"Great service. Terrible communication"

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 accessing 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. We are continually reviewing the service to look at how we can improve the experience for our patients, particularly in response to the concerns you have expressed.

The Matron for the service has explained that to ensure patients receive their results as soon as possible the service sends out text messages once results are available. However we are very sorry that you were left feeling anxious as this was certainly not our intention. The staff at the clinic would like to assure you that they understand the importance of arranging an appointment for patients when they call and the Senior Nurse will put emphasis on staff ensuring the phone in the clinic is answered in a timely fashion.

It is difficult to respond in full to your concerns without more detail but please be assured that the issues you have detailed have been taken seriously. Once again we apologise for the difficulties you had when accessing our service.

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 quoting reference number PO17/0152.