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Calling the hospital

Story from nhs.uk

"Calling the hospital"

About: Stoke Mandeville Hospital

Has anyone ever called the hospital and NOT got the message we are experiencing an extremely high call rate. Then when put throughout to a ward never get the phone answered in under 5 mins! The operator picks up and says "still ringing' but doesn't give you a chance to say anything

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Responses

Response from Anthony Banton, Patient Experience Manager, Buckinghamshire Healthcare NHS Trust 9 years ago
Anthony Banton
Patient Experience Manager,
Buckinghamshire Healthcare NHS Trust

Submitted on 15/10/2014 at 18:40
Published on Care Opinion on 16/10/2014 at 09:43

Dear responder

Thank you for your comments. I am sorry to learn that the experience you have had trying to contact our hospital by telephone has fallen below the standard we would expect to provide. To address access difficulties we have call centre that is supported by an automated answering service.

Access may be easier if your avoid calling at busy times such as 7am/15:00hrs as handover discussions may be taking place at this time, also 10:00hrs/14:00hrs/18:00hrs as these times tend to coincide with the time nursing staff are committed to ward drug rounds.

I appreciate contacting hospitals can be challenging and would suggest if your contact is non urgent you might like to contact the PALS on 01296 316042 as they may be able to arrange for a ward to contact you at a convenient time.

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