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Nobody answers the phone

Story from nhs.uk

"Nobody answers the phone"

About: Queen's Hospital (Romford)

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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 10 years ago
Queen's Hospital

Submitted on 05/09/2013 at 16:46
Published on nhs.uk on 06/09/2013 at 04:00

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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