"Awful place, awful customer service"

About: Lewisham and Greenwich NHS Trust

My son medical records have been lost since September and even after a formal complaint to that useless PAL office, they keep ignoring my emails and phone calls. From time to time I have managed to speak to someone, just to be told that somebody else would call me back to investigate my issue, but I never got any call back. Worst hospital I have ever been (maternity ward floor cleaned once in 5 days I was there...shame on you!), but above all, worst customer service ever. They really make you feel like you have no right to question what they do, but they forget they are there to help, nothing else!

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Response from Lewisham and Greenwich NHS Trust

Ms Aoife Cavanagh, Head of PALs and Complaints, understands that the medical records have since been located. We apologise that this could not have been resolved sooner and that the standard of communication on this occasion was not what we would expect it to be. Ms Cavanagh wishes to reassure you that the themes from this complaint were discussed at a team meeting on 30th June 2016 in the Complaints Department, where the importance of staying in regular contact with patients and relatives was emphasised.

We contract out the cleaning services on both hospital sites using the National Standards of Cleanliness. This would mean this area gets cleaned thoroughly once every morning and then spot checked each afternoon. Regular audits are carried out on the standard of the cleaning by both contractor and Trust representatives to ensure the appropriate standard is being achieved with any issues resolved rapidly. There are occasions where access to particular rooms is not possible for a short time due to the needs of the patient and when this happens the cleaning is rearranged.

We have raised your comments with our contractors and asked that they ensure the frequency of cleaning is maintained as per the national standards. We apologise if the standard was not as it should have been on this occasion but are confident it was a one off and that a good standard of cleaning is being maintained throughout our sites.

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