"Phone rings out - every time!"

About: Horsham Hospital / Physiotherapy

(as the patient),

I had a physio appointment at Horsham Hospital in late November, there was no receptionist so I was asked to ring up the next day to book my next appointment for two weeks time.

I tried to ring on the Friday and the phone was either engaged or rang out. Eventually I left a message asking to be called back. I started to try to get through again on Monday, then Tuesday - as you can see there is a pattern emerging.

I have been trying to get through to the physio department for over a week now - and the majorty of the time the phone just rings out and the message bank is full. Even when I left a message my call wasn't returned. Therefore a week later I still do not have another physio appointment booked it.

I think this is completely unacceptable that there is a lack of receptionists which mean a week after my last physio appointment I have been unable to book a follow up appointment.

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Response from Nick Fairclough, Head of Marketing, Communications & Intelligence, Sussex Community NHS FoundationTrust

Dear Bethan

We apologise for this. We have small team of receptionists and have been badly affected lately by staff sickness absence. Thankfully things are getting back to normal.

We recorded a temporary message on the phone to let callers know that due to staff sickness we were struggling. We write down all the messages we get in our message book and respond ASAP. We will always respond to a message left on the telephone. Bur again we apologise if in your case we didn’t get back to you. Please try us again.

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