"Unable to get through to the hospital by phone"

About: Royal National Throat, Nose & Ear Hospital / Audiological medicine Surrey PCT

(as the patient),

As I am hearing impaired i cannot use rhe phone to make or query appointments so I have to get some one to do it for me. The number is usually engaged and if answered they are kept on hold for what seems like 20 minutes.

Is there an email contact addresss that can be used for appointments or an sms text way of communicating.. The whole procedure is very time consuming, expensive and frustrating.

I had an appointment this January and had to had a hearing test before I saw the consultant. i waited nearly an hour before I got my hearing test and I had taken time off work for my appointment - I was so stressed.

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Responses

Response from Julie Coombes, Communications Manager, Communications, Royal Free London NHS Foundation Trust

Thank you for your feedback. I am very sorry that you have experienced problems contacting us about your appointments and for the frustration and stress that this has caused you.

The hospital does have an email address for patients attending appointments at our hearing aid centre (rfh.hacrntne@nhs.net) and we are in the process of setting up an email address for the other services in our adult audiology centre.

Your comments have been passed on to senior managers in order to help us improve our services. If you would like to provide any further feedback please contact our patient advice and liaison service by email at rfh.pals@nhs.net or by SMS/text on 07624 803635.

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