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Answer the phone!

Story from nhs.uk

"Answer the phone!"

About: Manor Hospital

Can someone in Optometry/ Opthalmology please answer the phone? I have recently been chasing an appointment that has not been received and it just rings and rings.

Today I was on the phone for 18minutes to be precise before someone picked up and then put the phone down on me! To say I was a tad annoyed is an understatement!

I then called back and spoke to switchboard and they tried again for another 5minutes before coming back and saying they're probably at lunch. I understand it might have been lunchtime but I work full-time and that is when I am available to call, the department only works standard hours, so I can't call when I get home. Surely they could provide some cover for the phones at this time, even if it was just to take a number and call back.

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Responses

Response from Manor Hospital 7 years ago
Manor Hospital

Submitted on 07/02/2017 at 16:27
Published on nhs.uk on 08/02/2017 at 01:35

Please accept my apology for the delay in responding - this has only come through to us via the website today. I am sorry to read of your experience and understand why you would have been annoyed which is not the standard we aspire to deliver. We are currently looking at the development of a telephone etiquette to include what happens in situations like this as part of our customer care review.

Thank you for your feedback which will be useful to us as we progress this work.

Garry Perry

Head of Patient Relations

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