"nobody answers the telephone"

About: Southmead Hospital

Since my elderly frail mother has been in ward 32b - all this week - I have tried everyday to get through on the direct line to the ward - nobody ever answers the phone! (No matter when I call.) I know this is the age of the mobile phone, but my mother is not good with hers. I live abroad and therefore would also like to speak to staff regarding her progress on occasions. I haven't tried emailing, but i think I can guess how pointless that would be! I fully realise the staff are extremely busy, but someone in my position (I cannot visit in person), is left out in the cold.

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Response from Southmead Hospital

Dear Anonymous - thank you for taking the time and trouble to comment. As a result of your comments the ward staff have been reminded to answer the telephone in a timely manner. There has been a receptionist in on 32b all of last week until the BH weekend and the staff have not had any other negative feedback regarding answering the telephone, but this issue has been highlighted on the ward safety briefing. Checks have been made that the switchboard put calls through to one of the two main numbers of the nurses station which they do - the right number for the ward is 0117 414 3233. If you continue to experience problems please contact the Advice and Complaints Team on...... complaints@nbt.nhs.uk or call 0117 323 6621. Regards - Steve Sykes Advice and complaints Team

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