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Lights are on but no one is in when you try to contact them

Posted By Springfield carer

"Lights are on but no one is in when you try to contact them"

About: Springfield University Hospital (London)

(as a service user),

great website but no one at the end of the line when you try to get information concerning medication.  PALS - phoned three times in a week left messages, no response (charter says 24 hour turnaround).  Complaints Manager on answerphone and not in Fridays, Pharmacology advice team on answerphone and not replied in a week.

All I want is advice on a medication change which seems to have been made by the hospital during my stay.  GP says hospital, hospital Drs team say GP and or community team, community team say GP and on it goes.  All I want to do is ensure I am receiving the correct medication. The support services are just a telephone number with no one there at the end of the line!

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Responses

Response from Victoria Gregory, Deputy Associate Director of Governance, Patient Experience Team, South West London & St Georges Mental Health NHS Trust 5 years ago
Victoria Gregory
Deputy Associate Director of Governance, Patient Experience Team,
South West London & St Georges Mental Health NHS Trust

Submitted on 25/09/2018 at 12:46
Published on Care Opinion at 15:13

picture of Victoria Gregory

Dear Springfield Carer

Thank you for taking the time to post on Care Opinion. I am very sorry for the poor connectivity issues that our PALS and Complaints Line is experiencing at the moment as explained to both you and Ombudsman yesterday.

We are working on an urgent solution at the moment and have posted a news item on our Trust website to signpost and request that people who want to contact us with a concern or complaint please do so on complaints@swlstg.nhs.uk or PALS@swlstg.nhs.uk and we will call you back.

I sincerely apologise again for the inconvenience and but am pleased to note that you were able to speak at length with one of Experience and Governance Leads yesterday and we will help with the concerns you have raised. I wont go into your medication issues here.

Please do not hesitate to email us again if would you like any further help and we will post on the Trust website when the connectivity has been restored. Please accept my apologies again for the disruption.

Kind regards

Victoria

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