"Frustrating experience of getting to the right department"

About: Western General Hospital / Cardiology

(as the patient),

I wanted to find out how long the procedure would take.

The form given by my GP gave the number to contact for the Western 0131 537 2230.

This turned out to be the Oncology Department who were at loss but tried to be helpful: -

1) by putting me through to the supervisor whose voicemail gave a mobile alternative far to quickly to write down; then

2 ) by, at my request, giving me the direct dial number for cardiology - which was 'not recognised. '

Trying what, according to the website, appeared to be the switchboard for the Western, I reached the number for NHS Lothian. where I was not kept waiting. After a false start when I queried the 242 element of the number given I got the correct one for my query 537 1854. There I was dealt with politely and competently in under 90 seconds.

The point is that with mounting frustration and irritation the detour I had to take to get the information took all of 40 wasted minutes.

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian

Dear michaelex

I am sorry to hear about incorrect information you received from your GP when trying to get through to the Cardiology Dept at the Western General Hospital. I appreciate how frustrating it is when you can't get through to the right department. I was pleased to hear that the NHS Lothian switchboard was able to put you through, even after your false start and hope that you got the information that you were looking for.

If you want to get in touch with us to let us know your GP Practice we can let them know about the incorrect information on the form. Our contact details are:

Email: feedback@nhslothian.scot.nhs.uk

Telephone: 0131 536 3370

Post: 2 - 4 Waterloo Place, Edinburgh, EH1 3EG

Kind regards


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful