"Bad telephone manner"

About: Darent Valley Hospital

Anything else?

I called the hospital on 28th June to enquire what the average waiting time was for a hernia operation after seeing a consultant. I was put through to the general surgery department...the first extension I was put through to was not taking calls at that time (about 2.55pm), unless urgent. I went back to the switchboard who put through to another line. I was met with indifferent, confrontational, evasive answers..Such as' How long is a piece of string'!! Keeping my cool in the face of such arrogant inflammatory language, I inquired further and was eventually told that the Government had set a target of 18 weeks from seeing a consultant. ..but not how the Hospital was performing against this target for this type of operation. It was clear that I could not have any meaningful discussion with this lady and ended the call.

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Responses

Response from Darent Valley Hospital

We apologies for the way that you were spoken to when you telephoned with a very reasonable enquiry. We expect our staff at all time to be helpful and courteous. Clearly this did not happen on this occasion. If you could e-mail us at sue.daniels@dvh.nhs.uk with any details that you have concerning your contact we can raise it with the department manager and improve our service. The maximum waiting time for a hernia operation from referral to the operation is 18 weeks. How soon you are seen within that time depends upon the severity of the hernia as determined by the consultant. Waiting times may also vary between consultants. Your GP should be able to advise you of your choices. Kind regards Communication Department Darent Valley Hospital

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