"Disgracefull delays and communication"

About: Hull Royal Infirmary

I am writing to complain about the terrible switchboard situation for your two hospitals. My mother, aged 90, is in HRI awaiting a procedure for angioplasty prior to amputation of a toe - which now been cancelled twice. This is very distressing for her and I have phoned for progress three times this week. On each occasion I have simply not been able to get through to the ward- being put on a continuous loop of canned music, then the phone ringing out before returning to the canned music. Today I couldn't even get through the switchboard! As I live in Devon I rely on telephone information on her progress. This is so frustrating as I have no way of monitoring my mother's progress and she feels isolated and neglected. Please address your disgraceful phone system soon. I am a health professional myself, and hesitate to complain about the NHS but your phone systems (and operational procedures for surgery need urgent attention.

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. We hope that your mother's treatment is progressing. If you have any further difficulties in contacting the ward, please telephone our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk and they will be happy to assist you. If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email your.nhs@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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