"does this hospital have a main reception..."

About: The Royal Liverpool University Hospital

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over a number of years,i have tried to ring into this hospital,via the main switchboard,which is the main point of contact,to be routed through to various depts,and wards,and on numerous occasions,i have been left hanging on the phone,for hours,the last occasion,in november,i rang into the hospital every 5 mins,for over an hour,there is never any engaged tone,only the ringing out sound,which means that the phone was not being answered because it was busy,but there was just nobody there to answer the call,i have rung at various times of the day,with the same response,the last time between the hours of 9-10am,as stated,every 5mins,i find this incredulous,for such a large public service,serving such an essential matters,dealing with public health,and as this has been over a number of years,that noone has tried to solve this important problem,regards,roland collins,

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Response from The Royal Liverpool University Hospital

Thank you for your comments. We are sorry to hear that you have had a poor experience of our Call Centre Service. We have reported your concerns to the manager of the Call Centre. The Call Centre is staffed 24/7 365 days a year. When you call in to the Trust on 0151 706 2000 you come through to a centralised switchboard, there is no engaged tone, if all agents are on calls it will ring until you are answered. Our average ring time response is 25 seconds, but clearly this has not happened on the occasions that you called and we would like to look into the reasons for this. Please get in touch via the Customer Relations team by phoning 0151706 4903/2265, via complaints@rlbuht.nhs.uk or typetalk 18001 0151 706 4903/2265. If you can provide them with details of the dates and times and the telephone number you called in from, the Call Centre manager can then investigate this for you.

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