"The telephone numbers for Bucks NHS Trust"

About: Buckinghamshire Healthcare NHS Trust

(as the patient),

This is not so much about the service - which is usually fine or great when you actually interact with the staff - but more about the difficulty of navigating your way through the phone system, to speak to a human.

Appointment letters are sent out with wrong contact phone numbers on them, so when you need to speak to someone about queries or issues, you get through to the wrong department totally. The hospital uses a call system so that a robot answers the phone and the robot inevitable puts you through to the wrong department again.

No useful phone numbers are posted on the website and on at least two occasions, only resorting to PALS has been any use at all. (PALS phone numbers are also not published on the hospitals websites but must be googled separately - luckily I knew of the existence of PALS).

On one occasion I was waiting for a referral for a screening test and it turned out that the paperwork had been 'lost', so it was a very worrying time.

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Responses

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

Dear responder

Thank you for your comments and I am sorry you have had difficulties contacting the correct department when you tried to do so. This is below the standard we would aspire to provide for our service users.

Whilst I can see the PALS email address is on the public website I would like to thank you for bringing to my attention that the telephone number is not listed. I am going to look into this to establish why it is not there and if possible I would like to have the number visible to the public.

I will provide an update with what we will do about the visibility of the PALS service.

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