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I thought it was me that was deaf not you

Story from nhs.uk

"I thought it was me that was deaf not you"

About: Central Manchester University Hospitals NHS Foundation Trust

The Audiology department of this hospital is an absolute joke. There are two phone numbers printed on appointment letters which state "If you are unable to attend your appointment, please contact us on 0161 276 4367 or 0161 276 4099" Yet they never, ever answer the phone. I have been trying for days to get through. I've complained to PALS but they are useless and don't make any difference. Not only do they never answer the phone but it doesn't divert anywhere and there is no opportunity to leave a message to ask for anyone to call you back. What kind of a department is it that never answers the phone to it's patients.

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Responses

Response from Manchester University NHS Foundation Trust 7 years ago
Manchester University NHS Foundation Trust

Submitted on 16/05/2016 at 09:29
Published on Care Opinion at 11:02

We were very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your difficulty when contacting the Audiology department at the Manchester Royal Infirmary as this is not the standard that would we expect. We would always expect telephone calls and enquiries from patients to be answered as promptly as possible and we must apologise that this has not been your experience. We understand that this is very frustrating and your comments will be passed on to the department concerned. Having spoken with Audiology we understand that there has been an issue with the line and that this is now resolved. Audiology can be contacted on the following extension: 0161 276 4613.

We take all issues surrounding patient care very seriously and would very much like to hear from you directly about the specific difficulties that you experienced. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.

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