"Reception and telephone calls"

About: Worcestershire Royal Hospital

On a number of occasions now I had tried to call the hospital in my lunch break from work (being 1-2pm as I work full time) and each time the phone has rung out as if nobody is there to answer the main reception/switch board telephones, I would have thought there would at least be an opportunity to leave a message. On two other occasions (being at different times of days) that I managed to get through to the switch board, after being transferred to the department and there's was no answer and my line was cut off. Surely in this instance I should have been put back into the switch board to leave a message or to ask when is a better time to call again.

Some staff in the dermatology department was rude and unhelpful on my last visit. There was a sign informing patients upon arrival that there was to be a 60min delay on appointment times. When I signed in I asked if this time still applied or if there had been any change. (Parking is extortionate prices so i would have possibly moved my car. Also, I had taken time out of work during the day and needed to keep my employer informed) I was answered with a sarcastic 'well yes, that's what the sign says' and a shrug of the shoulders. Finally, patient confidentiality was an issue. Not only were there patients details in sight on the reception but staff were discussing patients loud enough for the entire waiting room to hear.

Overall, very poor communication with patients and general public trying to sort out their appointments as well as internally between departments.

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Responses

Response from Worcestershire Royal Hospital

Thank you for leaving your comments. I am really sorry you had difficulty trying to reach switchboard, I would like to apologies for any inconvenience caused. Thank you for bringing this to our attention, I will make sure it is passed onto the team.

I am also sorry you experienced rudeness and found some staff to be unhelpful; we work hard to provide a high quality service so this is disappointing to hear.

Thank you for sharing your concern regarding patient confidentiality. I would like to reassure you that we take seriously any issues our patients and families raise with us and we value your feedback. Please contact our Patient Services Department on 0300 123 1732 or email patientservices.dept@worcsacute.nhs.uk so we can investigate your concerns or arrange for you to speak to a member of staff about this.

Kind Regards

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