"Poor communication"

About: King George Hospital

I posted a message in February complaining about the poor communication problems the hospital as in particular the telephone system. In my complaint I also said that I would write to the hospital and would not telephone. The reply from the hospital to my post took over a month, underlining the issue. The suggestion was to call it email the hospital, exactly what I was saying was impossible. However I was contacted on the email I put on the letter with the usual apologies and giving me a new date. The email also said I could correspond with the hospital on the email address. However, the day before my appointment t I had a break down with my injury and was concerned that I'd struggle to make my appointment and that no physio work could take place. My initial email asked if I should reschedule. I got no reply. I then sent another two emails but was blanked by the hospital which resulted in the poor physiotherapist waiting for a patient that wasn't going to attend. Later in the week I got a reply claiming that the email was in a box of someone away from work. However when I replied to that email I got no reply. I then got an email saying someone would call me and I replied to give tgem a suitable date. During this day I had, as is common with insurance and sales departments, calls from withheld numbers. People who withhold their number normally do that for a reason. The reason is normally that they don't want you to know who they are so that you will answer. I never expected the hospital to withhold their number and consequently I later picked up a voice mail saying they tried to call. This is absolute shambolic. The problem is that as a patient I can not communicate with the hospital effectively. The reason I want to contact them on the last two times was for their benefit and let them know there is a problem. If I could have contacted them then they may have been able to treat someone else or someone for longer. Who knows how many other people have this problem and time that could be saved and well spent else where. Although the treatment I've had from the staff is good the way the hospital is run is appalling and extremely frustrating. It make you wonder if it is all worth it, which I'm beginning to think is the idea behind it.

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Responses

Response from King George Hospital

Thank you for your comment. I am very sorry to hear that you have had difficulties reaching staff in our hospital, even after your original complaint. This is understandably very frustrating for you. I hope at this point you feel the issue has been resolved, but if this is not the case, please contact me again through the PALS team so we can look into this further. For your reference, they can be reached on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Stephen Burgess Medical Director

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