"Telephone access"

I previously left comment few months ago about trying access support for a friend. At the time it was recognised that the telephone system at Wakefield house wasn't fit for purpose. The head of service commented saying that expected upgrade of system be complete by end June.

Once again yesterday and today I have been trying get support for a friend. I am still experiencing issues with getting through to assessment and home treatment team. Last night I kept getting a recorded message, I have also tried couple occasions this evening, first time again recorded message, the second time it rang for while then the recorded message came on again. I was hoping as we are now a way through July that the issue would been sorted. It's incredibly frustrating trying access support for someone and not being able to.

My friend has tried to return calls to the team over the last week or so, but when they have rang they have just been told to call back later as relevant person wasn't available. When they have tried to call again later in day been greeted with the recording, which I have just experienced. Makes me wonder though are practitioners actually being told that service user has returned calls. As I know when my friend has rang they have told them to try again later. So I wonder how many people are calling and individual practitioners aren't even aware they have called. This could subsequently cause issues, as is it even documented on the system. My friend has been told in the past that every time practitioner tries ring it's documented. However is it documented each time a service user tries to return practioners calls? Just food for thought, if it isn't maybe it should be, to prevent blame being placed on service user.