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Difficult to get through on the phone, wrong...

Story from nhs.uk

"Difficult to get through on the phone, wrong..."

About: Eastbourne District General Hospital

In March I phoned the hospital (trying several times before somebody finally picked up the phone) to be told that an elderly friend had been discharged home. Several others who rang were told the same thing.

In fact, they were still in the hospital where they remained for another 2 weeks.

More recently, I have tried phoning myself several times to chase up an appointment, but again the phone rings and rings and goes unanswered.

It is very frustrating.

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Responses

Response from Eastbourne District General Hospital 8 years ago
Eastbourne District General Hospital

Submitted on 14/04/2016 at 16:14
Published on nhs.uk on 15/04/2016 at 02:30

Dear James

We're very sorry that you found it difficult to contact the hospital by telephone and that the information you received was inaccurate.

This must have been incredibly frustrating and is clearly not acceptable. We sincerely apologise for these events and have shared your post with the relevant managers within the Trust.

We would like to look into how you were given the wrong information, and in order to do this, we would require further detail from you. If you would like to provide us with further information, please contact our Patient Advice & Liaison Service (PALS) on 01323 435886 or by email at: esh-tr.PALSE@nhs.net.

PALS are an informal service who can liaise with Trust staff on behalf of patients and their families.

Their opening times are Monday to Friday 9am to 4pm.

Thank you for taking the time to let us know about your experience. As a Trust, we take all comments very seriously and use this information to improve services.

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