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"Queen's Hospital Havering - disappointed with communications procedures"

About: Queen's Hospital (Romford)

(as the patient),

I am on the waiting list for a surgical proceedure at Queens Hospital, Havering. I received a letter on the 5th March saying I had reached top of the waiting list and could I call an extention listed. The phone rang out each time and I spent two whole days trying to get through. After 10 to 20 minutes it diverted to switchboard ant they tried to put me through with waits on the phone ringing for half an hour at t a time.

I asked to speak to a manager and was put through to PALs who informed me there are staff shortages and many others are also unable to get a response. They spoke with the admissions team for me and informed me the letter had been a mistake so I am at the lower end of the waiting list and can not have an appoitnment booked yet. I requested that as the mistake had been made and I had spend so much time and my phone bill trying to get through they at least give me a booking date as the letter had said.

I received a written response on the 15th March saying the letter had been a mistake made by a temp staff member and I am on a waiting list. Previous to this when I was initially referred to the hospital I also had to spend over a week trying to get in touch following a letter asking me to call admissions to book an appointment. I find this to be a totally unacceptable level of public service and feel my complaint has escalated by a slow response and phone calls not being answered.

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