"phone waiting times"

About: Queen Charlotte's Hospital

I am currently on hold and have been for the past 45 minutes. The whole time being told that I am next in line! All I am trying to do is rearrange a midwife appointment. The problem seems to me to come from too many places being involved in booking and changing appointments. I received an appointment letter from the imperial college, when I range them to rearrange they told me they are not allowed to rearrange anti natal appointments and that I had to speak to the hospital direct. The operator tried to transfer me 3 times unsuccessfully and then gave me a number to call instead. The number I was given turned out to be the delivery suite! The midwife who answered my call was very disgruntled and reluctantly transferred me to the line I am currently waiting on! My appointment isn't even at the hospital but at my local health centre! I don't see why all my midwife appointments cant be made directly with the health centre saving the hospital admin time which they are clearly not able to cope with. I have a young daughter and really do not have the time to be waiting on the phone for now what is 50 minutes. Things need to change! This good hospital is seriously let down by administration.

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS trust is concerned to read your comments with regard to maternity bookings and we sincerely apologise for the distressing experience you have reported. We have experienced some problems with regard to bookings and it would be important to understand what happened in your particular case. To facilitate this we hope you will contact our PALS service pals@imperial.nhs.uk

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