"Endoscopy Reception"

About: Derriford Hospital / Ear, Nose and Throat

Phoned to change an appointment on 1 Sep 16. Rang both contact numbers non-stop between 1445 and 1600. Both constantly engaged. Finally got a ring tone around 1610 and let it ring only to be peremptorily answered 'The subscriber of this phone [who, the hospital?!] is busy right now. Ring back." Tried again at 1630. The phone rang out..

So much for a "Monday to Friday, 8.00 to 5.30 pm service."

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Responses

Response from Claire Jukes, Patient Experience Support, Plymouth Hospitals NHS Trust

picture of Claire Jukes

Dear Ian

Thank you for sharing the problems you encountered when trying to contact our Endoscopy team on the 1st September. I have asked the Clinical Admin Manager to look into this for you. As soon as I receive a response back, I'll update my response to you on this page. In the meantime if there is anything further you would like to discuss, please do not hesitate to email me directly to claire.jukes@nhs.net.

With best wishes
Claire Jukes
Patient Experience Manager

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Response from Claire Jukes, Patient Experience Support, Plymouth Hospitals NHS Trust

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Dear Ian

The Service Line has looked into the issues you raised above and are now in a position to reply to you. There has been an increase in the number of telephone calls being received daily in to the department. The Clinical Admin Manager is unsure why you were receiving a message to advise the subscriber was busy as there is no answer machine facility in place on the phones in question until after 17.30 when the department transfers to answer phone. The Clinical Admin Manager has spoken with her team and asked them to ensure that if they are away from the desk the phone is covered at all times. It is unfortunate on the week in question the department was short staffed with only one member of staff in the office, for which we would like to apologise.

The Service Line is also looking into the possibility of a call queuing system so that patients are kept informed of their position in the queue whilst waiting to speak to a member of the team.

Thank you for taking the time to share your experiences with us.

With best wishes

Claire Jukes
Patient Experience Support Manager

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