"Switchboard & phone manners a disgrace"

About: Pontefract General Infirmary

What I liked

When you actually get to the hospital the staff are very kind, helpful and courteous.

What could be improved

Trying to make / change appointments is shocking.

The whole process is a disaster. Phones are not answered, those that are answered are redirected to wrong numbers. No one cares - just get rid of the caller attitude. Admin and first line telephone staff really need to listen

Anything else?

Phones not answered, no voice mail, central switchboared is not answered. Request for hospital transport for chronically sick and disabled lady ignored and appointment made out of transport hours. Even though this was a follow up appt to review a medicine that is not working and causing problems, the earliest appointment I was given was September. It is now April. Absolutely disgusting. The consultants secretary said they would call back and slammed the phone down. I am going to make a formal complaint - I was polite all the way though despite wanting to scream at their don't care attitude.

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Responses

Response from Pontefract General Infirmary

We are concerned to note these comments and would appreciate the opportunity to discuss this experience with the patient. We note the intention to submit a formal complaint and will be pleased to address the concerns

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