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Communication Issues

Story from nhs.uk

"Communication Issues"

About: Queen's Hospital (Romford)

I have been trying to contact the relevant radiology department on 02089708087 as stated on all the letters. Trying for a week now and it just rings all the time and cuts off. Even using the main switchboard there is precious little interaction. Reception put me through to someone who tried to put me through to the right department but it was engaged. She took my number and I'm waiting for a call back. Its like pass the parcel. And no one cares if your problem gets resolved. There is a very big void in the NHS with communication. Some one needs to own the problem trying to be sorted rather than just pushing it on to some one else just to get rid of the call.

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Responses

Response from Queen's Hospital 3 years ago
Queen's Hospital

Submitted on 08/03/2021 at 07:18
Published on nhs.uk at 19:34

Thank you for taking the time to make us aware of your feedback, I am so sorry to hear the problems you have had getting in touch with the Radiology Department and apologise for inconvenience this caused you. We have shared your concerns with the team - the number 0208 970 8087 is a group number, where all calls are coming to the CT Booking team. We are trying to maximise appointment opportunities for our patients, therefore our staff are actively calling patients to offer appointment slots that are available at short notice due cancellations and our telephone line is extremely busy. Therefore we created an additional telephone line. We have changed the numbers on our patient letters and have updated the number to 0208 970 8217. We hope that it will be easier for the patients to get through to one of our team, as we will assign 4 people in a call centre to answer these calls.

Should you require any further assistance or advice on this matter then please contact our Patient Advice and Liaison Service and they will do all they can to help you. They can be contacted on 01708 435 454 or by email, bhrut.pals@nhs.net. Once again, thank you for taking the time to provide us with your feedback.

Kind Regards

Clare Bailey

Professional Lead for AHP’s & Nursing Cancer and Clinical Support

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