"Receptionist/Phone operator - rude, unhelpful and..."

About: Queen Alexandra Hospital

I have just ended a phone call (I say ended, it was actually cut short I will return to that in a minute). After being put through to someone, I explained that I could not get hold of St. Mary's community campus as their number wasn't working. They replied that they don't answer for St. Mary's, that this is the QA hospital - to which I said, yes I know, I visited both St. Mary's and QA recently for a painful health condition. This condition which had seemed resolved has now come back, and I'd need to come back to the hospital to be examined. After that they repeated several more times that they do not answer for St. Mary's (although I made it clear that was not what I was asking) and then muted the phone call. I waited for five or six minutes, but I was not put back on a line at all. For people that have to deal with sick, elderly and people in pain every day I would expect them to be patient, kind and willing to help. This member of staff was none of these and I am now left unsure what to do and unwilling to call back in case I am once again treated like an idiot instead of a sick person. (The treatment itself in this hospital is fab, doctors and nurses are great. But the receptionists and phone operators are on the whole unkind and unwilling to help)

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Responses

Response from Queen Alexandra Hospital

Thank you for taking the time to write in. Now that you have, we can look into this further for you and hopefully get you seen by someone. I would be grateful if you would contact our PALS team at PHT.Pals@porthosp.nhs.uk or via their free phone if you would prefer on 0800 9176039 and we can discuss this further with you. We are sorry to learn of the difficulties you experienced with the member of staff on the telephone as our staff pride themselves on their key communication skills and I apologise that this was not the case for you. I will of course pass your comments on to the Senior Management Team and ask that they feed this summary back to their staff for learning purposes.

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