"Again a complete shambles by reception staff."

About: Montagu Hospital

In the last 2 days I've had to call the pain management unit 5 times and actually got through once. But the complaint doesn't start there. around the 20th of September had an appointment where the outcome was for me to try local anaesthetic patches. Today my GP still hasn't received a fax requesting this be added to my prescription. Although I called yesterday 4th of November to tell them this they were also reminded by me the week before while I was attending a CBT appointment. I have another appointment on the 23rd of November to discuss how I'm finding the treatment. At this current rate i will be at my appointment before my GP gets the fax. Ultimately today the 5th of November i have called a total of 5 times with no answer from the pain management unit. The last time I was under pain management I encountered the exact same problem and made a similar complaint which is the medical staff are exceptional. Yet the communication and actions of the receptionist staff are absolutely appalling. Yesterday I was given the usual excuses before they knew the facts. Yesterday was the same scenario the excuse was sorry we are a bit behind on the typing. Now where I fully understand workloads can get large and you can fall behind this is now week 7 of my original appointment for my GP to have still received a simple fax. To put it simply I am booked in on the 23rd of November for an appointment that I probably won't need until at least the end of December that I cant get through to rearrange all because of a simple fax that still hasn't been sent 7 weeks on. this is outrages and confirms to me nothing has been done to improve the reception since the last time i made a complaint. Absolutely Outstanding.

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Response from Montagu Hospital

We are sorry to hear that your experience at our hospital did not meet your expectations and would like to reassure you that we will look into the matters raised.

To help us with our investigations we would welcome you taking the time to contact our Patient Advice and Liaison Service (PALS), where we can discuss these matters with you in confidence and gather the extra information that will help us speed up our enquiries.

PALS can be contacted by phone or email on:

Tel: 01302 553140

Freephone: 0800 028 8059

Minicom (Text Talk): 01302 553140

Email: pals.dbh@dbh.nhs.uk

Thank you.

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