"Telephone contact"

About: St. Margaret's Hospital / Trauma and orthopaedics

(as a service user),

Excellent service from Physio practitioner but appalling approach to telephone calls, telephone messages and getting back in contact with patients. I have tried to call them three times in three days asking for a call back about an apt I had to cancel and no response even to say they cannot help or the person I need to speak to is not available. I have over the years sat in the department and seen some  reception staff let calls go to answerphone when they have just been talking about their weekend to a colleague! Working in a front line public sector job myself I know how important it is to give good front line service. Sadly this department has a bad reputation in the locality on this point and I am saddened that this overall good service is being let down by sloppy front of house skills.

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