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Care Opinion

Switchboard connection

Story from nhs.uk

"Switchboard connection"

About: Central Middlesex Hospital

I have contacted the hospital on a number of occasions as I have been unable to get through on the number I am asked to contact.

The switchboard operator does not acknowledge my request to be put through to a particular department and I am always put through to the wrong department.

The staff there are apologetic and try their best to connect me to where I need to be.

It would be helpful if the switchboard operators acknowledged what department I am asking for and if they are unable to put me through, come back to me to advise and not just put through to what feels like the first extension they get a response to.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 09/03/2018 at 17:30
Published on Care Opinion at 18:13

I am so sorry that you are having such a hard time with the phones. it sounds like you have been going round in circles. I am glad to hear that staff are doing their best to help once you get an answer - even if it is the wrong extension.

We are receiving an unusually high volume of calls at the moment, which is resulting in patients having to wait to get through. We are increasing the number of staff available in the Access Centre to answer calls in order to address this problem as quickly as possible.

In the meantime, please contact the PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net. They will do their best to help. If they do not answer immediately please leave a voice or email and they will get back to you.

Apologies again, I appreciate how frustrating this is.

Best wishes


Sue

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