"the lady who answered the phone was not polite"

About: Devon Access and Referral Team (DART) Torbay Hospital / Gynaecology

(as the patient),

The lady nurses that assisted the specialist were so friendly and did their best to make me feel as at ease as is possible in a difficult situation.

The only negative was the lady who answered the phone when I called about changing my appointment, she was blunt, rude and I felt that she behaved in a way that was completely unprofessional. She made me feel as though she was going out of her way to put me on a cancellation list as I requested an earlier appointment due to travel commitments.

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Response from Torbay and South Devon NHS Foundation Trust

Dear Patient

Thank you for taking the time to provide your feedback. We were pleased to read your comments about the nurses who assisted at your hospital appointment, but very sorry to hear of the experience you had when phoning to change your appointment. If you would like us to look into this issue in more detail, we would be grateful if you could please contact our Patient Advice and Liaison Service (PALS).

A PALS Officer is available in person, Monday to Friday, between 10. 00am and 2. 00pm. You can contact them by calling 01803 655838 or on our 24 hour freephone number 0800 02 82 037. They can also be contacted by Text Phone on 01803 654742, by FAX on 01803 617162, or via pals. sdhc@nhs. net (your email will go direct to our PALS Service).