"Switchboard needs serious improvement"

About: Queen Elizabeth Hospital (Birmingham)

What could be improved

As a fellow healthcare professional i am increasingly becoming frustrated with the switchboard at the QEH whenever i have to ring for information/departments. On numerous occasions i have had to sit waiting for an inappropriate length of time for my call to be answered and then have often been put through the wrong department, only to have to go through the switchboard again and wait just as long for the 2nd time. Surely within the budget for the new hospital build a consideration could of been made regarding the accessibility for patients and carers to the trust.

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Responses

Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback regarding your experience at the Queen Elizabeth Hospital.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We were very concerned to hear that you have experienced difficulty whilst contacting switchboard. We strive to provide the highest standard of care possible and we are really sorry if we have not achieved this on this occasion.

Your comments have been passed on to the staff who manage switchboard and they will be looking at ways to improve the service provided.

However, we also urge you to contact us to discuss this further so that we can look into the issues raised in more detail. We would like to feedback to you directly in relation to action taken to ensure that others have a more positive experience in the future.

Please contact the Patient Advice and Liaison Service who will be pleased to assist you. You can contact them by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/contact-pals.htm or in person by dropping in between 10.30am-4pm (Mon-Fri) to the PALS office located near the Information Desk inside the QEHB (new hospital) main entrance.

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