Chapel Allerton Hospital
Chapeltown Road, Leeds, West Yorkshire, LS7 4SAContact details and Patient Advice and Liaison Service (PALS)
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Review titled Good luck ever getting your call answered
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2022
Rang today as my partner is due for surgery within the next few weeks. However we are yet to get his appointment through. Called the outpatients team and waited 45 minutes in line to speak to the advisor. Explained the situation and she said she would pass me straight through to the booking team. That I won’t have to wait, I’ll be straight through. Got passed through and the automated messsage said I was call no 1 in the queue. Waited a further 10 minutes for the automated message to say there was nobody to take my call, try again later. It then hung up. Rather than waiting another 45 minutes (if not longer now) in the queue for the same to happen, I called orthopedics directly (the surgery is for my partner’s hip). I explained I’d already waited and had been hung up on, and didn’t want to have to go through all that again. She immediately sent me through to the original booking team I’d rang. I rang back to explain she’d sent me through to the wrong department and a man answered. Told me it was the only number available and that everyone else had to queue for their appointments too. I tried to explain the situation (extremely upset at this point for everyone wasting time), for him to ignore me and mid sentence just put me back through to the original phone line again. I rang him back saying that I had clearly told him I didn’t want to be referred to that number, and wanted to go directly to the appointment team instead. He asked me questions I’d already answered and then just kept saying there was no other number. Very frustrated by this point I said there was clearly another department, as the original lady had put me through, but there were clearly insufficient staff to actually answer. He says ‘are you going to listen to me now?’ And I said that he should drop the attitude. He puts me through to his ‘colleague’ who didn’t even work at chapel allerton, who then was like ‘oh I’ll put you through to chapel allerton’. On that transfer, the phone just rang dead and literally nobody ever answered. It would honestly be quicker to drive to the hospital (an hour and a bit away) and track the team down myself. Maybe instead of a single line for ‘outpatients’ you should create specific lines for different surgeries or different queries. We shouldn’t have to constantly go to round in circles due to staff incompetencies. It’s like everyone gives you the runaround because they either don’t know/don’t listen, can’t be bothered or that they just want to waste as much time as possible.
Visited Don't know on September 2022
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Information supplied by Leeds Teaching Hospitals NHS Trust