Unable to get through to hospital department

zaksmum

I've been trying for three days to get through on the phone to the audiology department at my local hospital. I have an NHS hearing aid that has completely packed in on me and though I also have a private aid, it is in for repair and I need the NHS one desperately right now.

When I call, the answerphone comes on no matter what time of the day I call. It gives options, and when I press the required one, it just repeats the options, time and time again.

If by some miracle I do get beyond that point, the phone is immediately put down at the other end.

I rang the main switchboard to ask them to connect me and they refused, saying audiology is overwhelmed with calls and there is no point having any calls waiting as they can't cope.

I rang them twice more explaining that I really do need to speak to them but they refuse to connect me.

It's very difficult to make phone calls when you are deaf and struggle to hear the person you are speaking to - at least the audiology answerphone is clearly enunciated.

Short of going to the hospital in person, what else can I do?:(

tea_lover

Is there a PALS department you could call? Tbh I've never found them that useful but I know others have had better luck with them.

Failing that, I'd be tempted to find a number for the Chief Exec and start calling him until someone sorts this out

You have my sympathy, I have similar issues with the hospital dept I need to call a lot and it's beyond frustrating.

Person_one

Switch would probably just put you through to the same broken answerphone anyway.

I'd be tempted to ring ENT, or outpatients, tell them that the number you have for audiology in't working and its an emergency, do they have an alternative number you can try?

You might have to go in person though, then write a complaint letter when your problem is sorted.

lostinrates

Pals are likely to try and help in this circumstance.

Loulou2010

There's not much they will do over the phone anyway. You will need to take it into audiology. Our repair clinic is a drop in one. It can take five mins or it can take an hr. If you're like me and can't manage without the its the only option

zaksmum

Thanks. Looks like I will have to go in then.

God help any elderly people who won't be able to do this though. The loss of a much needed hearing aid will further isolate and distress them.

Loulou2010

zaksmum wrote: »

Thanks. Looks like I will have to go in then.

God help any elderly people who won't be able to do this though. The loss of a much needed hearing aid will further isolate and distress them.

They can post them I believ or have someone drop them in and be posted back. Like most things these days they need to be plugged into a computer which will tell what the fault is. If it can't be fixed there and then they will give you a replacement aid which will need to be tuned into the right hearing levels

Better_Days

Go to your hospitals website and find the number for Pals - They are usually good at signposting when patients have problems.

There will also be links for making a complaint. I suggest that if you can do so via email and follow up with a letter to the Chair of the Board.

It may also be worth contacting your local Clinical Commissioning Group - if you google the name of the county you live in and 'clinical commissioning group' you should be able to find out which CCG is responsible for your area. The CCG is responsible for commissioning services so they need to be made aware that service levels are not being met.

VoiceAbility are a complaints advocacy service for individuals - they maybe worth a try if you are not getting anywhere.
http://www.voiceability.org/

Healthwatch take forward complaints made by groups - but if enough individuals complain about an aspect of service provision then they can take it up with the provider and/or commissioners.
http://www.healthwatch.co.uk/

Both VoiceAbility and Healthwatch will have a 'branch' local to your area/region.

Are there any support groups for vulnerable people in your area who could help you? Could you go to your GP and ask to be referred urgently to the clinic?

Mr_Toad

My mum's hearing aid packed in a few weeks ago.

Mum has a small book that they fill in every time she collects batteries. On the back of the book is a telephone number to call in the event of a repair being needed. It's a direct number to the people who do the repairs and not on the hospital switchboard.

I didn't know this at the time so I took hers in to the audiology department who said they'd get it repaired and that it could take up to a week. Three days later they phoned to say it was ready for collection. All things considered I thought it was an excellent service and very quick.

If you'd got through on the phone they'd have only told you to either take it in to audiology or post it off somewhere. If you'd dropped it off immediately you might have had it back in a few days.

Torry_Quine

I would say that a visit to the department would be needed whether you got through on the phone or not. You've just wasted time waiting to get through on the phone. It should be the same procedure as getting new batteries.

zaksmum

I've given up on the phone now which I suppose is what they wanted. It must ease their workload if they make it impossible for patients to get through on the phone.

I just didn't want to go all the way there and be told I can't be seen without an appointment which has happened more than once.

I'll go in tomorrow and just hope they will see me but will be making a complaint afterwards.