"once i was put through to the department a good..."

About: Royal Free Hospital

What could be improved

this is not so much as a complaint but a comment, today i called the hospital at about 9.10 to find out about an appointment i have at the royal free, i was answered very quickly by the switchboard lady, she was ever so helpful but at the same time i found her very intrusive, i asked for the EMG department to check an appointment, I was not prepared to be asked by her why i needed the appointment, i told her it was a long standing back issue to which she told me "i know, i suffer from the same thing" she then asked me what the symptoms were, stupidly i answered her, this led to a five minute conversation, in the end i had to stop her and politely say can you please just put me through i am sorry but i find this totally unacceptable when i am sure the staff who answer the telephone only need to know what department i need to speak to with that she did and the gentleman who answered my call in EMG dealt with the call in less then 1 minute, so having been on the telephone for 6 minutes i only needed to spend 1 minutes worth of call costs.

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Responses

Response from Royal Free Hospital

Thank you for taking the time to give us your feedback. We're sorry that you felt the conversation was intrusive. We have sent your comments to the switchboard manager and this will be followed up. If you would like to talk to someone further about this, please contact out Patient Advice and Liaison Service: http://tinyurl.com/87ln6pa

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