"mainline number"

About: Eastbourne District General Hospital

my complaint inst about my ongoing treatment, as I cannot fault it. But my complaint is the front desk and other departments not answering the phone or messages. Do these people even know how a telephone works? it rings and they must just stare at it! 3 days ive been calling and after about 20 rings someone finally answers you with attitude, they put you through to your extension number and again, just rings and rings until the answer machine picks it up. with my treatment I have to call on certain days or my whole treatment is redundant. we need to be given direct numbers as front desk quite clearly are inadequate and whenever i see them they are sitting down having a chat! appalling service!

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Responses

Response from Eastbourne District General Hospital

We are concerned to read your posting on NHS choices, and we apologise for the difficulties you've encountered making telephone contact with the Trust.

As a Trust, we always aim to provide a high quality service, however, this is clearly not what you describe in your posting.

Please be assured that your comments have been forwarded to the Central Administration Manager to act upon and share with staff.

You may also find it useful to know we have a Patient Advice & Liaison Service (PALS) with whom you can make contact, should you have any queries or concerns with any aspect of Trust services.

They can be contacted on 01323 435886 or by email at esh-tr.PALSE@nhs.net.

PALS are a point of contact for patients and their families and will liaise with staff on their behalf.

Thank you for taking the time to provide feedback. It's important we hear from patients when things are not going well, so that we can take appropriate action. Please accept our sincere apologies for the fact that not all of your experience with the Trust has been good.