"How long to wait?"

Received a letter to call for a physio appointment,

It took 3 minutes and 2 seconds for the phone to be answered rather abruptly.

Complained about the wait but that's apparently not their fault.

Told I wanted to book physio appointment and put directly on hold.

No good morning, no niceties.

Receptionist came back on phone and asked for date of birth - gave it and they didn't hear so i stated louder and clearer and was told no need to shout. (trust me I wasn't shouting).

Took my name and then asked what i wanted - I told you that at the start of the call I said - told I am now being rude.

Explained I thought member of staff on phone at Minerva being very rude to me.

Had no option but to terminate the call without the required appointment.

Story from NHS Choices

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Responses

Response from Sarah Harrison, Head of Hearing Feedback, Lancashire Care NHS Foundation Trust

Many thanks for providing feedback on your experiences. I am sorry to hear that you have been disappointed with your contact with members of staff. The Trust welcomes feedback and we would be interested to have the opportunity to further explore the issues you raise.

If this is something you would be interested in, please contact the Customer Care Team on 01772 695315 or via email at customer.care@lancashirecare.nhs.uk

Regards,

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