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Impossible to get in touch!

Story from nhs.uk

"Impossible to get in touch!"

I have tried contacting the ADHD team based at Keegan Court multiple times over a few weeks and have been on hold for over 40 minutes each time and then the phone line just drops! It seriously needs fixing especially when I am calling to arrange prescriptions. I live in Sunderland and the Gateshead clinic is the closest clinic in the north east meaning I need to drive 35 minutes to Gateshead to find out if my prescription is ready or not because they can’t answer their phones. Absolutely failing everyone who comes through this service. There will be some kind of excuse from the NHS that they are underfunded and understaffed. Not good enough.

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Responses

Response from Adult Adhd and Asd 12 months ago
Adult Adhd and Asd

Submitted on 25/10/2024 at 08:41
Published on nhs.uk at 08:41

We are sorry you've had a difficult time contacting one of our services. We never want this to be the case and we are always working towards services that offer the best experience possible for the people accessing them.

The Adult ADHD service based at Keegan court is aware of the concerns regarding communication via the telephone lines. The service has reviewed the lines and there is no fault to be located on the telephone lines. Unfortunately, the main reason for the inability to contact the team to discuss any concerns is due to demand. The service is under unprecedented pressure, which has been increased due to the national medication shortages which in turn has seen an increase in calls into the service daily. These concerns have been raised at executive level.

Plans moving forward:

The service has received additional support to employ two call handlers, and the appointed staff will be in post towards the end of November 2024, this will allow designated call handlers to manage calls into the service.

There is also an email address where communications can be forwarded and action by the clinical team. This is ADHD@cntw.nhs.uk

All calls and emails are added to the centralised clinical inbox and picked up for action in order they are received.

Again we are really sorry you have had this experience and we thank you for letting us know about it.

Best wishes

Paul - Adult ADHD Clinical Manager

Paul - Feedback and Outcomes Lead

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