"unacceptable"

Thank you for taking the time to write to us about your experience at Central Manchester University Hospitals via the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible.

We are sorry for your recent unsatisfactory experience when trying to telephone our clinic at The Northern Contraception Sexual Health and HIV Service.
A Senior Nurse has reviewed your comments and wishes to apologise for your poor experience when accessing our service.

The Northern Contraception Sexual Health and HIV team discuss patient feedback with all our teams including receptionists to address patient concerns and improve our service. The team have planned to undertake additional customer service training as we continually strive to improve the service we provide.

As the demand for our services is extremely high unfortunately this can lead to long waiting times both in clinic and on the phone. The frontline team ensure patients are fully aware of this with notices in our waiting rooms, information on our website and feedback from the clinicians in clinic at the time.
Our new website includes all the latest information regarding opening times and includes alternative clinics that you can also attend as we are a citywide service.
http://www.thenorthernsexualhealth.co.uk/

After consideration of this response you may wish to provide more detail which will allow us carry out a complete investigation, we can then look into the specifics of your situation which will also give us the opportunity to learn from your experience and improve our services. If you would like to do this then please do not hesitate to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk.