"5 Star Treatment 1 star telephone service"

About: The Royal Liverpool University Hospital

I had an operation on my knee in May 2014 after attending A&E. The service I received in A&E was second to none, and even when I had to return post op again I received 5 star treatment in A&E by the Orthopeadic team. Under the Consultant I was treated with professionalism, expertise and was kept informed at every stage, they were helpful, sympathetic and put me at my ease at a time when I was in an exceptional amount of pain. The Consultant and her Orthopaedic Team are second to none, I was extremely impressed and would recommend treatment by this team to everyone who requires orthopaedic care. I had my actual operation at Broadgreen Hospital as a day case. The ward was exceptionally clean and the staff super efficient and my follow up at physio has been and still is extremely good and helpful. The only negative feedback I reluctantly give is the telephone operator service. I called to re arrange a physio appointment and the main switchboard after hearing my initial request for the physio department just put me through to physio voicemail, I was actually in mid sentence talking to the operator when a voicemail came on! How rude! First rule of telephone operator care is keep the caller informed at all times. This is first contact of the Trust its a shame this one point let it down. Perhaps operators need more training. Other than that its a big five star feedback from me.

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Responses

Response from The Royal Liverpool University Hospital

Thank you for your comments. We're pleased to hear you had a good experience at both the Royal A&E and Broadgreen. We will pass your comments on to the staff involved in your care. It's disappointing to hear you were unhappy with the telephone switchboard. We will let the team know but if you would like to discuss this further please contact our Patient Advice and Liaison Service. They can be contacted by emailing pals@rlbuht.nhs.uk or by calling 0151 706 4903/2265, or via typetalk 18001 0151 706 4903/2265. Best wishes.