"Rude & unhelpful"

About: Holly House Hospital

I called to check that my Nhs referral for wisdom tooth extraction had been received & as I was having lots of pain to see how long the wait would be. I work in health care so am aware of waits & that sometimes referrals go astray. The administrator I spoke to ( finally after being transferred 3 times) was rude & unhelpful. The administrator told me I should not have been given the number, should not have called, and when I insisted The administrator said they could not check as the computer was not switched on, The administrator took my number and told me they would call me back. They did not.

A poor experience so far and I haven't even got an appointment yet. I will be requesting a referral elsewhere.

Story from NHS Choices

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Responses

Response from Holly House Hospital

At The Holly Private Hospital we take our Customer Care and Patient service exceptionally seriously. We do apologise that this has not been the case in this instance. We value your time and thank you for feeding back to us and can assure you that this matter is taken seriously. The team involved have been addressed and we will learn from these incidents, while aspiring to ensure that they are not repeated. We are sorry there have been issues with your referral on this occasion.

We hope to have the chance to welcome you back to our hospital, should the need arise and that your experience will be that of the high standard we aim to provide.

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