"Appallingly rude, totally unhelpful, and..."

About: Frimley Park Hospital (Frimley)

What could be improved

I rang the outpatient appointments to find out if my baby son's referral to a pediatrician (by his GP) had been received, as I have been waiting 2 months to hear from the hospital. I was told that he had not been given an appointment, and asked how long I should expect to wait. The person on the phone said 'there is no time frame' I asked if it would be within 6 months. The person on the phone repeated 'there is no time frame'. I asked if it would be within a year. The person simply repeated the phrase in a monotone. I asked if it would be within five years (never raising my voice, always calm and polite). The person hung up on me. I'll repeat that: I have an ill baby who has been waiting nearly half his life to see a pediatrician, and the receptionist, whose job it is to deal with the public, was rude, insulting, unhelpful, and HUNG UP ON ME. This is disgusting and unacceptable.

Anything else?

I would like to be contacted with an apology, and information about how you train your telephone staff in customer service. I also would like to understand why it is taking so long for my son to be seen by a pediatrician and to know what you are doing to improve waiting time for ill babies.

Story from NHS Choices

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Response from Frimley Park Hospital

We completely agree that it was not acceptable for a member of staff to hang up the telephone on you and would like to apologise for your bad experience.

You indicate that you would like us to contact you. We unfortunately cannot do this directly via the NHS Choices website so it would be really helpful if you were able to contact us via our PALS department on 01276 526530, email palsusers@fph-tr.nhs.uk. We would welcome the opportunity to speak with you directly so that we can investigate further what may have gone wrong.

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