"Awful to get reach by telephone !"

About: Queen Alexandra Hospital / Trauma and orthopaedics

My son have been diagnosed with a rare disease at Queen Alexandra Hospitals Orthopaedics while we were on holidays in Portsmouth and whenever I try to call them regarding appointments or try to get reach of anyone is just impossible. The telephones always end up ringing forever or end up in the voice mail . Whenever someone pick up the phone they are very unkind, never let you talk or explain what you need, give me thousands of different telephone numbers saying I called the wrong number, it's not they department or whatever and never try to help me.My son is only 3,5 years old and is again feeling terrible pains, he can't sleep at night and me as his mum am suffering with agony of seeing him like that and specially for not being able to help because my GP here in Kent still havent's received the notes from Portsmouth. On our last visit I gave my GP's address and contact and begged them to send the files and notes so the Dr. here could follow up and nothing has been done.. now I am again trying to run after this documents and nothing can be done, every one that picks up the phone is so so unhelpful that I don't know what to do anymore...I just need someone to help me. Help me to get his notes sent!

Story from NHS Choices

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Response from Debra Johns, Patient Experience Officer, Portsmouth Hospitals NHS Trust

Dear Karen

I am so sorry to hear of the circumstances you describe and for the added distress your experiences have caused to both you and your son. Please be assured that your comments will be shared with the area concerned.

Please contact our Patient Advice and Liaison Service (PALS) at PHT.Pals@porthosp.nhs.uk or via the free phone on 0800 9176039 and give them your details and they will be more than happy to help you.

Kind regards.


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