"Bowel Cancer Screening Programme helpline -..."

About: St Marks Hospital (Harrow) St Marks Hospital (Harrow) Harrow HA1 3UJ

Posted via nhs.uk 6 years ago

This review concerns the Freephone Helpline of the London Bowel Cancer Screening Programme. It is supposed to be staffed daily from 9 to 5, but in practice it isn't.
It is difficult to get to speak to someone on the helpline at the best of times. Today there is no answer on any of the 4 options offered. Nor does the system accept voicemail messages, and there is no message to say why the Helpline is. Not much point of a Freephone Helpline if there is no one at the other end of it?

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London North West University Healthcare NHS Trust

Submitted on 11/03/2019 at 12:51

Published on Care Opinion at 13:07

Dear Sir/Madam
I am very sorry to learn of the difficulties you have encountered when contacting the London Bowel Cancer Screening Programme.
The London Bowel Cancer Screening Programme Hub operates a Freephone helpline between the hours of 0900hrs to 1700hrs Monday to Friday (Closed Saturday, Sunday & Bank Holidays).
Recently, there has been a significant increase in the number of telephone calls received on the Freephone helpline, which has resulted in delays in responding to some telephone calls in a timely manner.
We apologise for any undue distress these delay may cause to our callers, and we are working to resolve the issue by recruiting additional staff to support the busy periods.
Where callers experience delays with our response times or are unable to get through to us, an email can also be sent to us on the generic email account: LNWH-tr.BCSP@nhs.net.
If you require any further assistance, please do not hesitate to contact our PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net so that we can follow this up on your behalf.
Kind Regards
Genevieve Ojadi
Patient Liaison Manager

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