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fone call

Story from nhs.uk

"fone call"

About: Leicester General Hospital

I rang the urology department today& very politely ask a nurse if they could tell me wnen the stoma nurse was due in hinckley as I wanted to sort out a problem with them, the nurse in question said& I quote,, I dont know anything! As to which I was going to ask anither question & again the nurse said dont kniw anything about ut & before I couks say anymore they just ended the call very promptly!! I was so shocked!! The consultant and their team have been second to none to ne helping me in any way that they possibly could& -for that I will be etrrnally grateful, but I didnt expect such ignorance ovrr the phone, other than that I would rate the hospital& all the people that took care of me fir so many years,

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Responses

Response from Leicester General Hospital 8 years ago
Leicester General Hospital

Submitted on 23/10/2015 at 11:00
Published on nhs.uk on 24/10/2015 at 02:31

Dear Reviewer,

I am sorry to hear about the poor level of customer care given to you when you phoned up the Urology department. We encourage all our staff to provide the very best service to all our patients and so it us unacceptable to be treated in this manner over the phone. We are constantly looking to improve all aspects of our care so your comments will be passed on. If you would like us to look into this further and/or help with your query please send your details (name, NHS number etc.) to Jane.Baker@uhl-tr.nhs.uk. We are, however, glad to hear that the rest of your care has been excellent so thank you for those comments which will be shared with the team.

Kind Regards,

Jane Baker

Modern Matron / Programme Manager

Leicester's Hospitals

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