"Service at Audiology"

About: Central Middlesex Hospital

I have been a patient at Central Middx Hospital for a number of years. Not only Audiology but Heamatology and Cardiology as well as Max Fax and Urology. I did contact on 22/7/15 as having had new hearing aids in December I needed to have new domes. Having been told by the Audiologist these needed changing every six months. I was not sure about how to do this and it is a journey to get to the hospital i.e, did I need an appointment or could they be sent to me by post? I was redirected from the number given on my book but no secretary was available. Could I leave a message? which I did together with my hospital number and phone number but to date no reply. However I then discovered that a visit was planned to one of the wards and I could have a lift . I arrived while staff were mainly at lunch but had excellent reception at the department where the solitary member of staff (at that time) could not have been more helpful. They apologised as it would be about half an hour wait. In practice 20 minutes later they came to me and took the aids and my book. Very short time and another member of staff came out to see me with the aids refurbished. This person observed me replacing them and could not have been more helpful. All in all an excellent experience although my original telephone call to the secretaries has never been returned. I was also able while waiting to observe the excellent manner in which staff at reception dealt with other callers. I do not visit often as battery changes are made at my local clinic but again a very good experience.

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Responses

Response from Central Middlesex Hospital

Thank you for taking the time to provide such a detailed account of your experience with the Audiology team at Central Middlesex Hospital.

Although very sorry that your initial contact with the team was not acknowledged, it was very pleasing to read how well you were looked after when attending the department in person.

We will of course ensure that your kind words are passed on to the management team whilst at the same time using it as an opportunity to remind the secretaries of the importance of listening to and responding to messages left by patients.

Thank you once again for your feedback

Kind regards

Patient Relations Team

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