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"Phone calls"

About: Derriford Hospital

(as the patient),

I had a blood test done and was checking if a copy has been sent to my GP. The staff in the combined laboratory department are not approachable over the phone. They would not let me finish speaking before they answered me back and sometimes that leads an answer that is different from what I was asking. It is hard cause I would then have to repeat again the question and then their tone of voice sounds like they are getting frustrated because the patient can't understand and have to ask another question.  

More about:

Responses

Response from Alison Stanton, Complaints and PALS Manager, University Hospitals Plymouth NHS Trust

picture of Alison Stanton

Tony Cambridge, Lead Biomedical Scientist, has responded to say:

'Please accept our sincerest apologies for your experience in dealing directly with the laboratory team. Our reception staff deal with many telephone calls on a daily basis from clinicians, healthcare workers and sometimes members of the public. We ensure that staff understand the importance of being polite, listening fully to what is being requested and respond in a professional manner at all times. On this occasion the standard does not seem to have been met. Although we do not provide telephone manner training to all of our staff there are courses available for staff to attend in order to keep the standard at the level expected. I will review the need for this approach with the Reception Manager who will also remind all staff of their obligation to deal with queries professionally at all times. Thank you for taking the time to make us aware of your experience and we anticipate an improvement to result from this.’

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful