"Now distrust what NHS staff tell me"

About: The London Chest Hospital

What I liked

Staff were polite and helpful

What could be improved

Website could have shown the actual telephone number for the hospital at Bonner Road. Instead, a general number (0207 377 7000) was given. This caused a huge delay in finding the ward my mother was on. First the usual pre-recorded message, then the operator tried transferring me to A&E admissions (waiting for 5 mins with no reply), then re-dialling. It took 28 mins in all to find out which ward and obtain the correct number (0208 983 2341). The first call was placed at 16.00pm and the last at 16.28pm but this call (direct to the ward) took many minutes to be answered. When finally it was, I was told my mother was being discharged either later that day or first thing this morning. Having then telephoned my brother he said my mother had actually been discharged first thing yesterday morning, ie she had been at home for many hours at the time of my call.

Anything else?

How much money needs to be spent for things like this to stop happening?

Story from NHS Choices

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