"I don't like having to make an..."

About: Guy's Hospital

What I liked

I don't like having to make an appointment for an operation through St Thomas' Hospital. My mother has Alzheimers and has been given three different dates for her cataract operation - each one being deferred shortly before the due date. The last date I was given (over the phone) was 30 September but I didn't receive a letter to confirm. When I phoned to confirm the week before, nobody had any knowledge of this date being given. The staff member later admitted that she had forgotten to organise it. She has now given me 27th October (ie next week) and still no letter ... I tried to phone Opthalmology Dept yesterday for one hour on and off and I have now been phoning for three and half hours this morning. I have tried the direct line to ophthalmology, a number that the staff member gave me and the main switchboard and it impossible to speak to a human being. I am constantly informed that I am in a queue - I held on for 35 minutes at 10am this morning and was still in a queue! I am now at my wits end. It takes a great deal of upheaval to actually get my mother to the hospital and I certainly do not intend to make this huge effort only to be told that nobody is aware that she had an appointment. How hard is it to pick up the phone?? Especially the main switchboard - this now seems to be a voice activated affair which is totally useless. Shame on you!

What could be improved

Immense improvement if I could get through to the department I need.

Anything else?

I would like to know if my mother has a definite appointment or not

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Responses

Response from Guy's Hospital

This isn't good enough. Please accept our apologies - we will be following this up as a matter of urgency with our switchboard managers.

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