"Phone line horrific: on hold for hours every day..."

About: Queen Charlotte's Hospital

It's impossible to book an appointment without going to the hospital in person. The answer I got was "we've had a new system and answering the phone is the least of our priorities." I was also not seen until an hour after the appointment time for my 20 week scan. I sat for an hour looking at a sign saying "if patients more than 10 minutes late we won't see you" which was not a happy irony. This also applies to the Lewis Suite as well as the main booking line. When I eventually went down to the hospital the receptionist at the Lewis Suite was complainig to me about how the phone wouldn't stop ringing and that it was giving her a headache. I suggested her headache might improve if she answered it occasionally - she didn't seem to agree.

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Responses

Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is sorry to read of your experience and we sincerely apologise. Changes to the antenatal clinics and a new patient system have resulted in problems with regard to accessing the booking line but we are working to resolve these and are sorry that staff did not help. Your comments have been reported to service managers. If you have further difficulties please contact our PALS service pals@imperial.nhs.uk

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