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Telephone System

Story from nhs.uk

"Telephone System"

About: Queen Elizabeth Hospital (London)

Very very poor performance - lost calls and being put through to the wrong extension/department several times in 20 minutes....

Most dissatisfied given I was enquiring about the welfare of a chap who had been taken in to the QE for a suspected heart attack and his sister who is currently overseas was waiting for me to tell her how he was doing....

An hour has now passed and I still have only spoken to the switchboard operator and people who are in every department but the one I need to speak to.

I also do not like the telephone been put down on me when I ask why they cannot direct my call correctly.

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Responses

Response from Queen Elizabeth Hospital 8 years ago
Queen Elizabeth Hospital

Submitted on 17/08/2015 at 15:50
Published on nhs.uk on 18/08/2015 at 02:30

The telephone system is managed within the parameters of the contractual agreement that ISS have with the Greenwich & Lewisham Trust and there are occasions when there are technical problems with the system that can result in a delay to the callers being placed through to the department/ward of their choice.

All Switchboard Operators are experienced with the system and ensure, where possible that the calls is dealt with in a timely and efficient manner to prevent delayed and inconvenience to the caller.

________________________________________

Nicola Banks - Operations Manager - ISS Healthcare

Queen Elizabeth Hospital, Stadium Road, Woolwich, London SE18 4QH

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