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Telephones not answered

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"Telephones not answered"

About: Eastbourne District General Hospital

Each time I have phoned 0300 131 4500 to try and speak to someone on the ward for an update the phone rings for a good 30 minutes or more before the stressed-out switchboard operator finally answers. Then it takes another 30 minutes before the call is answered on the ward - always by medical staff - where are all your ward clerks? Ward clerks should be answering the calls and either finding someone to help or arranging for a call back at a convenient time. Fairly simple.

Since visiting is now not allowed, surely you must realise that anxious relatives need to know what is happening and the only way to find anything out is by phoning the hospital.

I understand that GPs who need to have a patient admitted go through the same performance waiting for switchboard and ending up sending the patient to A&E to be admitted. The amount of time being WASTED here is beyond belief, medical staff, admin staff and patients time. Then there is the stress this causes, I don’t think you can measure this. If you can’t even answer the phone then what else is not being done? This is in no way a problem for the medical staff to resolve, it is a system problem for one of your many managers to take responsibility for - not a medically trained person as this would be a complete waste of their skills and time.

Please don’t blame the coronavirus for this as well.

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Responses

Response from Eastbourne District General Hospital 3 years ago
Eastbourne District General Hospital

Submitted on 06/08/2020 at 15:03
Published on nhs.uk at 21:40

Dear Mary,

Thank you for taking the time to leave us some feedback about the recent difficulties you have experienced trying to get in touch with the Trust; we very much appreciate it but conversely, are very sorry you have been given cause to raise the matter in this way.

It is absolutely vital, particularly in these challenging times and when there are disappointing but necessary restrictions on visiting, that relatives can contact us and get an update on the health and well-being of their loved ones. The experience you have described is of great concern to us, and we offer you our apologies for the obvious frustration, worry, inconvenience and upset you have been caused through the difficulties encountered trying to connect with a clinical area caring for your relative or friend.

We have recently identified some intermittent connectivity issues as a result of the Trust’s programme of telecommunication upgrade works, and have been endeavouring to resolve these as soon as they are reported to limit communication difficulties. We are also aware that the current visiting restrictions we have in place to keep patients, their relatives and staff safe and stop the spread of the coronavirus have significantly increased the volume of inbound calls to the Trust from concerned and anxious relatives. We are working hard to answer as many of these calls as possible, whilst also ensuring we maintain appropriate care and treatment in sometimes complex and challenging situations to meet the individual needs of patients.

Nevertheless, you have described an experience that you have found unsatisfactory, and we are sorry for this as it is not our wish to add to or protract the worry and distress experienced by relatives trying to get in touch with the Trust. Please be assured we are reviewing the situation and making necessary changes to the telephony system or clinical areas to maximise the communication channels for callers.

If you have been unable to contact the department or ward you are trying to reach, or require further assistance, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0300 13 14 500 and when prompted, dial 135886.

In the meantime, please take care Mary and stay safe.

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