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Switchboard answer times

Posted By Samdog

"Switchboard answer times"

About: Heartlands Hospital

(as a service user),

I was advised by my GP to contact my renal consultant at Heartlands quite urgently about changes to medication. However, I rang the switchboard for over half an hour until it was answered. It rang until the call cut off. I was told there were only two on duty.

I was concerned but how would you feel if you were trying to find out information about a loved one?

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Responses

Response from Heartlands Hospital 6 years ago
Heartlands Hospital

Submitted on 05/04/2018 at 16:14
Published on nhs.uk at 17:07

Dear Samdog,

Please accept my apologies for the delay in responding to your posting.

I am sorry that your call was disconnected , as I appreciate that you had been requested to speak to your consultant urgently.

I do hope you have now had the opportunity to speak to your Renal Consultant.

If you would be willing to provide further details such as your name, a contact number and the day you contacted the hospital, as a Trust, we would welcome the opportunity to look into this matter further.

You can do this by contacting a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to bhs-tr.Complaints-ConcernsandCompliments@nhs.net who can then take the necessary action.

If you do contact our team, can I please ask you to advise the member of staff that you are responding to your Care Opinion Choices Posting.

I will forward your posting to the Senior Management for our Switchboard, so they are aware of your experience.

Yours sincerely

Jenny Langham

Patient Services Officer

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