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Frustrating.

Story from nhs.uk

"Frustrating."

About: Cossham Hospital

What could be improved

Yesterday, 7 Apr 11, I was given 340 8038 to ring physiotherapy via a message left on BT 1571. On trying it today I found it was connected to a fax machine until 11.00 o'clock. I

wasted at least 4 calls trying the number. Cossham Hospital is not in the phone book or Yellow Pages although it says it is! and the only number I have from the past for Cossham, 967 1661, replied that it does not take incoming calls.

You are almost completely impossible to contact. Notwithstanding the work which is going on, there is no excuse for such a communications shambles with phones and emails being so plentiful and flexible these days. Your administrators should be ashamed of themselves.

At 11.00 today I rang 340 8038 again in desperation. This time I got an answerphone! and left a message with contact details for the person responsible to contact me, though I hardly think responsible is the right word to describe the inept contact arrangements which have led to this impasse.

Yours sincerely,

R D Britton

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Responses

Response from Cossham Hospital 13 years ago
Cossham Hospital

Submitted on 08/04/2011 at 15:16
Published on nhs.uk on 17/04/2011 at 10:52

Dear R D Britton – please accept my apologies for the problems you experienced in trying to return the call. To be unable to return a call is inexcusable. I have checked and was surprised to find Cossham is not in the Yellow Pages or main phone book so we will take immediate action to correct this.

The main reception contact number is 0117 340 5249 if you experience any further difficulties and they will be able to redirect your call as appropriate.

I would be happy to investigate why you were provided with an incorrect number and why you then experienced the frustrating episode you have described. To allow me to do this I would be grateful if you could contact me on 0117 340 6621 or send an email message to complaints@nbt.nhs.uk leaving your telephone number so I can contact you to obtain more details.

Once again I am sorry you had such an unacceptable experience and I hope to be able to take the matter forward so we can ensure other patients do not experience similar problems.

Kind regards – Steve Sykes

Advice and Complaints Team

North Bristol Trust

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