"Staff at the hospital call center the rudest ppl"

About: Leicester Royal Infirmary

Just rang the hospital to confirm the date and time for my sons appointment, As I have lost the letter. The most rudest member of staff on the phone asking what it's regarding. Told them Iv lost the leter. Gets really jumpy asking how would they know .Confirmed it's for my son and I have my sons NHS number. They just transfer me without saying anything to let me know and then another member of staff picks ups with out knowing anything needing the info again. Wanting to know a number. Said iv only hot his NHS number they huffed and asked for that number. The service really needs to be improved as they are first port off call ex 999.

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Response from Leicester Royal Infirmary

Dear Reviewer,

We are very sorry to hear about your experience in calling Leicester Royal Infirmary. It is unacceptable for staff to be rude and we encourage all staff to provide the highest level of customer service to our patients and their families. We would like to look into the matter to investigate your concerns further and to improve our service in future. If you are happy for us to do so, please contact us by emailing communications@uhl-tr.nhs.uk.

Kind regards,

The Communications Team

Leicester's Hospitals

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