"The speed at which the switchboard ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as the patient),

What could be improved

The speed at which the switchboard is answered, and that receptionist be more accountable and efficient when faced with a problem rahter than repeat in a parrot fashion that they cannot help you!

Anything else?

My son was referred to the QE2 for a broken arm, the incident happened on a Thrusday at lunch time, when I phoned at 3.15 PM to get an appointment I was told it was closed to call back the next day at 8.30. By then my son was in a lot of pain, but still noone would see him. I called the next day as instructed, they could not give an appointment at the fracture clinic until the Monday morning as it is closed Friday and the week-end. My son had to suffer all through Friday, and the week-end. My son is 12 years old, this is not acceptable and they system should be reviewed. I wish this to be forwarded to the relevant powers who deal with such matter. I was however advised to dose him up with pain killers! Thank you

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Response from Queen Elizabeth I I Hospital

Thank you for letting us know what happened with your son and the fracture clinic at the QEII - it sounds like our systems did let you both down, for which we are very sorry indeed.

In order for us to investigate what happened and to consider the sorts of changes that would help improve the situation, it is really important that you give us a full account of what occurred through making a formal complaint to the Trust. In that way, not only will you receive an official apology, but also an explanation of which might be done to prevent such a situation happening again.

If you are willing to do so, please send your complaint to: patcomplaints.enh-tr@nhs.net

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