"Telephone costs"

About: Leicester Royal Infirmary

I have been trying to find out about a family member who was recently admitted. He has a bedside phone which I initially rang. I was annoyed at the blatant way this expensive-rate line is used to make money. One has to listen to a long blurb about various things before being connected, costing a fortune. Today I have been ringing & getting no pick-up so, concerned for my relative's status, tried ringing the main switchboard. This was sooo frustrating, being rudely transferred to another line with no explanation. No-one picked up, so I eventually gave-up , none the wiser but considerably poorer! It is already a stressful situation when one's family is ill, this added profiteering out of other's misfortune is just unacceptable. I intend to take this to my M.P.,the media and whoever else might highlight this shameful practice.

Story from NHS Choices

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Response from Leicester Royal Infirmary

Dear Reviewer Thank you for taking the time to provide your constructive feedback. We fully appreciate your frustration. However, you may be reassured to know that there is no ban on mobile phones at Leicester’s Hospitals, so we would recommend – if they don’t already have one – that you arrange for your family member to have a mobile phone, so that you can call them as you please. There are a variety of cheap phones available, which you can load with credit meaning you don’t have to take out a contract. With some mobile providers if you call someone on the same network the call is free. This might be the best option for you. Alternatively, you can ring our switchboard and request to be put through to the relevant ward. Unfortunately – as you have found – we can’t guarantee that a staff member will be able to answer your call when you ring, but the staff would certainly do their best to pick-up. We hope this response is useful and we wish you and your family member well. Should you like to follow-up your comment please feel free to contact us at the following email address: communications@uhl-tr.nhs.uk. Kind regards, Communications Team Leicester’s Hospitals

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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