"Customer service Bitter sweet!!!"

About: Princess Royal University Hospital (Orpington)

I would like to say I have spent many hours on the phone to The Princess Royal Hospital regarding various appointments for my mother who has Alzheimer's and a failing heart and high blood pressure. On some occasions I have been near to tears having been passed from one person to another trying explain the situation regarding confusion with appointments and results etc...I am a carer for my mother and also have to work. This can be very stressful and time is something I have very little of. However my faith has been restored with the most wonderful caring lady in Cardiology. I called yesterday she was the sixth person I spoke to. Without going into detail. She phoned me back today with an answer to all my questions. Everything resolved and sorted out. I didn't have to hold on and didn't get cut off because of hanging on too long, she completely understood me without having to repeat it over and over and she was thoughtful and kind. She is a Gem and deserves a huge pat on the Back. Thankyou. From Gaye (Daughter of Joan ) PS the section below for dept has no option for cardiology or know option for telephone service.

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Response from Princess Royal University Hospital

I am very sorry to hear about your experience of our Cardiology Department and will ensure that your comments are passed onto the staff. If you experience any further difficulties please do contact our Patient Advice and Liaison Service who will be happy to help and assist in resolving any issues you might have. You can either email them on kch-tr.PALSkent@nhs.net or phone 01689 863 252.

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