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Care Opinion

Hospital switchboard

Posted By Dementia Daughter

"Hospital switchboard"

About: Western General Hospital (Edinburgh)

(as a relative),

A frail, elderly relative was admitted to the Western General Hospital, Edinburgh. I received a garbled voicemail message from my relative but was subsequently unable to contact her or the hospital. The next morning I left Edinburgh to attend a funeral in England. During the day I called the main switchboard numerous times with no response and no response to text messages/calls to relative.

The following day I called the switchboard repeatedly from 8.30am before finally getting a response and locating relative around 9.40 am. As this is the second admission in 8 days I was concerned to find out what was wrong. 

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Responses

Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 4 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 27/10/2019 at 13:18
Published on Care Opinion at 13:18

Dear Dementia Daughter

I am so sorry and disappointed that the NHS Lothian switchboard did not answer your calls for such a protracted period at what must have been a very worrying and distressing time for you. I have asked my switchboard colleagues to check their system as this is not an acceptable delay for anyone to be waiting for a call to be answered.

I sincerely hope that your elderly relative has received the excellent level of care we try to achieve and I am so sorry that you were unable to receive an update for so long.

Catriona Rostron

Nurse Director

Western General Hospital

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Update posted by Dementia Daughter (a relative)

Thanks for your prompt response. There is an automatic message that confirms you have called NHS Lothian. It would be more helpful if the message confirmed switchboard operating times and where you are in the queue. Also, what would you advise people do if they need to call outside switchboard operating hours, and don't know which ward or hospital their relative has been admitted to.

Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 4 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 29/10/2019 at 13:03
Published on Care Opinion at 13:03

Dear Dementia Daughter

Our NHS Lothian switchboard is managed throughout the day and night. Can I ask what number you were given please?

Catriona Rostron

Nurse Director, Western General Hospital

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Update posted by Dementia Daughter (a relative)

Hi, I used the number on the website:01315371000

Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 4 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 30/10/2019 at 18:09
Published on Care Opinion at 18:09

Hi

So this is really very strange. I have checked with Switchboard and they tell me that from their records for all of last week the average wait time was 10 seconds with the longest time being 5.04minutes.

My telecoms colleagues have asked if you can remember what date this was, so that they can check their system to ensure that it doesn't happen to anyone else.

I am truly sorry that this was your experience adding to your worry.

Catriona Rostron

Nurse Director, Western General Hospital.

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Update posted by Dementia Daughter (a relative)

It appears my response from last week has not saved. On 22 October I called around 1.15 pm and before 6 pm. On 23 October I called between 8.30 and 9.40 am. When I called to test the other night, the call was answered at 1 minute 58 seconds. However as a caller you do not know if you are in a queue or where you are in the queue. I would not usually continue so long on an unanswered call.

Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 4 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 06/11/2019 at 18:09
Published on Care Opinion at 18:09

Thank you. I will feed this back to my colleagues, who can ensure that there is no system breakdown.

I will also feed back your observation about not knowing where you were in the queue, which should be easily sorted.

Thank you for giving us this feedback and I am so sorry our systems caused you so much anxiety on these dates.

Catriona

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Update posted by Dementia Daughter (a relative)

Thank you, the person I support has just been readmitted, so it will be interesting to see what my experience is like this time.

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