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Keeps saying the line is busy or no one is available

Posted By Seagullchicks

"Keeps saying the line is busy or no one is available"

About: NHS Lothian / Covid 19 Vaccination Programme

(as a service user),

Recieved a letter offering me an appointment for the RSV vaccine in West Lothian which I would like to take. However, changing the appointment to a date that suits me is problematic. I’ve tried calling the NHS Lothian enquiries line (number on the letter) at least 12 times at various times of the day to no avail. Just keeps saying the line is busy or no one is available. 

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Responses

Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 11 months ago
Mariska Vernon-Stroud
Patient Experience Team Lead, Patient Experience Team,
NHS Lothian

I gather feedback from patients to recognise good practise and supporting improving services in NHS Lothian.

Submitted on 30/07/2024 at 15:23
Published on Care Opinion at 15:23

Dear Seagullchicks,

Thank you for sharing your experience and letting us know about the difficulties contacting the Lothian Vaccination Enquiry Line. Please see the below response from the service.

‘We apologise for the delay caused to callers. We have experienced a technical issue with our vaccination enquiry line. Our teams have worked hard with BT to resolve the problem and the line is now operational, however due to the build-up of calls during the error we are experiencing longer wait times than usual. We understand that many patients are eager to speak with us, however patients will experience a shorter wait time if they call back later in the day or tomorrow. Phone lines are open 9am-12.30pm and 1-4pm. Thank you for your patience and understanding as we work through this backlog.’

My apologies for any inconvenience or stress this has caused.

Best wishes,

Mariska

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