"waiting time for phone pick up audiology"

About: Queen Mary's Hospital / Audiology

I am as I write awaiting a human voice to speak to in audiology. I have been on hold now for 27 minutes listening to the most boring voice ever. Could you please inform me of your targets for such an exercise. Now 15 minutes telling me I am number one!

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Response from Queen Mary's Hospital

We are sorry to read of your experience and dissatisfaction with the communication you have received. The call centre has been extremely short staff over the last few months. This has caused patients to unfortunately wait longer than we would like patients to wait before the staff are able to deal with the callers. We have recruited to some vacant positions which will improve the waiting times for phones be answered . Queen Mary’s Hospital do not at present have target for answering phones but we able to audit the response time on how long it takes staff to answer phones. You can talk to the Patient Advice and Liaison Service about your experience and further investigation can take place, pals@stgeorges.nhs.uk or on 020 8725 2453. If you get an answer machine please leave a message with a contact telephone number for the service to ring you back.

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