"Lack of continuity and communication"

About: Broadgreen Hospital NHS Liverpool CCG

(as a staff member posting for a patient/service user),

Person has had 2 bad experiences recently with the Choose and Book service. The first one was when she was trying to book to see a particular consultant at Broadgreen Hospital and the operator didn't take the name of the consultant down correctly. When the person corrected her the operator rudely ignored what she was saying and continued to tell her that a consultant with that name didn't work there as she hadn't taken the name down correctly. The person called the hospital directly to confirm that the consultant did indeed still work there and managed to book an appointment.

The person also needed a ECG and again called Choose and Book, the appointment offered clashed with an already existing one so she had to decline. She was told to keep ringing back. The second time she called she was told that the clinic hadn't sent any appointments over and to call back again. She called back and was told that all the appointments had been cancelled and she would have to go back to the GP for a re-referral. The person is angry about the rudeness of the first operator and concerned about the lack of continuity and communication with regards to her 2nd experience.

Posted on behalf of person by Healthwatch Liverpool

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Responses

Response from Royal Liverpool and Broadgreen University Hospitals NHS Trust

Thank you for your feedback. We are sorry to hear about your poor experience. Because the comment references an ECG, we are not sure whether you are referring to Broadgreen Hospital or to Liverpool Heart and Chest Hospital. These two hospitals are run by two different trusts.

If it is Broadgreen Hospital, then please contact us so we can look into this for you - you can call our PALS team on 0151 706 4903/2265 or email pals@rlbuht.nhs.uk

Liverpool Heart and Chest Hospital can be contacted here: http://www.lhch.nhs.uk/Patients-and-Relatives/contact-us.aspx

Thanks.