How anyone should be trusted to sign for things in this position, is beyond me. If I had been fully compos mentis, I would not have accepted these charges and tried to get my GP to prescribe the medication.

I understand that I was made aware that any costs not covered by the insurer would need to be covered by myself, but did not expect such a large bill for my take home prescriptions. Following multiple operations, I have never received such a high bill for prescriptions.

I did request from HCA over the phone what their cost prices were for the medication in dispute, but was told this would be confidential and not provided. So no transparency there, they can basically charge whatever they like. I wasn't made aware of these charges and asked to sign for them, until under the influence of an anaesthetic and multiple opioids.

I feel this process is unfair and could be much improved.

After coming onto Trustpilot to leave my review, I was disappointed to see that HCA Healthcare only get 1.4* (Bad) overall review.

I have also had multiple operations with the Circle Health Group, who have a rating of 4.5* (Excellent) on Trustpilot. I have always had a great experience with the Circle Group.

I think the overall Trustpilot rating for HCA Healthcare says it all really.

Absolutely absurd. Whenever you have the misfortune of booking an appointment with them, you need to complete a 15 page form with god knows what. And if you don't, they incessently nag you to do it. I finally gave up and went through, took 15 minutes I'll never get back (and I have to do it *every* time I have an appointment, even if I am going back to the exact same doctor again...). The only actually important information is the auth code and your insurance information, which can be taken when you show up at your appointment. Honestly this is a situation that technology makes dramatically worse. Just collect the *critical* information when someone signs up for an appointment OR at the appointment, not insisting that they pre-register with every fact under the sun.

When my elderly mother went into the Wellington emergency care , they made me sign something , all in a hurry , and I paid a £5k deposit promising me that they would warn me when it was near being fully used . Which they never did. They charged me £2k a day for nursing but made me provide my own carer 24/7 and then the nursing was non existent. I have complained but they have refused to settle the outstanding debt at £2498 instead of £5k which they would reduce by 1k . All their letters are incorrect with no explanation

[Review updated]
I've updated this review because after a couple of months after I had sent the double payiment they required me to make, one person from hca reached out to me an said that they confirmed in the end it was indeed an issue on their bank's side, and sent me a reimbursement of the double charge! This left a me with a sighlty more positive impression given that they contacted me with this even though before they had told me the investigation was concluded and my payiment was due.

--- original review ---
I went to the Portland Hospital in London for routine exams, and they are partnered with HCA, which processes the payment. I paid for the service immediately on the day, via credit cart.

About a month after, HCA sent me an invoice for that same amount. I called them to say I have paid this already, and they said that yes indeed it results that I paid at the hospital, but then... They claim that somehow the money was sent back to me.

Then there were months of back and forth, where I was calling my bank which every time confirms there's no trace of this money coming back. I provided HCA with my credit card statement, where there's no trace of any money returning after the payment.

They claim this payment is a negative line in their balance, gave me a transaction reference and said that I will have to pay. Once again my bank checked this transaction reference and it results that the money left my account and reached theirs.

HCA said they will issue a new statement for me and still want me to pay again for something I have paid already.

The amount of stress from this and the fact that I might end up double billed far outshines any good service I might have received.

I had full medical screenings with HCA in 2021 and 2022, and hoped to arrange a fresh screening in 2025. But, although the medical staff are good, the administration is dreadful. Messages sent by email or via the website to try to make an appointment receive an automated acknowledgement and then complete silence. This always happens. It's worse than the NHS! I am going to try BUPA instead.

Scam health care company.
I had consultation with one of their hopeless consultants. I even paid BFORE seeing him. Six years later I am bombarded and harassed with emails, texts, dept collectors ...etc. The first email 6 years after that consultation said that we looked into our books and see you did not pay! I thought it was a scam. Then after several harassments I called my bank, who confirmed that I did in fact pay!
This is a scam greedy company. I avoid any health care they are involved with. Their consultants rubbish, and services are a miss & hit at best.

Tried getting in touch with their urgent healthcare center in London. After calling the listed number on their website, spent 15 minutes going through redirects only to end up with someone who could not seem to hear me dur to bad voice equipment. Will not be calling again