"Premium rate phone calls to vulnerable patients is..."

About: Furness General Hospital

What I liked

Very little

What could be improved

Quite a lot

Anything else?

I am disgusted that hospitals have the liberty of charging such a premium rate for phone calls to patients. It's £0.50 per minute from a BT landline, much more from a mobile phone. My mother has been stuck in Furness General Hospital for 9 months, so I've spent over £1000 on phone calls over thatperiod and she still is not getting the care she deserves. I understand the NHS needs to raise funds to keep operating but to charge a premium rate phone call for peope who are already vulnerable, both patients and patients friends/family, is totally disgusting.

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Responses

Response from Furness General Hospital

Thank you for bringing this matter to our attention. Your concerns have been passed onto our Head of Patient Experience to investigate further.

You mention that your mother is not / was not getting the care she needs, should you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

If you would like to be kept informed about developments at our hospitals, then please take a moment to sign up as a public member, you can do so via our website: http://www.mbht.nhs.uk/trust/how-to-become-a-member/

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