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Care Opinion

Get rid of your call centre.

Story from nhs.uk

"Get rid of your call centre."

The recent changes to the phone system are terrible. Now that your put thru to a call centre its bad. The call operators sound un-trained and come across as dismissive. There is no "personal" empathy when calling them and they usually end up putting you thru to a voicemail number - so even if its urgent you never get to speak to anybody anyway. Disgusting. It was better when you had the personal touch of the receptionist at the front desk that actually knew you!!

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Responses

Response from The Bedale Centre 6 years ago
The Bedale Centre

Submitted on 20/04/2018 at 12:09
Published on nhs.uk at 13:07

Dear Sir/Madam

Firstly I apologise for the experience that you have had and have taken the time to inform us of in writing. The new telephone system is still in development and we aim to continue to make changes and improvements. Your comments are valuable in forward planning for further training for the staff.

I am happy if you wish to discuss the concerns you have raised and if this is something you would like to take forward please do contact me on 01243 623400.

We always aim to provide a high standard of care however at times this may not be the case. In these circumstances we want to learn from our mistakes, improve our care and treatment for the people that come into contact with our services.

Judith Bazeley

Service Manager’

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