"Phone lines"

I’ve been trying to contact the Plastic Surgery Appointment Helpline today on 01438 284279. When I eventually got through I was greeted by a staff member who said they were ‘temporary’ and didn’t seem properly trained or even know what I was taking about, so had to give up speaking to them as they were totally clueless.

Tried operator service instead, ask for Plastic Surgery Appointments, I get put through to UROLOGY. When they put me through to Plastics the phone never stops ringing and the voice says ‘Mailbox is full’. This happens at least FOUR times. If I go through the recorded voice it asks what department you need, I say ‘Plastics’ or ‘Plastic Surgery Appointment Helpline’ quite plainly and slowly, it says ‘Putting you to through to Early Pregnancy’! THIS happens at least four times too.

Might I suggest management send a memo to all staff to ask them to make sure their mailboxes are cleared of messages then patients might actually be able to get through and leave one? Also staff members need to LISTEN and have some knowledge of what they’re doing – the person I spoke to in Plastics today plainly didn’t. Your voice operated system clearly needs a revamp as well, as even the plainest and slowest phrases aren’t recognised by it.

I’ve looked at your ratings and whilst nursing standards appear good at the Lister, your ancillary staff appear to need training.