Hospital Lusíadas Lisboa

I am writing once again, after having filed a complaint with the appropriate authorities, to express my dissatisfaction with Hospital Lusíadas Lisboa, which I believe may be responsible for serious breaches of ethical… and professional duties. I was monitored throughout my pregnancy by Dr. Marta Marum, who was entrusted with all clinical supervision. During this period, I expressly questioned the need for a cesarean section, and I was always assured that there was no clinical indication for it, despite the suspicion of a larger fetus and the fact that I had undergone 4 ultrasounds. The delivery was scheduled by the doctor herself, through induction at 41 weeks + 1, when she herself would have a slot available to perform it. However, on the day and time of delivery — already in an advanced stage of labor (9 cm dilation) — I was informed of her absence for personal reasons, without any properly coordinated replacement or effective transmission of relevant clinical information being ensured. In my understanding, such conduct constitutes a serious violation of the duty of care and continuity of care, and is particularly reprehensible because it was an act previously scheduled by the doctor herself. The delivery was conducted by Dr. Luís Canelas, who demonstrated a lack of knowledge of essential clinical elements, namely the fetal percentile, even questioning this information during the expulsive phase (more than an hour) — a situation that demonstrates a clear failure in the transmission of clinical information and preparation of the team. Furthermore, I have learned that this practice — scheduling deliveries by Dr. Marta Marum without subsequent attendance — may not have been isolated, which, if confirmed, could constitute a pattern of negligent and ethically reprehensible conduct. The delivery proved to be highly traumatic and complicated, requiring the use of a vacuum extractor and resulting in a tear in the cervix, which was later identified in an emergency surgical setting under general anesthesia, after losing a significant amount of blood and developing a high fever. It is important to point out that, according to the clinical report that was subsequently made available (only after insistence and an in-person visit), it is stated that the baby's head did not descend as expected, which raises serious doubts about the adequacy of the prior clinical assessment and the decision to insist on an induced vaginal delivery, when there might have been an indication for an alternative approach, namely a cesarean section. The complications suffered had significant and persistent physical consequences, forcing me to start pelvic physiotherapy treatments, with a direct impact on my health and quality of life. In addition, there were serious failures in the right to clinical information, with the delivery report initially being refused and subsequently provided in a manifestly incomplete and insufficient manner, without adequate technical detail. It was also quite complicated to schedule a postpartum appointment with Dr. Marta Marum, as indicated by Dr. Luís Canelas on the day of discharge. After several attempts to schedule an appointment by phone, I tried by email, to which I only managed, once again, to indicate that if I did not have the appointment I would file a complaint with the medical association. The appointment was scheduled about 2 months after the birth, to which the doctor reacted as if nothing had happened, refusing to give the birth report and showing a lack of knowledge of how I could obtain it or where the hospital's administrative desk was, so I could request it. When I expressed my dissatisfaction with the situation, she replied that 'if you want to complain, go outside'. I also inform you that I reserve the right to resort to other competent legal channels, including civil liability, should medical negligence be confirmed.

The worst app I've ever encountered; even public hospitals that have apps have none worse than this.

A 50-minute wait for an appointment, even with a prior booking, is unacceptable. Appointments exist precisely to organize service and respect patients' time. If they are unable to meet the scheduled times, they should… space out appointments more and adjust the schedule to their actual capacity. Patients' time also deserves respect and professionalism. This situation demonstrates a clear lack of organization and consideration for those who book and arrive on time.

It's impossible to resolve issues by phone with this hospital. I've already wasted an hour and a half on hold. There are issues that can't be resolved through the app, and it's necessary to have an alternative… communication channel that works.

The waiting time is incredibly long... almost 6 hours waiting every time we go to the emergency room, it's crazy.

After traveling about 50 km and waiting about 90 minutes to be called for an ultrasound, and because I had other commitments, I had to reschedule and return another day.

The telephone service is disappointing. On four occasions I waited more than 25 minutes to be attended to by a human being. The digital assistant is a disaster (it doesn't recognize the information provided, it asks for… the same data repeatedly). I made appointments for in-person exams that were cancelled without any notification. A disaster...

Currently, I am studying outside of Portugal and was visiting my family when, unfortunately, I fell ill and began to feel quite unwell. For this reason, I went to the Emergency Department, also taking into account that… I had a return flight scheduled for the following day. During the medical evaluation, I was advised to undergo some additional tests, including blood tests. In addition to remaining in the hospital for approximately five hours, the experience during the blood draw was particularly unpleasant. The procedure was performed in a way that made me feel unsafe and unconfident about the experience of the nursing professional in charge. I felt intense pain, and the professional spent about two to four minutes trying to locate the vein in my arm. The procedure was extremely uncomfortable and resulted in a large bruise, which I consider disproportionate to what would be expected in a routine blood test. I couldn't move my arm properly for the rest of the night, and it was still quite painful in the following days. I had never had a bad experience/problem with a blood draw before this one. I understand that medical procedures are not always simple and that there may be difficulties in performing a blood draw. (I myself work in the healthcare field). However, I believe that the safety and comfort of patients should always be priorities, and that any procedure should be performed with due care, competence, and attention to the patient's suffering.

Public complaint — lack of resolution and incorrect charges Unfortunately, I've reached the point where I have to publicly expose this situation to see if someone will contact me and resolve a problem that has been… dragging on for weeks. On the 29th, I went to the unit with my daughter and, instead of the usual €25 I pay with my insurance, they charged me €70. I found the amount strange and went back to the counter while still in the parking lot to question the charge. The other employee confirmed that the consultation had been incorrectly registered, as if it were a specialist consultation without insurance. I was asked for my IBAN, with the indication that the refund would be made the following week. Almost three weeks have passed and I still haven't received my money. Meanwhile, my son also had a consultation and I was sent a charge of €85 by email, allegedly because the system was down on the day of the appointment. However, there have been other situations where the system was unavailable and they managed to activate the insurance, applying the correct values. Once again, the charge does not correspond to the amount I usually pay for the insurance. What is most infuriating is that my daughter's invoice was sent to the insurance company, the payment was received, and yet I still haven't received the refund I am due. At the same time, I receive automated messages every day demanding payment of my son's invoice, without anyone bothering to contact me to clarify and resolve both situations. I have tried to contact the services numerous times. I am transferred from one automated service to another, without being able to speak to someone who understands the problem and offers a concrete solution. I am not refusing to pay what is due. I am refusing, however, to pay amounts that I consider incorrect until the charges are properly clarified. I also do not consider it acceptable to have to travel from the South Bank just to resolve administrative errors that could be handled by phone. It's unfortunate that a customer has to resort to a public complaint to try and get a response. I just want them to contact me, correct the charge for my son, and refund the amount my daughter paid incorrectly. I await contact and a concrete resolution, no more automated messages.

There are only 3 people in the emergency at 6am. Somehow after 1 hour the same 3 people remain.1 hou wait ( so far) with only 3 people. Not sure how you justify the private sector prices Edit: 2 hours now…change of… shift they claim like that justifies paying 120€ and waiting 2 hours with the hospital empty

On October 12th, at the nursing service for a small bandage, I received a bill for €16.00. I still can't believe it, next time I'll bring my own supplies from home. Unfortunate.

I went there to a dermatologist appointment and then scheduled a surgery. They never managed to forward the request to my insurance so I had to cancel the surgery and after calling several times to ask for updates and a… new date, each time with no new information and no call back, I gave up and wasted in the end a lot of money for nothing

After going to several very well-known thoracic surgeons who prefer to perform easy surgeries, I found an angel at the Hospital dos Lusiadas, Dr. João Silva! Besides being a fearless young man, he is a fantastic human… being!

Avoid this. The worst private healthcare group in terms of customer support. I spent months trying to resolve a complex situation involving the violation of my personal and health data through a telephone service that… solved nothing. I tried email and no one responded either. Finally, I filed a written complaint, and besides not meeting the legal response deadline, they neither resolved nor responded, which prompted me to file a complaint with the Health Regulatory Authority, which clarified that this entity is in breach of regulations. I will continue the complaint with the National Data Protection Commission. Therefore, if you want a service that doesn't work, with the added problem of another user being able to access your health and personal data through the + Lusíadas app, then go to this hospital group. For me, never again!

Terrible post-operative care. Impossible to contact the hospital for help. They don't answer the phone.

My wife arrived feeling very ill with terrible pain from kidney stones. She's writhing in pain right now, and we've been here for two and a half hours and she hasn't even seen a doctor yet. It's absurd, a complete lack… of empathy. We informed them that there's a possibility she might be pregnant, and they didn't even give her paracetamol. As I write this, I feel like the worst person in the world for seeing her in this situation and not being able to help her!

This hospital is a complete mess. I had three tests done during a consultation and they weren't sent by email. I've been constantly forced to call and insist to get access to my own results. I've made several calls and,… to make matters worse, each operator gives different information: one says the maximum time is 15 days, another says it's 30 days. It's unacceptable that the patient has to chase the hospital to get results for tests they've already had done. Very poor organization and communication. An extremely frustrating experience.

I've been accused for two years of not paying for two MRI scans. Luckily, I had the paper invoices. I sent them. They haven't responded. In September, I decided to go there in person, but it didn't work. I'm still… waiting. That day I had an appointment scheduled, but I decided to cancel and go to the beach. There's no proof that I went to that appointment, and there is proof that I was at the beach. They charged me for the appointment anyway. That is, they are trying to charge me for things that didn't happen and twice for things that did happen. I don't think I'll go back there.

I'm more likely to be treated in public hospitals. But the worst part is the negligence, the complete lack of information. We have to beg them to explain things to us.

Telephone support simply doesn't exist!!! It's shameful that a healthcare entity has "virtual assistants" that will NEVER be able to replace a human with the ability to INTERPRET the Portuguese language.

I have a prescription for physiotherapy, issued by a doctor, and despite this clinical indication, I was informed that I cannot begin treatment without a prior additional consultation. What I find particularly… incomprehensible is the fact that this consultation is fully charged, costing €110, even though there is already a medical prescription indicating the need for physiotherapy. I don't understand the need to submit the situation to another consultation, especially when there is already a medical assessment and indication for treatment. This situation ends up representing a significant additional cost for the patient and raises questions about the coordination between different healthcare professionals and the need to repeat assessments that have already been carried out.

Trying to speak to someone at Lusíadas is like falling into a bottomless pit. The digital bots get stuck in a loop, unable to answer, and there are no human beings available to help. I called CUF and they answered.… Problem solved. Thank you Lusíadas for helping me discover other hospitals ✌🏻

I have been hospitalized twice in 2023 and recently underwent orthopedic surgery. In all situations, I received good treatment and medical and nursing care. In outpatient consultations, I also generally had good… experiences. So far, I recommend this hospital. Post-hospitalization comment The option of placing a digital assistant in public service is a catastrophic decision that drives away many patients if they maintain this modality. Although I am not digitally excluded, I have already found myself grappling with "impossible communication." This service modality is designed for relatively simple operations, such as scheduling an appointment for an available day agreed upon with the patient. When the issues are a little more complex, there is no answer at all. This is one of the problems. Another is the loss of human communication, which "drives many people crazy." Finally, there are many people who do not know how to use this mode of communication and are excluded from contact with the hospital. A terrible option! (comment from someone who has most of their doctors at this hospital)