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The number provided by my GP rings out

Posted By Romajaro

"The number provided by my GP rings out"

About: Ayrshire Central Hospital / X-rays & Scans

(as a service user),

I have tried since 9.30am to make an appointment for a chest X-ray.  I have called the number provided by my GP and it rings out for a while then goes to voicemail and I am told that the call cannot be taken and I can’t leave a message.  How do you get an appointment.  The same thing happens when I try the Crosshouse Hospital number.  I am frustrated and annoyed.  If this is the level of communication before I even get started on the correct pathway I am not confident things will go well.  The switchboard operator advised they sometimes don’t answer on a Friday.  They had no idea why.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 4 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 04/06/2019 at 11:39
Published on Care Opinion at 11:39

picture of Eunice Goodwin

Dear Romajaro,

I am really sorry for your frustration and our lack of response to your calls. I really do know how it feels when we cant get through on the phone (whatever it is we are calling about).

There are a few things I would like to do for you. I am not sure if you have by now managed to arrange your appointment but in case you haven't, here are two numbers for Ayrshire Central X-Ray department which I have been assured will be answered between the hours of 8.45 am and 4.30 pm' except over lunch, rest breaks and Saturday/Sunday, as there is no-one to replace the receptionist over breaks.

- 01294 323189

- 01294 322006

I have passed this post to the managers of this area and I am sure they will look into this. In order to do so fully, it would be really helpful for us to know when you tried to contact us so we can identify the gaps. If you are willing, could you make a note of when you made unsuccessful calls and let me know either by phone call on 01563 826222 or email at Eunice.goodwin@aapct.scot.nhs.uk.

I asked about the Friday and no response, but this should not be the case unless they are already on a call or on their break.

I also wonder if the number you were given is correct. If it is not, we can rectify that at the GP practice easily enough.

Thank you for raising this with us. If there is something we need to do to alleviate this situation, your help will be invaluable.

I hope you have got your appointment now and that everything else does go smoothly.

Should you contact me, can you please quote 662933?

Thank you and best wishes,

Eunice

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