"Telephone etiquette when answering calls from relatives"

I attempted to call Ward 5 at Dr Grays Hospital, and am appalled and more than a little concerned at the manner in which my call was dealt with - or not dealt with should I say.

Obviously busy, but the call was eventually answered with a  hello, the staff member's first name and no ward number. Then the phone was laid aside.

The member of staff then proceeded to speak to someone else on another phone regarding staffing - I heard the entire conversation.

The member of staff then spoke to someone in person about a lady going home - I heard that her family were collecting her at 5 pm.

I am totally appalled by this. As a healthcare professional myself, I know this is not normal behaviour when answering a telephone call, regardless of how busy or short staffed they may be.

At no time should any person, other than a member of staff, be able to hear 2 different conversations regarding staffing and worse yet, regarding a patient’s discharge.

Further training in handling phone calls and confidentiality of patient information is required as a matter of urgency, in my opinion.