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Communication

Story from nhs.uk

"Communication"

About: Kettering General Hospital

I phoned on 7 occasions trying to contact the Urology Clinic.

Left message twice but received no reply.

Left messages twice on the referred extension.

4 calls but no reply

Phoned switchboard and they put me through to the clinic where the answerphone said the phone is no longer manned. Advised to contact alternative ext 3399 recorded message , so left request to phone me. Again no answer, 6 Calls no reply

Seventh attempt to switchboard advised them of the previous six calls and they put me through to a third extension with a recorded message. Left a message again no reply

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Responses

Response from Kettering General Hospital 8 years ago
Kettering General Hospital

Submitted on 03/11/2015 at 14:48
Published on nhs.uk on 04/11/2015 at 01:31

Please accept my sincere apologies.

As an organisation we aim to provide the highest quality of care and service to our patients and it is disappointing to read how difficult it has been for you to make contact by telephone, particularly as there are procedures in place to ensure phone calls/messages are responded to.

I would welcome an opportunity to discuss your experience with you myself; to understand the points you have raised and any other concerns. If you wish to, please make contact with our PALS team via telephone on 01536 493305 who will be able to connect your call to me directly.

Mairead Lacken-Hillery Associate General Manager - Surgery Clinical Business Unit

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