"Lack of Facilities"

About: St. Margaret's Hospital

I am leaving feedback on behalf of my elderly aunt, who does not have a computer. She would like to write to complain but there’s no info on this website about complaints procedures or phone numbers to call for PALS. My aunt is 90 years old and took a taxi to a blood test. After her test she needed to phone the taxi for the return journey home. The telephone in the building where she was apparently hasn’t had a working public telephone for approximately two years and, she said, the staff don’t like patients using their phone to book taxis. My aunt had to walk, with her bad hip, partially-sighted and age-related infirmity, across to the other side of the hospital, in wind and rain, so she could phone for a taxi. This is totally unacceptable and indicates a substantial lack of caring on the part of the hospital. She said it seems the hospital assumes everyone has a mobile phone now so they don’t provide public pay phones; if this is true then their assumption is incorrect and shows a considerable lack of understanding about the people who use their services.

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Response from Tammy Wood, Patient Experience Manager, NHS West Essex CCG

I was very sorry to read of your Aunt's experience at St Margaret's Hospital and the difficulties you have experienced in trying to find information on how to raise concerns. I would be more than happy to take your concerns forward, please contact me on 01992 566122 or via email; weccg.comments@nhs.net.

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