"Why does no-one answer phones"

About: Princess Royal University Hospital (Orpington)

I have been trying all day to get a response from the mammography department. At one point someone picked up the phone only to tell me they couldnt help me when I said I wanted to change an appointment date for my Mum who has dementia! They said she had to call herself. I wish she could. They then proceeded to put the phone down on me. I wanted to change date as she has another appointment at the PRUH a few days later. How can you run a hospital if no-one answers the telephone. At least install an answerphone so people can call another number or leave a message so that they can be contacted. I work in a very busy south london intensive care unit and was shocked by this unhelpful and callous attitude. Sorry about the rant but I am really frustrated as I am too trying to do my job and having to stop every 15 minutes to try and get through to non-answering department. If this is the standard of your care you are failing miserably!

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Response from Princess Royal University Hospital

We are very sorry to hear about your experience of our Radiology Department and will ensure that your comments are passed onto the staff. If you experience any further difficulties contacting the department, please do contact our Patient Advice and Liaison Service who will be happy to help and assist in resolving any issues you might have. You can either email them on kch-tr.PALSkent@nhs.net or phone 01689 863 252.

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