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Telephone nightmare

Story from nhs.uk

"Telephone nightmare"

About: The Royal Victoria Infirmary

Tried ringing pain management team on2824721 on numerous occasions. Usually not the right time for someone to take your call. Or even more frustrating two 35 minute waits in queue, and when you get to number one in the queue your told no ones available to take your call and please try again.!!!! I understand people are busy, but I would imagine like myself the people ringing are in extreme pain, and would like some answers to when there next appointment will be. I'm already two weeks over my allotted months wait for a reply. Frustrating.

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Responses

Response from The Royal Victoria Infirmary 9 years ago
The Royal Victoria Infirmary

Submitted on 20/02/2015 at 16:40
Published on nhs.uk on 21/02/2015 at 00:00

Thank you for taking the time to post your feedback on NHS Choices. Firstly we would like to offer our sincerest apologies that you have found our service unsatisfactory. We strive to provide the highest standard of care to all our patients and so value such feedback when this is not the case. As this complaint is anonymous it is difficult to give specific feedback and so we can only provide a general response. Our small administrative team have a dedicated member of staff who is responsible for answering telephone calls on a daily basic and unfortunately at peak times the number of calls can cause delays. The telephone lines are available between 09:00 – 12:00 and 14:00 – 16:00 and the Out Patient Department can be contacted on 0191 282 5900 for general enquiries, if you would like to discuss any concerns further.

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