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Care Opinion

Appauling

Story from nhs.uk

"Appauling"

About: Pilgrim Hospital

What I liked

Ante-natal reception: I have just been trying to get through to speak to someone and I waited 29 mins & 47 seconds before abandoning the call. Last week it was 12 mins 13 seconds which I thought was bad enough. Some may ask why I waited that long and to be honest I wouldn't usuallly be so persistant, however I am awaiting an appointment for a scan which must be done by 4 Jan, hence the urgency.

Absolutely appauling.

JG

What could be improved

Someone should have answered the call.

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Responses

Response from Jennie Negus, Head of Patient Experience, United Lincolnshire Hospitals NHS Trust 11 years ago
Jennie Negus
Head of Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 08/01/2013 at 15:19
Published on Care Opinion at 17:43

picture of Jennie Negus

I am so sorry to read about your experience; you are right; these are not the standards we expect. I have passed this onto the antenatal team and will come back to you when I get feedback. Please accept my sincere apologies - I can fully appreciate your frustration.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Jennie Negus, Head of Patient Experience, United Lincolnshire Hospitals NHS Trust 11 years ago
Jennie Negus
Head of Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 29/01/2013 at 16:26
Published on Care Opinion at 16:28

picture of Jennie Negus

Hello again; as promised I have discussed this with the ante-natal clinic administrative staff and they have asked that I pass on their sincere apologies. Our services are currently under review and as part of this we are looking at the phone service currently being provided; which we know, from your experience needs improvement. In particular we are looking at other IT methods and the times our phones are covered in the hope of a much improved service to support the significant increase of phone calls to our teams and particularly during peak times. Thank you again for leaving your feedback; please be assured that it is valuable to us and if you suffer any similar problems then please let us know.

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Response from Pilgrim Hospital 11 years ago
Pilgrim Hospital

Submitted on 19/04/2013 at 15:36
Published on nhs.uk on 20/04/2013 at 05:15

Hello again; as promised I have discussed this with the ante-natal clinic administrative staff and they have asked that I pass on their sincere apologies. Our services are currently under review and as part of this we are looking at the phone service currently being provided; which we know, from your experience needs improvement. In particular we are looking at other IT methods and the times our phones are covered in the hope of a much improved service to support the significant increase of phone calls to our teams and particularly during peak times. Thank you again for leaving your feedback; please be assured that it is valuable to us and if you suffer any similar problems then please let us know.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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