"Secretary staff"

About: The Whittington Hospital

I am very disappointed by the rheumatology secretarial staff for my consultant, and find the level of service appalling.

My consultant left me a message regarding my recent test results that needed to be discussed, and for me to cal back ASAP. I rang back and was put through to the secretarial staff, who said they would let the doctor know I had rang. This was without taking any of my details, and then hung up. I then had to call back and prompt them to take my name and contact number to give to the doctor. I hadn't heard anything by the afternoon, so I called back. As I would not trust that this person passed the message on. This time they said the doctor is not in until Monday the 31st, and has been off since last week. Which is funny as I had seen the doctor a few days before.

So I asked if another doctor can talk to me about my results. They said no and became incredibly rude to me.

Later on that day I had another missed call from my doctor, stating to call. I tried again, and got through to this secretary. Who this time said another doctor will be calling me. I still have not heard anything. This person has no telephone manners what so ever and has left me feeling incredibly upset every time I have spoken to them. The phrases they like to use the most in conversations is 'what do you want me to do', if I wasn't brought up with manners, and didn't work in the customer service industry I would be inclined to ask this awful person to do their job. They show no empathy towards patients. I have been visiting this hospital for nearly 3 years, waiting for a diagnosis of which inflammatory arthritis I have. So these results mean a great deal to me. Everybody else I have encountered in Rheumatology, have been an absolute pleasure. This person is an absolute nightmare, their performance should definitely be reviewed. As this has dampened my whole view of the hospital

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Response from The Whittington Hospital

Sorry to hear this and thank you for sharing your feedback with us. If you're happy to, please could you contact our patient advice and liaison service (PALS), so they can look into this further. You can contact PALS on 020 7288 5551 or whh-tr.whitthealthPALS@nhs.net.

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