"frustrating to contact the right repartment"

About: Cossham Hospital

What could be improved

Today (27/09/12) I received a letter from the NHS Trust informing me about an MRI appointment next month and requesting for me to confirm my attendance by calling the number given and leaving a message on an answer phone (01173403779).

Please note the following:

- The number provided is continuously engaged and there is no option to leave a message as stated on the letter

- On the internet I found several other numbers, including the switchboard one. They tried to connect my call unsuccessfully and gave me another number (01173403969) which was engaged all the time.

- Baring in mind that I had an MRI scan, I called the Physio department and they were not surprised to receive my call, but were rather frustrated telling me that they had received other calls wanting to confirm appointments for MRI scans and that that was not the right number. They kindly connected me to a man that not only told me that my appointment was not at the time given in the letter but neither was it at Cossham, it was for the Frenchay Hospital (?).

All in all it has taken me 40 minutes to get to this information and I still do not have the correct number to contact in case I need to cancel the appointment.

Please review the header of the letters you send out and make sure the information is accurate to avoid people chasing invisible lines and people for such a long time.

Thank you in advance and kind regards.

Anything else?

The appointment has not yet taken place and its for the neurology department (no option given to choose these on the top of the screen)

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Response from Cossham Hospital

Dear rthen - please accept my apologies that you experienced such poor service and had difficulties in contacting the correct department. This is clearly not the service we would wish for any of our patients. I have noted the number provided is incorrect, clear information was not available via the internet, incorrect information about where to attend was provided. All this information has been passed on to the Neurology department for them to take appropriate action and correct the details on the letter head and on the website.

I hope, should you have occasion to contact the hospitals at North Bristol NHS Trust again, you will receive better service and an improved service.

Thank you for taking the time and trouble to alert us to the problems you experienced.

Kind Regards - Steve Sykes

Advice and Complaints Team

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