"Do not bother phoning"

About: Sexual health services Sexual health services Manchester M13 9WL

Posted via nhs.uk 6 years ago

I have been trying to book an appointment for half a month, no answer whatsoever. Great, I need my coil removed in the next 2 months and your reception team refuse to pick up the phone no matter when I try to call. You said you take feedback seriously, yet you are yet to improve a thing... I cannot go to the walk in centre I live far away and work weekdays. How am I supposed to get my appointment? What about online booking, I don't know, at least we should see that you are doing something. Your team does not need any more training on customer services, I am sure they know how to pick up the phone and talk, which is basically what they are not doing. I will fill in a formal complaint if I am still unable to get an appointment in the next week.

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Manchester University NHS Foundation Trust

Submitted on 18/09/2017 at 08:28

Published on Care Opinion at 11:20

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 have recently experienced a severe staffing shortage which has led to an increase in the time taken to answer the telephones. This is unacceptable and we are working with our telecommunications team to look at solutions, for example, a message to let patients know we are aware they are trying to get through, with an option of leaving a message which will be picked up that day.
We are also imminently introducing online booking of appointments which we are confident will improve the experience for patients accessing the service.
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/ We update our website on a regular basis and encourage patients to use the 'our clinics' section for our opening times, any late notice changes are noted on the websites front page.

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 PO17/0158.

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Manchester Royal Infirmary

Submitted on 18/09/2017 at 08:29

Published on nhs.uk on 21/03/2019 at 13:06

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 have recently experienced a severe staffing shortage which has led to an increase in the time taken to answer the telephones. This is unacceptable and we are working with our telecommunications team to look at solutions, for example, a message to let patients know we are aware they are trying to get through, with an option of leaving a message which will be picked up that day.
We are also imminently introducing online booking of appointments which we are confident will improve the experience for patients accessing the service.
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/ We update our website on a regular basis and encourage patients to use the 'our clinics' section for our opening times, any late notice changes are noted on the websites front page.
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 PO17/0158.
The Patient Experience Team.

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Do not bother phoning

"Do not bother phoning"

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