"Contacting a hospital ward"

About: Wansbeck Hospital

I am completed frustrated writing this review. I have spent the past hour trying to contact the day surgery ward at Wansbeck Hospital with no success. Firstly, I attempted to find this department on the website which is not clear at all. Other hospital websites list the ward number and the service they provide with a direct telephone line to that ward. Not Wansbeck. You have to know what service you require (not always easy to lay people) then when I thought I had the right ward there is no direct telephone number listed. I rang the number shown to hear an automated voice informing me that the number has changed. Why has this not been changed on the website? (I got the number from the page for Gastrointestinal services). After ringing the switchboard and requesting day surgery I was cut off. On subsequent calls the extension number rang and rang for over two and three minutes. No one answered. Given that this is a day service surely someone should be available to answer the telephone? I imagine that a number of people will be contacting the ward to establish if they patient is ready for discharge. I live ten miles from the hospital where my friend is receiving treatment. As he lives alone he needs me to collect him and bring him to stay with me tonight. As I can't get anyone to tell me his current situation what do I do? Drive to the hospital and wait? Or find out he isn't being discharged ( he was informed this was a possibility). The lack of contact and information is ridiculous. If you reply to this post It would also be useful if you stated your position within the hospital so people are aware of how you operate. I shall attempt again to get someone to answer the phone! Yours Trish

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Response from Wansbeck Hospital

Dear Trish, I am so sorry for all this frustration. I can appreciate how maddening it has been for you trying to get through. I will be pass this on to our communications team to see what we need to do to sign post people in a far easier way. I am also sorry that no-one has answered the phone on the unit - I am genuinely not sure why that is but will find out for you in the morning. In the meantime I'd like to try and help you get in touch with your friend if I can. Please give me a ring on my mobile : 07876502899 My name is Annie Laverty and I am Director of Patient Experience within the Trust. Best wishes, Annie

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