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Would have more patience if there was honesty on phone

Posted By PaulsTB

"Would have more patience if there was honesty on phone"

About: Western Health & Social Care Trust / Urgent Care

(as the patient),

I called at 1.30pm as I suddenly developed an ear infection with severe pain and fluid/blood coming out of my ear. 

I was advised they were busy and it would take up to 2 hours for a call back. I called again at 4.30 and was told it was actually 4 hours waiting time.

Still no call by 7.30 (6 hours later) so I called again in case my name slipped through the cracks and was told it was a 7 hour wait time by a staff member who was quite rude to me. 

9pm and still no call back. 

This service may be busy due to GP shortage and winter bugs but those of us waiting for a call back might have more patience if there was honesty from the staff on the phone and expectations were managed properly.  It’s very frustrating and even more so when feeling unwell. 

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Responses

Response from Deborah Ward, General Manager western urgent care, Western Urgent Care, Western Health & Social Care Trust 4 months ago
Deborah Ward
General Manager western urgent care, Western Urgent Care,
Western Health & Social Care Trust

Submitted on 03/01/2025 at 11:43
Published on Care Opinion at 11:43

Hello PaulsTB,

We are always disappointed when Patients don't receive the service which they expect and which we strive to deliver.

We are sorry to hear that your experience of our service was not a positive one.

We have experienced a high volume of calls during the holiday period and at times this has meant that it has taken us longer than we would like to triage some calls. All our calls are triaged based upon how clinically urgent they are and that may mean any routine calls may take us longer to triage.

If you could kindly contact our General Manager - Deborahm.ward@westerntrust.hscni.net with further details we will be able to review details of your contact with us. All our telephone calls are recorded and we will be able to review your call with our colleague.

Thank you for taking the time to share some of the details about your recent experience of our service.

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