"Telephone helpline"

About: King George Hospital

I rang the helpline on 6th May after a discussion with my consultant, I left a message and the following day was contacted by a member of staff who was extremely helpful and answered my queries, as I had undertaken a blood test that day she advised me to ring the following morning (8th May) to obtain my results. When I rang on 8th May the phone was answered and the manner in which I was spoken to and dealt with was appalling, the woman firstly wanted to know if I was ringing from Queens Hospital, when I advised her I was a patient she told me that results were not given over the phone, although I had been given the previous test results over the phone the day before. When I advised her that I had rung the day before and spoken to the consultant her she asked for my hospital number but still did not supply me with the results that I needed. The tone of the conversation was aggressive, and she has put me off ringing up again, but perhaps this was her aim. Its such a shame that a good service is not universal, some of the staff need to go on telephone answering courses and courses in customer care, we only ring the helpline as we want advice and assistance.

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Response from King George Hospital

Thank you for your comment. I’m pleased to hear you were contacted promptly after leaving a message with the Rheumatology department. I am however disappointed to learn that that when you called again, you felt the call taker was aggressive. This is not acceptable, but to be able to look into this for you I require more details. Please contact me through our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Stephen Burgess Medical Director

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