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It is like passing the buck.

Posted By bargainem66

"It is like passing the buck."

About: Ealing Hospital / Cardiology

(as a service user),

I am not very satisfied with their telephone service at Ealing Hospital's Hanwell Cardiology Service because of the amount of times I phone and have to wait for a call to be answered can exceed more than half an hour before I get to speak to someone. And, when you do get to speak and ask questions, they give you another number-it is like passing the buck. And then you have to waste more time trying to get in touch with the person in the other department.

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Responses

Response from London North West University Healthcare NHS Trust 12 months ago
London North West University Healthcare NHS Trust

Submitted on 09/05/2023 at 13:18
Published on Care Opinion at 13:18

Dear bargainem66,

Thank you for your feedback and I am sorry to hear that you are not happy with the service provided.

As this platform is anonymous, we cannot obtain much detail in order to look into this further. If you would like, we can look into this for you if you contact our PALS department with your details.

They can be contacted on: LNWH-tr.PALS@nhs.net or 02088695118.

In the meantime I will share this feedback with the team so they can seek any changes or improvements.

Many thanks again,

Best Wishes,

Leanne Fernandes - Patient Experience and Engagement Lead

Response from London North West University Healthcare NHS Trust 12 months ago
London North West University Healthcare NHS Trust

Submitted on 09/05/2023 at 16:09
Published on Care Opinion at 16:09

Dear bargainem66

Since speaking to the service they have notified me that the service you have mentioned is actually run by another Trust and you would need to contact them directly if you wanted this looked into further:

Call PALS on 020 3312 7777 – opening hours are 10.00-16.00, Monday to Friday (excluding bank holidays)

· Email imperial.PALS@nhs.net – please provide as many details as possible, including which of our five London hospitals your request applies to

· Post:

PALS Manager

Ground floor, Clarence building

St Mary’s Hospital

Praed Street

London

W2 1NY

Best wishes

Leanne Fernandes - Patient Experience and Engagement Lead

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