"Communication was not good enough"

About: Crosshouse Hospital

(as a relative),

Ringing from Australia to Crosshouse Hospital daily for over three weeks and almost every night being told "Can you ring back in 5/10/20/30 minutes the nurse is busy! ! ! Waiting for switchboard to answer, recorded message immediately then ringing, one night phone rang for 79 rings before operator answered and I could request ward. Requesting to speak with consultant, got clinic number left messages, spoke with secretary no response. Eventually after 5 days spoke with a nurse, I thoguht communication is absolutely a joke, told her one of the recommendations after my mother died there was for contact numbers for medical staff to be available outside each ward area. She paged consultant and he arrived to speak with me. Not good enough. I work in health care in Australia and would never treat relatives like this.

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Responses

Response from Laura Harvey, Improvement Lead - Customer Care, Customer Care - Quality Improvement, NHS Ayrshire and Arran

Thank you for your post. I am sorry to hear of your poor experience whilst calling from so far away. From your comments, I would have to agree that we could have, and should have done much better and can imagine how frustrating and distressing it most have been when telephone communication was your only option but it failed to meet your needs. If you wish for me to look into the problems you described, please get in touch, either via email at laura.harvey@aapct.scot.nhs.uk or by phoning on 01292 513610, whichever is most convenient. I look forward to hearing from you.

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Update posted by Oznurse (a relative)

As travelling to Melbourne in the next few hours I will reply on my return, probably Monday or Tuesday next week. Thankyou.