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Assessment and home treatment team - Warrington

Posted By theVster

"Assessment and home treatment team - Warrington"

About: North West Boroughs Healthcare NHS Foundation Trust

(as the patient),

I attempted to contact the assessment home treatment team on Friday evening, as I needed support. It was within the teams operating hours, I rang 4 times between the time of 7-7. 25pm. On each occasion the phone line rang fair number of times with no response.

After my 4th attempt of lines ringing out before hearing a pre recording, I gave up trying to seek support. I would be interested to know the extent of this problem and how many other people are having difficulty accessing support at the time they need it most.

As for me personally I have encountered the issue of being unable to get through on several occasions over the last few months. As a result my health has suffered.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from North West Boroughs Healthcare Trust Complaints Department, Complaints, PALS & Compliments Officer, North West Boroughs Healthcare NHS Foundation Trust 8 years ago
North West Boroughs Healthcare Trust Complaints Department
Complaints, PALS & Compliments Officer,
North West Boroughs Healthcare NHS Foundation Trust

Submitted on 10/04/2017 at 14:30
Published on Care Opinion at 16:21

Dear thevstar

Thank you for the taking the time to post your comments, my name is

Katherine Earlam, I am a PALS officer for the Trust.

I am very sorry to hear of your experiences of the assessment team and how you were unable to contact them.

I would like to assure you that this is not the level of service we expect as a Trust and I would like the opportunity to discuss this with you in more detail so that I can help resolve your concerns. Could you please contact me on:

Number: 01925 664450

E-mail: 5BP.PALS@5bp.nhs.uk

Hours of work this week: 9.00 am – 5.00 pm

Once again I would like to thank you for taking the time to tell us about your experience. We value your feedback as this will help us to improve our services for other people in the future

Kind regards

Response from North West Boroughs Healthcare Trust Complaints Department, Complaints, PALS & Compliments Officer, North West Boroughs Healthcare NHS Foundation Trust 8 years ago
North West Boroughs Healthcare Trust Complaints Department
Complaints, PALS & Compliments Officer,
North West Boroughs Healthcare NHS Foundation Trust

Submitted on 25/04/2017 at 13:02
Published on Care Opinion at 14:45

Dear Vster

Thanks so much for taking the time to post your experiences on patient opinion web site. Clearly this wasn’t a good experience for you and I’m sorry that you were left feeling annoyed and let down. We have been experiencing problems with the telephone system at Wakefield House and have received similar complaints from service users and carers. We have used this service user and carer feedback to escalate the matter internally. I am pleased to inform you that the Trust as recognised the telephone system isn’t fit for purpose and is investing in a new telephone system. I am pleased to be able to tell you Wakefield House is the highest priority so installation of the new system will happen at Wakefield House before any other site across the Trust. The new telephone system will introduce multiple functionality enabling additional services such as queue management amongst others. I am informed by our Health Informatics team that Wakefield House installations should be completed by June 2017.

Once again many thanks for taking the time to tell us your story. Your feedback can and does make a difference

Regards

Julie Clarke

Head of Service, Urgent Response, Warrington

North West Boroughs Healthcare NHS Foundation Trust

Tel: 01925 664097

Email: julie.clarke2@nwbh.nhs.uk

Web: www.nwbh.nhs.uk

Update posted by theVster (the patient)

Just wondering if could give me update on phone update system. As still having issues as stated above when trying access the service. So I am wondering if there has been delay in upgrade of phone system.

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