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Telephone nightmare

Story from nhs.uk

"Telephone nightmare"

About: Frimley Park Hospital / Accident and emergency

Our elderly mother was admitted to Frimley Hospital A + E earlier today...we live many miles away and have been waiting on the telephone for 35 minutes to get through to the hospital to find out how she is, and still no answer.

How can this be?

Do the reception staff clock off at 5 pm?? Our past experience of FPH has been excellent, but this is unacceptable.

What other course of action can we take other than to hang on, being charged for a call..hoping someone will answer ..we are desperately worried.

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Responses

Response from Frimley Park Hospital 4 years ago
Frimley Park Hospital

Submitted on 07/05/2019 at 11:46
Published on nhs.uk at 12:06

Dear Anonymous

I am so sorry you had such a wait on the phone when trying to get through to ED, I am afraid that sometimes it does take a long time depending on who is available, our receptionists do not clock of at 5pm, we have receptionists on 24 hours a day but they are doing a multitude of different things, 35 minutes is to long and I would like to apologise.

regards

Michelle Youens

Head of Patient Experience

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