"My complaint is in respect of ..."

About: University Hospital Of North Tees

(as the patient),

What I liked

My complaint is in respect of the contact telephone number (08-premium rate) and the length of waiting time when calls are made.

The call I made today was to cancel an appointment, I personally refuse to use 08 numbers unless i have no other option, in this case I looked up the local number 01642 617617, I sat in a queue or 9 minutes before my call was generated to the front of the queue, I then had to be transferred to the relevant department and sat in this queue for a further 9mins 47 secs, call was then answered and dealt with politely and speedily. My complaint is the lengthy waiting time and relevant cost. This needs addressing with some urgency.

What could be improved

Employ more staff to man your phones, even if this only extra cover at peak times.

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