Blimmin' rude customer service practice.

[Cockney_si]

Yesterday my mum had a fall whilst out shopping, my brother told me this today, he'd got a phone call from the ambulance man that was taking her to hospital.

Today my brother text me to say that she was in hospital and the operation went well. Hospital not allowed to say over the phone what the operation was.

Number from the hospital was witheld, no details of what hospital she was in or what ward, just in which town it was in.

I phoned earlier, when said I was her son the woman in a said, well I phoned her son earllier ane he said he couldn't visit.

Errr, Yeah, I'm her other son, my brother has no transport and don't know where the hospital is or what ward my mum is on.

Eventually I left my mobile number and the nurse on the ward phoned me and let me speak to my mum, who'd broken her hip and had to have it pinned.

Apparently it is not common practice to have more than one son.

[bednobs]

well that's because neither you or your mum are a customer!

[bednobs]

hope she's better soon

[Cockney_si]

What made it worse, at one point there was someone else in the background laughing and joking and the woman had to tell them to be quiet as she was on the phone.

[bednobs]

why is that worse?
I appreciate you are worried about her, but i don't get what they did wrong - they called the next of kin to let them know, don't really know what else they could do

[stokemaveric]

they are a hospital not a family re-union service...

[joko]

i agree... how is that rude? ... she just told you she had notified her next of kin - your brother.

[joko]

i agree also - they are not a shop you are not a 'customer' ...they are a hospital and are doing their job

[gness]

Phoned the hospital once to ask how my husband was. I was refused information because his wife was sitting by his bed so who was I. His second wife was my reply and would they ask the first wife if she would like to call in for a drink on her way home. Silence.

[stokemaveric]

some people want their ar**s wiping for them...

[DTCwordfan]

and dettol applied too.

[NOX]

I think it's rude. There's nothing to matter with good practice in dealing with the public even if technically you're not a 'customer'- although since we all pay into the NHS I'd argue that point. Any fool should have realised that your mother could have more than one child, and that just because one couldn't visit doesn't mean another couldn't. As for people laughing so loudly in the background they have to be told to be quiet when you're calling about a sick relative then I think that's bad practice too. A little common sense and civility goes a long way in any sphere.

[DTCwordfan]

gness, that story, unfortunately, is funny

[gness]

Unfortunately?

[DTCwordfan]

a great reply but why did they just assume.....

[gness]

Ah. I see. Lack of info gness. OH was having dialysis on a new ward that I had yet to annoy. His son, my stepson, took his mum, OH`s first wife with whom I was very friendly to visit. Son I suppose was saying Mum and Dad so they assumed.

[DTCwordfan]

the fog lifts - shame the mizzle around here won't - we have it very thick and humid out there tonight.....

[gness]

Good. Forget people aren`t aware of family ins and outs on here. Two friendly wives often led to confusion. She sent me a lovely birthday card and my speech about her at OH`s funeral raised a few eyebrows. Beautiful eve here.
Sorry cockney. Don`t get two wives or that will confuse your hospital and best wishes to your mother.

[boxtops]

I suspect this is to do with confidentiality - you could have been anyone ringing up, they have to be so careful these days in divulging patient information.

[DTCwordfan]

I had wife one and wife two supposedly, though the marriage was never consummated on two - (thank God) - just an in-house joke. But seriously how would the NHS handle a Muslim family or do they all bomb down the Cromwell Road in London to the private hospital there?

[DTCwordfan]

Oh my goodness, gness, you have given me a great idea for a fun thread over the weekend................