"Switchboard / First point of contact"

About: New Cross Hospital

I was asked to call New Cross by another hospital. When my call was answered by the switchboard I was taken back by the tone in the operators voice, I felt like I had called at the wrong time of day. I asked for the department I was told to contact and it was at this point the call took a real turn for the worst!

I was asked why I needed to talk to them, I explained and was told that I would not be transferred to the department. The tone and attitude of the operator was still abrupt, they then passed me through to their supervisor who immediately spoke to me with an urgency and anger that took me by surprise. I asked them why they were talking to me like this, they then cut off the call leaving me to call back in.

The issue with how I was treated is worsened by the lack of accountability! Calls are not recorded so it is a your word against their word, this was driven home when I called the complaint number to be told that the supervisor had already informed them they ended the call due to my bad language! This is not true!Unfortunately the lasting impression I have formed about the level of service provided by New Cross was formed by the worst customer service experience I have ever had the misfortune of experiencing. Do I have hope that this won't happen to others calling into the hospital? No, as the safeguards to prevent this poor standard of service are not in place and as such it will drive and encourage the very thing I am complaining about.

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Response from The Royal Wolverhampton NHS Trust

Thank you for taking the time to post your comments regarding the attitude of our switchboard operator. I am sorry for any distress that this matter has caused you.

To enable me to look further into your concerns, can you please contact the Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further.

Kindest regards

Alison Dowling

Head of Patient Experience and Public Involvement