"Making an appointment for a blood test made my..."

About: North Middlesex Hospital

I tried all day on Friday 25 July, to book a blood test appointment for my husband. The tests are held at our local GP surgery but can only be booked through the out-patients appointment line at North Middlesex Hospital. I tried repeatedly during the day (while at work) but there was never a wait time of less than 20 minutes, with 14 or more in the queue. After about 12 attempts, by the time it got to 3.40pm I was resigned to holding for quite a while if I was ever going to get through. I was advised a wait time of 37 minutes and was number 16 in the queue. After holding for 52 minutes and reaching number 3 in the queue at 4.35pm, the abrupt message was relayed: 'I'm sorry there are no agents available to take your call please try calling back later. Goodbye' do not allow callers to hold if you are not prepared to take all the calls that are queuing. It is a waste of their time and money. There was 'no agent available' to take my call on the complaints line on Friday afternoon either. I left a message but unfortunately missed the call back on Monday morning as I was traveling to work. I called back several times during the morning without being able to get through and so left another message at midday. I left another message on Tuesday and another on Thursday but have heard nothing since.

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Response from Maxine Malpass, Communications Officer, North Middlesex University Hospital NHS Trust

I'm sorry to hear of your experience. If you would like to discuss it further please contact me lisa.dawes@nhs.net.

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