"not impressed"

About: Axminster Hospital

What I liked

just wanting opening hours to visit a friend could find no details on the internet said ring the hospital, so I rang the hospital. REception not open in the week this was a saturday, so I press 1 to connect with the ward, the phone just rang and rang and then it basically went dead. Not impressed.

What could be improved

Up to date details of visiting hours for Axminster Hospital. I do not live in the county and I have never visited the hospital. A friend was admitted to the Hospital, so I contact the Hospital on the Saturday as the website says for times of visiting hours I rang the number given. Reception was closed for the weekend. Message said press 1 for MortonWard which I did. Phone just rang and rang then it basically went dead. Why are the visiting times not published on the internet? And why the need to contact the ward when all I want is very basic information?

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Response from Jayne Kruszewski, Customer Relations Manager, Northern Devon Healthcare NHS Trust

Dear Anonymous

Thank you for taking the time to post your comments on the website, I do apologise for such a late reply, however we have now put a system in place to prevent this happening again.

Both the hospital matron and myself are really sorry you had such a difficult time finding out the hospitals visiting times and I fully understand how frustrating this must have been for you at the time. Having accessed the Trusts website I can see that whilst the hospital information is available visiting times are not clearly displayed. Following you raising this important issue the matron has contacted the communication team, and they are now looking into how the information can be improved.

As Axminster Hospital is a community hospital the only service that works at the weekend is the ward service, so all calls are routinely directed to the ward at the weekend. I do apologise your call was not answered, and can only assume that staff were busy looking after patients, however the matron informs me she will speak with the Business Manager to see if they can get the answer phone message to state the visiting hours to assist visitors.

Both the matron and myself would like to apologise for the inconvenience you experienced, and thank you for your comments which have enabled us to make changes to improve the services at the hospital.


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