"X-ray department and main switchboard line!"

About: Whipps Cross University Hospital / Trauma and orthopaedics

(as the patient),

My doctor wanted me to go for an x-ray on my ankle as she thinks I may have broken my ankle! I have been unable to walk for a whole week and crawled to get to the toilet!

I contacted whipps cross hospital yesterday on the nhs choices website & somebody answered the call as I could hear them speaking, but they never said a word to me! I contacted barts & spoke to an operator who gave me the main hospitals number when I called that nobody answered I left it ringing for 25mins!

I called the other number twice after that & the same situation happened however on the 2nd call I made I actually overheard the operator a lady speaking to a man and the lady said is she on the phone I can hear her still! So they clearly knew I was calling & was. Waiting I hung up redialled and I could hear them but I was just a joke to them!

I have had so much time off of work due to this injury my employer has actually sacked me as he couldn't get through to me as my phone wasn't working & I couldn't make or receive calls for almost 2 weeks! So I was stuck at home with injuries & in a lot of pain only to be messed about yesterday!

I then got up this morning & have been ringing the main number for whipps cross hospital all day since 9am as I was told I needed an appointment to have an xray! How can I book an appointment if nobody answers the phone? ? ? ? I have now been on my feet for 2days as I have been trying to organise this as my phone is also now working too!

I am taking diazepam to help me sleep as the promethiazine that I've been taking isn't even helping at all with the pain, codeine & paracetamol tablets which are making me very lightheaded! I don't drive so I will have to come by bus & now I've been trying to organise this for 2days and I've still got nowhere! I think this is a disgusting way to treat patients who require basic information, all I wanted was the contact number of the radiology department so I can book an appointment!  

Why is it that a teaching hospital like whipps cross is, who are actually training new medical staff do not seem to able to follow basic procedures, answer the telephone if it rings or if you do answer it make sure the person on the other end of the line cannot hear you as ur mocking them for trying to get a medicial professional 2 assist me! I have lost my job because of being messed about so much! My employer doesn't believe that a hospital wouldn't answer the telephone!

I've even contacted the number on this site on another persons story selected option 2 left a rather rude message, with my contact number! Still nobody has bothered to reply! I think its disgusting!

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Response from Barts Health NHS Trust

We are sorry that your experience hasn't met the standards we expect. This is not acceptable and we apologise for any additional upset this may have caused.

We would like to speak with you about the concerns you have raised here so that we are able to understand and investigate what happened and offer you appropriate care. To do this; we ask if you could contact us with your personal information and more detail about your visit.

Please contact the PALS Team on 020 3594 2040 or by email: pals@bartshealth.nhs.uk

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