"Terrible!"

About: Royal United Hospital

Anything else?

I really cannot believe that despite previous complaints that this hospital runs entirely on voicemail. Even the 'emergency number' given by cardiology is voicemail! The pals service is voicemail. After eight attempts now to speak to the department I required I have now given up. But who gets the blame for not attending an appointment? The patient. And then there is another wait while the GP again reefers the patient back to the hospital and again the hospital gets paid for 'another' referral. I'm disgusted with it all. Don't blame patients for not attending when they do their best to sort out double bookings. We can hardly be blamed when it becomes more convenient for you to switch on the voicemail at the start of the day rather than deal with your patient enquiries.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Royal United Hospital

We are very sorry that you have had difficulties contacting the Trust via the telephone and for the frustration and inconvenience that this has caused you. Unfortunately the Cardiology Service does not have an emergency telephone number for re-booking outpatient appointments, however we recognise that the department could do more to improve its communication channels and would like to sincerely apologise that you got put through to a voicemail. The Cardiology Service is currently recruiting additional administration staff which will help ensure that telephones are answered promptly and the department is in the process of reviewing all written correspondence sent to patients ensuring continuity with regards to contact details provided. With regards to your comments about our PALS Service, unfortunately if the PALS officer is out dealing with an enquiry the telephone needs to have a voicemail facility so that callers can leave their details to ensure that their call can be returned. We appreciate that at the time this exacerbated your frustration for which we would like to apologise. If in future you have difficulties contacting PALS via the telephone you can always email the department at: ruh-tr.PatientAdviceandLiaisonService@nhs.net

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story