"Appointment & complaints"

The Russell Hall appointment call handlers are insufficiently trained and rude on the phone. You get sent a letter advising you to call on a date if you’ve not heard from them, when you do as they say and call you get interrupted and disrespected.

I complained, the manager was even worse, tried to speak over me, rather than listen to my point. I specifically asked for a written response (which the complaint handling document you send us says you will get) and after a week it still hasn’t been given. I’ve had to chase you up for something you should have given on the same day of the call. It is clear you do not care about your patients or the guidelines set for handling complaints.

You promise someone will call to discuss average waiting times to see the andrology department yet nobody calls or emails to have a simple 5min call. Awful service.

I will be highlighting your awful service to the Parliamentary and Health Service Ombudsman, you cannot treat people this rudely. If we’re rude and disrespectful to you then you’re quick to threaten us with action aren’t you.