"Wonderful medical staff let down by poor systems."

About: Leicester Royal Infirmary

Great treatment in casualty but information booklet gave confusing advice/ infirmation.re fractures.When I spoke to the switchboard they also gave me the wrong information. After an hour and 5 different numbers I discovered the correct number but was told I could try it but the triage nurse was probably busy. UHLhospitals really need to audit numbers and avoid a situation where contact tel numbers are also used for faxes. The switchboard need accurate information and listen to the caller rather than telling them they know better. They don't ! On this occasion I made a formal complaint to PILS as this not only took up my time but also that of no small number of other people including a bereavement dept and a nurse. I was left with no answer to a very simple question..

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Response from Leicester Royal Infirmary

Dear Helen, Thank you for your knids words about our staffm but are incredibly sorry that you felt let down by the lack of information and support from the switchboard teams. We have passed this feedback on, but as you have made a formal complaint, we will wait for the PILS team to investigate fully with the services mentioned to provide a comprehensive response. Best wishes Communications Team Leicester's Hospitals

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