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Hunt the patient!

Story from nhs.uk

"Hunt the patient!"

About: Royal Bolton Hospital

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A friend of mine went in for a day procedure and asked me to collect her at 3,00pm - she would phone me when ready.

At 5.00pm I was a little concerned that there had been no call.

I phoned the hospital, was spoken to by someone called 'operator' and gave my friends name.

'Operator' said that she was unable to find a Day patient by name and that we would have to play ' Guess the Ward".

Third time lucky (sorry to mither you, Daycare and S4) and 10 minutes later, I found out that she was OK, but that they were keeping her back to ensure that.

Playing a game is usually good fun, but not in this case!

Operator or system fault?

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Responses

Response from Royal Bolton Hospital 11 years ago
Royal Bolton Hospital

Submitted on 17/04/2013 at 17:27
Published on nhs.uk on 18/04/2013 at 05:15

I am very sorry to hear of your experience when calling the main number of the Royal Bolton Hospital. It is not normal practice for operators to respond in this way and the correct procedure should have been for them to transfer you to Patient Enquiries who have details of in-patients within the hospital. If you feel you would like to discuss this, please do not hesitate to contact me via the hospital switchboard on 01204 390390 so that I can investigate further.Carol Mather, Telecommunications and Customer Care Manager

Tel 01204 390990

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