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lack of courtesy when phoning

Story from nhs.uk

"lack of courtesy when phoning"

About: Stepping Hill Hospital

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my sister in law was admitted over a week ago and on my first visit it took me nearly half an hour to find her ward [E3] lack of signing and nobody around to ask. It took 7 mns to buzz me into the ward. When I rang some days later to enquire how she was the person on the ward phone answered with yes & no with very little interest in their voice and stated they had just come on so had to go. They made me feel like a nuisance for ringing. Not a good start for me.

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Responses

Response from Cath Marsland, Head of Risk and Patient and Customer Services, Stockport NHS Foundation Trust 10 years ago
Cath Marsland
Head of Risk and Patient and Customer Services,
Stockport NHS Foundation Trust

Submitted on 20/06/2013 at 16:27
Published on Care Opinion at 16:55

Thank you for taking the time to post this response and I apologise for your experience, we encourage staff to be courteous at all times whether talking to someone in person or on the phone. Signage is curerntly being reviewed within the hospital and I will feedback your comments regarding this to the relevant department

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Response from Stepping Hill Hospital 8 years ago
Stepping Hill Hospital

Submitted on 11/12/2015 at 15:55
Published on nhs.uk on 12/12/2015 at 01:31

Thank you for your comments.

I sincerely apologise that these were not been responded to in a timely manner.

This was due to lack of administrative support at the time which has now been rectified.

I would like to reassure you however that your comments were forwarded to the appropriate teams for them to reflect and learn from your experience so that improvements could be made in the services we offer.

Kind regards

Patient and Customer Services Manager

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