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Dreadful to contact by phone

Story from nhs.uk

"Dreadful to contact by phone"

About: Droitwich Spa Hospital

Due to go in for hip surgery on 23/02/2023 needed to try to change my blood tests appointment to the day before but trying to speak to someone yesterday was impossible. The phone system seriously needs looking into. Managed eventually to leave a message but no call back, tried several times again later which resulted in yet again leave a message but no way would I have done that, then twice did eventually speak to someone but got cut off during the transferring of the call. After several hours of persistent calling and extremely annoyed the final outcome was appointed couldn’t be changed. Paid for my operation yesterday but really do have doubts now. Fully understand they are busy but did expect a better service. Why have a messaging service that’s obviously not managed. Really hope I don’t need to have to make any contact between now and the operation or for any aftercare.

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Responses

Response from Droitwich Spa Hospital 2 years ago
Droitwich Spa Hospital

Submitted on 21/02/2023 at 14:43
Published on nhs.uk at 21:06

Dear Patient,

We are incredibly sorry to hear about your recent experience at The Droitwich Spa Hospital. This is not the level of customer service we strive to deliver, we have taken your comments on board and raised them to relevant departments to make sure this does not happen again to you or any of our other patients. Upon raising this we have investigated our phone lines and there does seem to be an issue with our telephones and calls, this is being fixed immediately. We completely understand your doubts but please be reassured that this is level of service will not be repeated during your stay with us. If you would like to discuss this matter further with us for reassurance please contact us on the following email - customerservicedroitwichspa@circlehealthgroup.co.uk

Thank you again for bringing this to our attention and again we do apologise for the inconvenience we have caused you.

Kind regards, The Droitwich Spa Hospital

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