"Phone queue for physio Reception"

About: Tameside General Hospital / Trauma and orthopaedics

(as the patient),

I started off in the queue for my call to be answered at position number 3, this went to number 2, then 5 minutes later I was told my position in the queue was now 3 again! Tthen another 5 minutes passed and I find myself at number 5 in the quue! This went all the way back to 4, 3, 2 to be number 1 in the queue after waiting 34 minutes to be at position number 1 in the queue, surely this meant I would be next. Nope, I then dropped to position number 2 in the queue!

I feel that this queue system is an absolute joke! I was given the option to leave a message but if they cannot answer calls in the appropriate order, then I have no faith in leaving a message and actually getting a call back! I am still holding going up and down the queue. Currently number 3! 40 minutes later!

I was so looking forward to having my call answered when I question why the queue system is so poor, but I suspect they wouldn't care and wouldn't apologise. Oh no, my call won't be answered after waiting for 40 minutes, I got a message saying we are busy and hung up! Nightmare!

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Responses

Response from John Goodenough, Director of Nursing, Tameside Hospital NHS Foundation Trust

Thank you for providing the Trust with your feedback and we are sorry to hear that your experience with the phone system was one which caused you a great inconvenience.

We would like to investigate this matter further and we would like you to contact the Trust to enable us to carry out a full investigation. Our contact details for the complaint department are 0161 922 6025.

Kind regards

John Goodenough

Director of Nursing

Would you like to help the hospital to improve its services further? We are currently looking for patients and carers to become involved in a development called “Patient Stories”. We want to know more about our services from the point of view of those who received them – what was good, bad, what could be improved, what should be changed. Want to know more about what’s involved? Please contact John Goodenough, Director of Nursing at

john.goodenough@tgh.nhs.uk

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