NHS Highland Urged to Address Confusing Mystery Calls

Concerns are mounting over a persistent issue involving mystery calls from NHS Highland, particularly from the number 01463 711130. Many patients report receiving calls from this number without any clear indication of who is calling or why. This lack of communication has led to confusion and frustration among recipients, highlighting a significant gap in the service’s approach to patient outreach.

Patients who receive a call from Raigmore Hospital or another NHS department often find themselves at a loss. A recorded message informs them that the number does not accept incoming calls, leaving many wondering about the purpose of the call. For those not expecting communication from the hospital, such a call can provoke anxiety, as it is not as simple as ignoring a telemarketer.

The NHS Highland website provides little clarity on the situation. It states: “You may receive an incoming call displayed as 01463 711130. This is a return call to you from switchboard or a department which you should answer. This number does not accept incoming calls so you cannot reach an operator or leave a message.” However, many patients report these calls come unexpectedly, creating additional confusion.

In personal experiences shared by patients, including those from columnist Colin Campbell, the process to ascertain the reason behind the call can be time-consuming and frustrating. Many have resorted to calling various departments in hopes of discovering why they were contacted. This not only wastes valuable hospital resources but also adds to the stress of patients who are already navigating health concerns.

Furthermore, some individuals may not be readily available to answer calls, particularly older adults who may not have their phones constantly at hand. Given the increasing reliance on mobile phones, NHS Highland management may assume that missed calls are not an issue. Yet, for those who do not keep their phones glued to their sides, this assumption is problematic.

The suggestion has been made that NHS Highland should implement a system where a voicemail or a follow-up text message is sent after an unsuccessful call. Such a measure could provide essential context and guidance on who to contact next. This would not only improve patient experience but also reflect a commitment to enhancing communication in a modern healthcare environment.

In a time when the health service faces numerous challenges, including overwhelming demand and funding constraints, resolving this relatively minor but impactful issue could significantly improve public perception and patient satisfaction. Addressing these communication gaps is crucial for building trust and ensuring that patients feel informed and supported during their healthcare journeys.

The NHS Highland management is encouraged to take immediate action to rectify this situation. Patients should not have to experience anxiety over unanswered calls from their healthcare providers. By implementing straightforward communication protocols, NHS Highland can enhance its service and reduce the burden on both patients and staff.