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Contacting Kent and Canterbury Hospital

Posted By Char19

"Contacting Kent and Canterbury Hospital"

About: Kent & Canterbury Hospital / Maxillo-Facial surgery

(as the patient),

Following a minor surgery I have a hole in my gum where I had a procedure done. Tried multiple times to call Maxillofacial department by the number given but put into holding loop for over 10 minutes every time - Don't have time to sit waiting for someone to answer the call. The extension number provided doesn't seem to work. Also had same problem trying to call earlier in the year. 

Emailed the department secretary 5 days after the procedure and still not heard anything. Have had to book a follow up appointment from the procedure with my own NHS dentist but have had to wait 4 days to be seen by them (Being seen by own dentist tomorrow).

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Responses

Response from Head of Patient Voice and Involvement, Clinical Quality and Patient Safety, East Kent Hospitals University NHS Foundation Trust 6 months ago
East Kent Hospitals University NHS Foundation Trust

Submitted on 24/10/2023 at 16:50
Published on Care Opinion at 16:50

I am so sorry you have had this experience. It must be very frustrating and it's not acceptable that you have been unable to contact the service. I have raised this with them and asked them to look into this. I will then provide you an update as soon as I can.

In the meantime, if you would like us to look into what happened, please contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.

Best wishes

Response from Head of Patient Voice and Involvement, Clinical Quality and Patient Safety, East Kent Hospitals University NHS Foundation Trust 6 months ago
East Kent Hospitals University NHS Foundation Trust

Submitted on 25/10/2023 at 09:58
Published on Care Opinion at 09:58

Hi there, I have an update for you.

The service has stated that all answerphone messages should be responded to. If staff are off, the message will direct the caller to an alternative number. The service would find it helpful to know what number you were calling so they can check it. If you could email the Patient Voice and Involvement team, we will let the service know what number you were calling. Thank you. Our email is ekhuft.patientvoice@nhs.net

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