"non answering of phone line"

About: Southend Hospital / Accident and emergency

My mother in law fell over in the road.

We received a call to say she had been taken to Southend Hospital.

We live 2 hours away.

I called to find out how she was so we could make appropriate arrangements to go to see her etc.

After 40 minutes waiting for the phone to be answered in casualty I gave up waiting.

It is most distressing not to be able to get the most basic information about a relative's welfare.

Obviously, there are insufficient people answering phones in casualty.

Not too difficult to solve nor too expensive in the grand scheme of things.

To ignore the problem shows lack of care to patients and relatives who need information.

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Responses

Response from Southend Hospital

Dear Sir/Madam,

Thank you for your comments and firstly, we are sorry to hear about your Mother in Law.

We can understand how distressing this must have been and the difficulty getting through - please be assured we have made communication with the department to look at putting something in place to ensure callers know they are in a queue - we take patient feedback seriously and without this are unable to know we need to make changes.

Again, thank you for taking the time to feedback to us, we appreciate your comments.

Regards,

Patient Involvement Team

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