"Communication problem"

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 would like to thank you for you kind comments regarding the walk-in clinic. I am glad that you found the service fast and efficient.

We are sorry for your recent unsatisfactory experience when trying to contact our clinic at The Northern Contraception Sexual Health and HIV Service for your results.

A Senior Nurse has reviewed your comments and is sorry for your poor experience. We are continually reviewing the service to look at how we can make improvements for our patients, particularly in response to the concerns you have expressed. 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.

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 PO17/0160.