"Customer service on the telephone ..."

About: Royal Hampshire County Hospital

(as the patient),

What could be improved

Customer service on the telephone needs to be improved!

Anything else?

I was due to have an operation back in August, but I recieved a phone call telling me that they had to reschedule because the surgeon could not make that day. They then rescheduled it to September, and when I went into the hospital for examination, they told me that I was not suppose to be taking my contraception pills, however no one told me this and again then had to reschedule. When they chose a date for me they left me no choice but to reschedule again as I could not have an operation on that day as there was no way of me getting to and from the hospital due to my parents going on holiday. They then rescheduled the 28th November 2008, and I received a call on Tuesday telling me that they had they have to reschedule as again the surgeon will not be in hospital that they. Why would they even book me in that day if the surgeon won't be in the hospital? So they person on the phone rescheduled for for next week 3rd December, and yet again this has forced me to cancel the date as I am a university student and I have exams during the last 2 weeks before christmas. The person on the phone rudely said to me that I will need to wait till next year for the next appointment but cannot guarantee what day it would be, which I understand, but what I don't understand is why she had to be so rude on the phone. This is not the first time she has been rude to me! I think you need to re-train some of your Trauma and Orthopaedics staff as they are continuously rude to me on the phone! I shall not agree to go to Winchester hospital again!

Story from NHS Choices

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Response from Royal Hampshire County Hospital

The Trust would like to apologise for any distress and inconvenience caused to this lady, both for cancelling her appointments and for the behaviour of our staff. Providing high quality service is very important to the Trust and, although we are aware that there are some areas where we need to improve, we are working hard to ensure that we provide an excellent level of service at all times. To support this we are in the process of providing customer service training to all of the administration staff within the Division of Surgery that have direct contact with patients.

We are also working hard to reduce the number of operations that are cancelled. Occasionally this is unavoidable, particularly when rotas are changed to cover sickness and holidays, but we are reviewing our administrative processes to keep the number of cancellations to a minimum.

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