"telephone staff are peremptory and rude."

Your telephone staff are peremptory and rude.

You give no indication of your opening hours at Barnes hospital and all I was told by your switchboard staff that the number given on the website is Springfield, and effectively would not give me a number on which to ring at 9.15pm.

This is not satisfactory behaviour and arises only because a member of Barnes staff left a message asking my wife to call, leaving a number which was "not recognised", and a name which we could not grasp, who described them-self as a dementia adviser

I would like someone to ring me, from that unrecognised number, which was 02035138659.

The member of staff should ask for me rather than for my wife, who is already severely upset by getting such a message, with no ability to call it back.I would like a proper explanation for this way of dealing with whatever is the matter under discussion. Neither of us has visited the hospital

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Responses

Response from Jane Healey, Patient Experience Lead, Governance, South West London and St George's Mental Health Trust

Dear na,

My name is Jane and I am one of the Patient Experience Leads for the Trust. Many thanks for taking the time to post your feedback and I am very sorry to learn of the difficulties you have experienced with our switchboard staff. I am going to pass your feedback onto our facilities department for comment but if you would like this investigated further as a formal complaint then we will be happy to take this forward for you.

The Trust complaints department can be contacted either by telephone on 0203 513 6150 or by email to complaintsmanager@swlstg-tr.nhs.uk



Kind regards

jane
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