"Staff attitude to an International Call re a..."

About: The Royal Liverpool University Hospital

This is a complaint from Australia.

Om Thursday morning your time, 14/01/16, about 10.30am.

I found that my 87 yer old Aunt. Melba had been re admitted to your Hospital from a care home you sent her to.

Melba came back to you to you with a broken leg & hip.

Called the hospital, a member of staff answered, they were advised I was calling from Australia. With a huf & a puf & mutter, they put me through to Patient Enquires.,

I waited on this line for a full 10 minutes, No Answer, and it Rang Out..

Phoned back,spoke with the same person on the switch board, explained the problem, in no uncertain terms, they said I had to wear it, (the wait on the phone time).that people were busy, so I was put through again, with I could not give a dam manner. Waited again. Them I was given the 3rd deg. Who was I, was ?I from Liverpool?. I gave them my Aunties name, & d o b. I was then asked where she came from? her home address?,

why had she been brought to hospital?.

All this to find what ward she is in. I finally got through to her ward. The nurse there went well out of their way to help me, put my Aunty into a wheel chair, and brought her to the phone.

To this nurse Well Done.

This type of nurse, should be the flag bearer to your hospital.

To say I was disgusted, is to say the least.

I hope I never have to call your hospital again, and have to go through all what I went through.


Graham W

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Response from The Royal Liverpool University Hospital

Thank you for your comments. We are sorry to hear that you didn’t have a good experience when calling our hospital. We would like to find out more from you so we can investigate your concerns properly. If you would like to contact the Patient Advice and Liaison Service (PALS), they will be able to help. You can email them on complaints@rlbuht.nhs.uk. alternatively, you can also contact PALS by phoning 0151 706 4903/2265 or via typetalk 18001 0151 706 4903/2265.

If you could also provide PALS with more information on the ward your aunt was being treated on, they will pass your kind words onto the nurse who helped you speak to your aunt. Thanks.