CUF Reviews 52

Absolutely no respect for patients, doctor is late with her stuff and no one takes responsibility to inform waiting patients. What is the point to choose private clinic, if you need to waste all day of your time because of someone else’s incompetence

They have a bad call center full of amateurs.
When there is a problem they just answer "this is the only procedure"
They created the problem, they didn't solve it and after 4 weeks I am still here waiting for the possibility to get the exam done

This place has my money and is not answering my emails anymore! AVOID! I was charged a 400€ “temporary deposit” at reception and told the remaining balance would be automatically refunded to my credit card within a day. My final bill was only 157.44€, so they owe me over 200€, but 4 days later there is still no refund. Instead, they emailed asking for my full bank account details with no clear explanation, and now nobody is answering my emails while they keep my money. It’s very unfortunate because the doctor was amazing, but the administration and billing practices are extremely unprofessional and have caused me a lot of stress. I will update the review if I hear anything back from them.

I have met one good doctor there however the administration/customer care are extremely unhelpful. Either on site, or via phone, they never understand the problem, never provide any solutions. Never respond to official complaints either.

Nice and polite people answering the phone - but no result! Trying to book a prescribed exam for 3x now, they promise to call back (only possibility, already inefficient) but then nothing happens for weeks and months.

If there was a lower rating I’d give it. Notoriously late. Every appt I am here is over an hour late. Why schedule it this way ? Ugghh. So freaking frustrating. Do better CUF

CUF Tejo constantly has poor customer service related to booking and information related to medical services. One time I was sent around 3 times before they got me to the right medical expertise. They often over charge compared to pre-agreed prices. It is systemic and thus fraudulent behavior since they are aware of it. There is resonable management process and all contact attempts to administration is leading nowhere. The organisation is 50 years behind in most processes and customer handling.

There is a person who’s front desk service is just mean. Bad alttitude towards clients who are trying to navigate through payment service. Left me disappointed how rude it was.

The CUF website doesn't function.
It needs people with a different mind set. It's a few years now that I try to book appointments on line. I never succeeded. This is not a problem of today, it's a problem of yesterday.

A highly commercialized practice with little regard for patient well-being. The doctors seem more focused on prescribing expensive tests and potentially harmful medications rather than providing genuine care. My experience has been a nightmare of endless tests, surgeries, and neglect, yet I am still without a proper diagnosis. My condition has only worsened under their care. If this is the standard of healthcare they provide, it’s only a matter of time before it leads to serious harm—if it hasn’t already.

This all started in December when my wife's cancer surgery was slated for 3 January 2025. Straightaway we knew there would be problems. Trying to get anyone to work in Portugal over Christmas would take a miracle...which, of course, never happened. So the pre-approval, as we knew, never arrived. So we paid in advance more than 3500 Euro. Here we are in the 2nd week of March and we still have not been refunded the due amount, and CUF continues to delay delay delay. My wife needed rest after her cancer surgery, but it has been nothing but stress stress stress. All caused by CUF. No contact to apologise, no professionalism from CUF. What a shambles they are. And to think, they win awards as best provider in Portugal. That says all you need to know. CUF is a disaster. And still we wait.

UPDATE. Wrote to CUF and received an auto reply....Please send us a detailed account of this situation by contacting us using the form available at (their link) selecting the subject "Expositions", so that this matter can receive due attention from our Customer Care Office.

So I did (see below)....let's see.....

I have sent an email today, 11 March, as requested...this is the text below....please check your link.

The José de Mello Group claims its Group Values are;

Our culture and the values at its roots are the standard of behaviour that we must respect, honour and express in the management of our businesses.

Competence
We encourage a mindset that aims for continuously doing more and better, through individual responsibility and teamwork, striving for excellence and consistency

Integrity
We promote ethical and honest behaviour, building trustworthy and loyal relationships, treating everyone fairly and truthfully

At NO stage have we experienced positive signs of these values.

This all started in December when my wife's cancer surgery was booked for 3 January 2025 by her surgeon, Dr Nuno Xxxxxxxx. We knew there would be problems gaining pre-approvals over Christmas. As we knew, the pre-approval, never arrived so we paid in advance 3597 Euro. We were told at the time that no other payments would be required, and we would be refunded our money once approval was granted. Approval was granted and yet here we are in the 2nd week of March and we still have not been refunded any amount, and CUF continues to delay delay delay. My wife needed rest after her cancer surgery, but there has been nothing but stress stress stress. To add further to the stress, we were then incorrectly charged an additional amount of 283,80 Euro which I paid on 5 March 2025. A representative from CUF Billing at Torres Vedras Rui Xxxx, rang on 6 March to correctly advise that the charge should NEVER have been sent to us, and it also would be refunded. We still have NO REFUNDS. All of this is caused by CUF. No contact to apologise, no professionalism from CUF. After 10 weeks we are still owed more than 3000 Euros and no one is doing anything.

CUF claims, "We promote ethical and honest behaviour, building trustworthy and loyal relationships, treating everyone fairly and truthfully". No one from CUF has shown us any of that.

This is totally unreasonable, and we expect the full refund, and personal contact from a senior manager for the stress, now. So who will contact us????? We wait, and wait....11 weeks, and counting.

My wife, was diagnosed with an 18mm kidney stone at CUF. Despite confirmation of the stone, the initial urologist abruptly ended the appointment without providing clear guidance on the next steps, stating she needed to find a surgeon by herself that would operate her through IASFA.
After numerous calls to other CUF hospitals, we were finally scheduled for a consultation with a urologist from CUF Porto on December 26th. This consultation confirmed the possibility of surgery through IASFA no later than January 2nd, 2025.
However, on December 30th, an administrator informed us that some of the doctor's codes were incompatible with IASFA reimbursement. Despite promises to clarify with the doctor, we received no further updates. The doctor went AWOL.
Furthermore, my wife's crucial CT scan has been misplaced within the hospital, raising serious concerns about the continuity of her care elsewhere witout a new expensive and painful scan with contrast.
This experience at a "supposed" private hospital, where significant costs are incurred, has been deeply disappointing. The lack of clear communication, delays in treatment, and the apparent disregard for patient well-being are unacceptable. It appears that the hospital's primary focus is on 'Delay, Deny, Defend' rather than providing quality care.

A model of privately paid inefficiency. Waiting times in no way reflect appointment times. Still have to wait because the appointment must be paid. Absolute garbage.