"Shame, was disappointed by lack of..."

About: University College Hospital

What I liked

I didn't visit today but my mum is having an operation. The telephone call answered by the operator was very helpful and polite.

What could be improved

The operator kindly put me through to the Recovery Area as I am next of Kin for my mother. I wanted to know she had come through her operation OK as she has had complications before.

I told the lady who answered the phone I was next of kin. She made me feel like I was something she had scraped off her shoe that morning. Rather than find out for me the information I wanted she just asked who put me through, who gave me the number as if I were a criminal. Something I can only liken to a Spanish Inquisition.

There was absolutely no empathy whatsoever and a complete let down for an otherwise lovely Hospital. All I wanted to know was that my mother had come through her operation and what ward she would be going to. I asked if they could call me and let me know and was told "....we don't do that..........." so I asked if I could call back later and the reply was in a tone of 'if you must'.

I am disgusted of this lack of empathy by what is supposed to be a Caring Profession. This lady obvisouly needs some Interpersonal Skills Training and think if she would like to have been spoken to in such a manner.

Anything else?

Letting a relative know how an operation has gone only takes 2 minutes at most especially over the phone. It can save lots of stress on those loved ones who are sitting at work or home worrying about their relative.

The Royal Free surgeon rang me herself about my dad from Theatre !!! So come on UCH and get your finger out with the Customer Service.

PS, Thank you to all the other staff who have been most helpful and caring just a shame one bad egg lets the entire service down.

Story from NHS Choices

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