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Totally ignored

Story from nhs.uk

"Totally ignored"

About: Walton Hospital

I have tried over 40 times ringing the said number (01246 515750) to book an appointment at the Musculoskeletal Screening Service WHEATBRIDGE ROAD HEALTH VILLAGE over a two day period. The number is NEVER answered and goes to answer machine. Ringing from mobile phone or call box cost a fortune - I have left a full message regarding the need to book an appointment leaving my mobile number - I have had NO reply whatsoever.

Ringing your number from a mobile phone and having it go to answer machine everytime cost a fortune - I think it is outrages that I can not access a service when in extreme pain, unable to book online for whatever reason and being ignored by staff - it is totally unacceptable to say the least !

I have been to WHEATBRIDGE HEALTH Village direct to try and book an appointment only to be told - I MUST RING this number to book an appointment - what an utter farce.

I need to book an appointment - what on earth does one need to do to get your attention ??

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Responses

Response from Walton Hospital 6 years ago
Walton Hospital

Submitted on 16/03/2018 at 15:28
Published on nhs.uk at 17:07

We are very sorry to hear that you had such difficulty reaching our service. The telephone line was exceptionally busy at this time due to the many cancellations during the inclement weather conditions.

The MSK administrative staff did try to return your calls immediately after you had left messages on 7th March but were unable to get through. A voicemail message was left on your mobile number on this date asking you to call back. Unfortunately, it appears that the line was once again busy when you tried.

The administrative function for the MSK service is centralised at Walton Hospital although the service is delivered from a number of sites hence the inability of the administrative staff at Wheatbridge to organise an appointment for you. It is unusual for our call volume to be so high and to have so many messages to respond to in such a short period of time; the answer phone system usually works well in normal conditions.

Once again, we apologise sincerely for the difficulties you have experienced.

An appointment has now been made for you and I hope that the rest of your journey with our service runs more smoothly.

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