Unable to get through to hospital department

mountainofdebt

Zaksmum

I was in a similar situation with a dept at our local hospital.

I phoned their compliants line and the matter was sorted almost immediately.

Savvy_Sue

Mr_Toad wrote: »

Why would they need to see you it's the hearing aid that's broken, not you.

If it's anything like our local hospital all you need do is drop the hearing aid off at the audiology reception and they'll send it for repair. You'll be in and out in 10 minutes!

Surely it depends what's wrong with the aid? Last time I had one go kaput on me, they swapped it for a new one (same model) on the spot, BUT it then had to be set up for me.

Now, the drop-in-and-wait service is for new tubes and minor repairs. If you need a 'tweak', you're supposed to phone for an appointment. However, until they have seen the aid, how is the patient supposed to know if it's going need a tweak, or not?

zaksmum, obvious question but have you checked your tubes aren't blocked?

fluffnutter

zaksmum wrote: »

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.(

Hospital switchboard operators are the new GP's receptionist. I think they exist to be as awkward as possible. I phoned a while back because I'd arranged to pick up my friend after her operation but she'd neglected to tell me where to find her. I phoned the switchboard to ask whereabouts day surgery cases were discharged from and she shrieked with mocking laughter and told me 'How on earth should I know??'.

Talk to PALS. Or can you email? Write? I know writing will take forever, but it might be your only chance of getting through to someone. If you have a good relationship with your GP, you could ask them to try on your behalf.

Mr_Toad

Savvy_Sue wrote: »

Surely it depends what's wrong with the aid? Last time I had one go kaput on me, they swapped it for a new one (same model) on the spot, BUT it then had to be set up for me.

Now, the drop-in-and-wait service is for new tubes and minor repairs. If you need a 'tweak', you're supposed to phone for an appointment. However, until they have seen the aid, how is the patient supposed to know if it's going need a tweak, or not?

zaksmum, obvious question but have you checked your tubes aren't blocked?

Exactly. If the aid is broken they can't possibly know if a tweak is needed until it's fixed.

I think the key difference is the distinction between;

Broken - won't turn on and is completely dead.

Working but not right - needs setting up or tweaking.

The former doesn't need an initial appointment but might need one later, the latter does require an appointment.

I'm a systems analyst and I've spent my working life designing and building computer systems, including the some NHS systems, and a good system is all about work flow and efficiency, however, users will always find a way of using the 'system' to restrict work flow.

The cynic in me has witnessed how some clinics use the unnecessary 'appointment' as a method of controlling numbers. With a drop in clinic you have no idea how many are going to drop in, however, if you instigate a system whereby people need to call for an appointment you have that control.

What is really frustrating for me is the post implementation review of a system where we go in and monitor it in action. It can be soul destroying to see how the users have found ways of slowing things down and often senior managers aren't interested because for them it's all about numbers and targets and slowing the work flow means targets are easier to hit so a blind eye is turned. This is not just an NHS problem, it happens in many industries.

It should be about how we make the customers life better but in reality what they want is to make their working life easier. :mad: