"Please answer your phone...."

I’m awaiting an operation, and so far have been very well-cared for by the consultant and pre-op team...

BUT...

I was asked to phone the Pre-op assessment unit to give some important information. I started phoning at 2.30pm on Thursday 15th November.

No one answered, though I left the phone ringing for 15 minutes.

I phoned again a few minutes later, but again, no reply.

I phoned the main switchboard and the very kind lady tried to call Pre-op assessment for me, but no one answered her either.

She told me she thought the staff were “getting some training and were all gathered around one computer”. She gave me an alternative number to try, but no one answered that.

It was now 3.35pm. Then I started to get an engaged tone from the alternative number - and it continued engaged for the next hour or so - either a very long call... or had someone taken the phone off the hook?

I continued phoning both numbers every few minutes until 4.45pm, but no one answered.

In all, I spent 2 and a quarter hours trying to get through.

Could I suggest that if you’re doing staff training, you leave a message for incoming callers that you’re unavailable, or leave one person on duty to answer calls.

Please think about it... do YOU have 2 and a quarter hours to waste on fruitless phone calls, that you’ve been asked to make? I’ll try again tomorrow, but if I can’t get through, I’ve no idea who to contact with the pre-op information I’ve been asked for.

Such a shame that your great nursing and medical care is let down by such a mundane issue.

I hope the staff training wasn’t about Customer Service....