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Staff answering telephone enquiries need more...

Story from nhs.uk

"Staff answering telephone enquiries need more..."

About: Essex County Hospital

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My elderly Mother received a letter with an appointment to attend a clinic to have surgery associated with cancer surgery. Since she was given an appointment at her recent attendance at the hospital and this was a different date and time she telephoned and spoke to a lady who was very short with her. This was the hospitals error and it involves cancer treatment and an elderly lady, although the staff should be courteous to patients at all times.

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Responses

Response from Essex County Hospital 10 years ago
Essex County Hospital

Submitted on 02/09/2013 at 10:43
Published on nhs.uk on 03/09/2013 at 04:00

I apologise you’ve not had a good patient experience. We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers. We would like the opportunity to discuss your experiences more fully and to apologise in person. If you are willing I would appreciate it if I could ask the matron to contact you. Could you email me, using the reference “RDEEB-Essex County Hospital at 13/05/2013 12:42:36 ”, please? Many thanks -- Paul Searle, Head of Communications Colchester Hospital University NHS Foundation Trust info@colchesterhospital.nhs.uk

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