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Why doesn't anyone answer the phone

Story from nhs.uk

"Why doesn't anyone answer the phone"

About: King's College Hospital (Denmark Hill)

After spending an hour on the phone yesterday 1/3/22 on hold at number 1 in the queue I got fed up and have called back today 2/3/22. Again, I have been on hold for an hour at number 1 in the queue. If you need more staff then please book bank or if your staff are just ignoring the calls then please use the policies in place to performance manage this. As a former KCH employee myself, this would not have been tolerated in my team and is not something I would expect from any NHS team.

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Responses

Response from King's College Hospital (Denmark Hill) 2 years ago
King's College Hospital (Denmark Hill)

Submitted on 09/03/2022 at 14:20
Published on nhs.uk at 22:10

Dear Patient. Thank you for taking the time to give us your feedback. We are so sorry to hear about the lack of responsiveness to your phone calls which is clearly not acceptable. In order to properly follow up, it would be really helpful if you could email me and let me know the department and the number that you were trying to call. I am reachable at jessica.bush@nhs.net and am Head of Patient Experience. To add to this, there is an ongoing piece of work trust-wide to address exactly these kinds of issues so further details would be really helpful. So sorry once again for the poor experience and I hope to hear from you. Jessica

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