"Communication"

About: Hinchingbrooke Hospital

Anything else?

Trying to speak to a patient by 'phone has proved frustrating. The nurse who answered my first contact had a poor command of English, so much so, that I had to ask her to repeat herself several times. She admitted she did not know how to transfer the call but would try. She managed to cut me off after I had waited six minutes. On my second attempt, she told me to 'phone the mobile number. She did not know where this 'phone was. I pointed out that it could be with another patient and that it would be better to find the 'phone first, take it to the patient after transferring the call. She admitted that she was unable to do this and could I call the mobile myself. This I did after suggesting she locate the 'phone first. I noticed, on her giving the mobile to the patient, she used their first name only. At no point did she ask me my name or my relationship to the patient. There are also more issues that I would like to discuss. ,

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Responses

Response from Lisa Shacklock, Patient Experience Manager, Hinchingbrooke Health Care NHS Trust We are preparing to make a change

I am very sorry to hear about your experience with one of our services, and I do apologise.

Could you please contact our PALS Manager Louisa Grice on 01480 428964, who woudl be very happy to meet with you personally to go through your experiences here at Hinchingbrooke.

Kind Regards

Lisa Shacklock

Patient Experince Manager

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