"Unable to do the basics"

About: East Surrey Hospital

My remarks refers to the telephone system which is dreadful, having dialled in and then dialled the ext. 8948 I have waited a total of 144 minutes waiting and listening to the system "You are through to Brook ward it is very busy at the moment you are currently No1 in the queue" I am trying to speak to a patient who is visually impaired (blind) who has just had a hip replacement operation. Trying to get hold of him and have a conversation I was put through twice via the operator and the person that answered on the ward told me that the telephone where they are was not working properly and I would most likely be cut off, I was, twice, after saying hello Ron how are you. Is this the only telephone where they are, cannot this be sorted out this is Ron's only way to communicate with the world outside East Surrey. If not for Ron then for the next patient. Yours extremely unhappy and very frustrated. Chris

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust We are preparing to make a change

picture of Ian Mackenzie

Dear Chris,

As part of our plan to improve our patients' experience whilst in East Surrey Hospital we are rolling out free-of-charge bedside TVs, Radio, Internet and telephones. It is this system that you were trying to call. It is therefore very frustrating to read your post as this is caused by a technical fault in the system and it seems that we haven't picked it up and resolved it. Having now read your post I have asked someone to look at this problem as soon as possible.

Although it doesn't resolve the problem you describe patients on the ward can dial out free-of-charge as this problem only seems to be affecting inbound calls.

Please accept my apologies,

regards

Ian

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Response from East Surrey Hospital

Hi Chris I am really sorry to hear what a difficult time you have had with our telephone system. I know how frustrating it can be when you are left on hold for ages, even more so when you are trying to speak to a friend in hospital. I am passing your comments onto the manager in charge of our phone system and will ask him to look at this straight away. Thank you for bringing it to our attention. kind regards Tasha Gardner Communications Manager Surrey and Sussex Healthcare NHS Trust

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