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Outpatient booking office wait time

Posted By nielstch

"Outpatient booking office wait time"

About: Surrey and Sussex Healthcare NHS Trust

(as a parent/guardian),

On behalf of my son, I called the Booking Office to cancel an appointment.

During the course of the day (06. 01. 2016), I attempted to call the Booking Office 3 times. On each occasion I waited more than 20mins to get through and only on one occasion did I make it into number 10 in the queue - where sat for another 10 mins before hanging up.

On your website (http: //www. surreyandsussex. nhs. uk/patients-visitors/outpatients/) - it states that I can request a callback once an agent becomes available. This function does not work.

It further states that I can leave a message on the booking office phone outside office hours. This function does not work either.

Rather than being a no-show for the appointment, I have made a significant effort to cancel the appointment to save the NHS precious resources. Having key functions that should help reduce waste not working is not contributing to this.

FYI - we are generally very happy with the services we receive at the hospital.

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Responses

Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust 8 years ago
Cathy White
Patient Experience Lead, Patient Experience Team,
Surrey and Sussex Healthcare NHS Trust

Submitted on 07/01/2016 at 17:29
Published on Care Opinion on 08/01/2016 at 10:01

Dear Nielstch

Please accept our sincere apologies for the problems you experienced yesterday in calling our Outpatient Booking Office. While our lines have been extremely busy since the holiday period, I am very concerned that you did not have an option to request a call back, or was able to leave a message outside our opening hours.

I would like to look into this further to see if there are issues with our system. Please could you email me your contact details so that I can get more details from you. My email address is: linda.judge@sash.nhs.uk

Yours sincerely

Linda Judge

Outpatient Services Manager

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