"Hanging on the telephone only to be cut off..."

About: Wycombe Hospital / Trauma and orthopaedics

(as the patient),

I called to cancel/reschedule an appointment at High Wycombe Hospital Orthopedics department.

I was put in a queue and told I was #18 in the queue.

I waited on hold for 40-45 minutes and was then unceremoniously cut off after reaching position #5.

I called back and got a recorded message saying the department was closed.

And you wonder why people don't turn up for appointments instead of cancelling/rescheduling.

It would have been better if the recorded message telling me I was in the telephone queue also told me that the department closed at 5pm, although honestly I didn't expect to have to wait on hold for so long.

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Responses

Response from Healthwatch Bucks

This sounds like a very frustrating experience indeed.

Altough we cannot resolve your issue, we can help your voice be heard further. I would like to draw your attention to a survey Healthwatch Bucks are doing on hospital appointment letters. It is a very short survey and you don't have to leave any personal details. If you have the time, we would really appreciate your feedback.

https://www.surveymonkey.com/r/hospitalappointmentletters

If you would like to find out more about Healthwatch Bucks you can visit our website www.healthwatchbucks.co.uk

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Response from Buckinghamshire Healthcare NHS Trust

Thank you for your comments, and I am so sorry to read of your difficulties in trying to contact the Orthopaedic Department at Wycombe General Hospital. I can understand how frustrating this must of been for you.

May I direct you to call the Patient Advice & Liaison Service (PALS) who may be able to offer you support and assistance.

The PALS team are available on 01296 316042 or 01494 425882 or alternatively you can email PALS@buckshealthcare.nhs.uk