"Appointments Telephone Service"

About: Castle Hill Hospital

I have now been trying for 2 days to get through to 01482 604444 to re-arrange an appointment, holding on to hear the 'sorry all our operators are busy" message for up to 20 mins at a time.

I started dialling at 8.00 and my last attempt was at 19.45 and still didn't manage to get through to an operator.

There is no other number to call and as this is a charged call it must have cost me a small fortune so far, money that I can ill afford to waste.

I contacted the main switchboard and, although they were very sympathetic, there is nothing they can do about this problem, although it was stated that they had received many complaints, particularly on Monday when people were holding on for 30 minutes or more. I finally got through this morning after 20 mins, only to be told that as the clinic had booked the appointment direct I would have to contact them to re-arrange it.

What a farce. Great staff - Great Care - Great Future? I don't think so.

Story from NHS Choices

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Response from Castle Hill Hospital

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience when trying to contact the Appointments Centre.

We will ensure your comments are shared with the Respiratory and Appointments Centre Team.

In order to address the concerns you have raised, we would like to invite you to contact our Patient Advice & Liaison Service (PALS) on (01482) 623065 or email pals@hey.nhs.uk.

They will be able to take further details and advise accordingly.

Thank you once again for taking the time to provide us with your views on local NHS services.

Kind regards,

Patient Experience Department

Hull and East Yorkshire Hospitals NHS Trust.

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