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Hopeless telephone Contact number

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"Hopeless telephone Contact number"

Generally I find the clinic to run fairly well.

However, I have suffered great frustration with the 01772 777600 telephone number today.

I needed to contact the centre on a Thursday morning, when the centre is open for blood tests (I know this because I had only just left the centre 10 mins before).

I tried to contact the 777600 number and was put on automatic hold for approx. 5 mins., after which time the system cut the call off.

I called a further 3 times and was cut off again after waiting 5 mins.

30 mins later I was still unable to get through to anyone!!

This is a disgraceful service and needs to be sorted out.

There were two staff members on the reception desk when I left the centre yet no-one was available to pick up the telephone in more than 20 mins!

The whole point of the call was to try to change my next appointment time, and living more than 20 miles away I can't simply call in to do this.

With no other contact number I have no way of sorting this without the confidence that someone is there to answer the telephone.

Disgracefu, Minerva Centre, please deal with this issue, for patient's sake.

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Responses

Response from Minerva Health Centre 6 years ago
Minerva Health Centre

Submitted on 10/10/2017 at 14:39
Published on nhs.uk on 11/10/2017 at 11:43

Thank you for taking the time to provide this feedback, we take all service user feedback very seriously and wherever possible use this information to improve our patient experience.

We are reviewing the telephony system at the Minerva Health Centre with the IT department to understand why the calls were not completed.

Unfortunately at present we are experiencing a reduction in staffing levels at the Minerva HC and this has impacted on our ability to respond to calls in a timely manner.

Although two members of the reception staff were on duty they are not always able to answer calls immediately if they are dealing with a patient face to face.

We are reviewing the option to re-direct the telephones from the reception desk to another department when there is a high demand of patients attending the clinic. Again, thank you for taking the time to feedback and we hope you are reassured that we are addressing this.

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