"Staff on the phone were polite ..."
About: Broadgreen Hospital Broadgreen Hospital Liverpool L14 3LB
Posted by phone experience (as ),
What I liked
Staff on the phone were polite and courteous
What could be improved
1. I obtained tel.No. from website and when I rang it, it was the Heart & chest only and I had to be given the correct number and then re-dial.
It also took a long time to answer.
2. Rang the correct number and that took a long time to answer
3. Was put through to Ward 2 which took a long time to answer.
4. Ward 2 was the wrong ward (my fault) person that answered had difficulty putting me through to the other ward.
Have you thought about putting a facility on your website where relatives can enquire how the patient is doing etc?
That way, nursing staff can reply to the enquiry at a time that best suits them; within a reasonable response time.
Making relatives aware of this service should reduce the pressure on nursing staff in that they are not being bothered on the phone so much.
There could even be a username/password per patient, where an updated statement could be viewed by the patients relatives which would release nursing staff even more.