"Nobody answers the phone"

About: Queen's Hospital (Romford)

Anything else?

I called the main hospital switchboard to try and speak to a receptionist in the ophthalmology department on 3 July. So far I have been listening to the phone ring for 22 minutes. I am pretty appalled by this. If the department is busy, why not use an answering service where I could leave a message? While I'm writing this, the time has gone up to 26 minutes.

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Responses

Response from Queen's Hospital

I am so sorry that you have had difficulties contacting our hospital. This is unacceptable. We have had some recent issues with our directory information and a technical fault which meant that information dropped off the system. This means that it is taking our operators far too long to find the correct numbers to transfer callers, and that others are having to wait longer to get through. We have identified the fault and are working to resolve it with the technical companies involved. We hope to have the situation resolved by the end of September. Yours sincerely, Jackie Nugent Director of Estates

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