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Reception staff

Posted By HangingOnTheTelephone

"Reception staff"

About: Highly Specialist Services / Sheffield adult autism and neurodevelopmental services (SAANS)

(as a service user),

Called to confirm an appointment later that day because hadn't received a letter about it or a response to the phone message I'd left a few days prior, the receptionist kept interrupting me and wouldn't let me finish asking my question (which is particularly bad for a service dealing with autistic patients as when interrupted I lose track of what I'm saying), then hung up on me and set my number to go straight to answering machine. I later got a call back from the staff member my appointment was with confirming that I did indeed have an appointment that day, but was less able to communicate during it due to the stress of the earlier phone interaction.

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Responses

Response from Donna Prescott, Business Manager, SAANS, Sheffield Health and Social Care 4 years ago
Donna Prescott
Business Manager, SAANS,
Sheffield Health and Social Care

Submitted on 26/02/2020 at 10:43
Published on Care Opinion at 11:27

Firstly I would like to apologise that you unfortunately did not receive a letter confirming your appointment to the service. The normal practice is that once you have confirmed an appointment a letter is sent out on the day the appointment has been confirmed. I will look into this and check if an appointment letter was posted out to you. I apologise if the admin hung up on you, all admin staff are very experienced and have worked within the SAANS team for a number of years. The phones do switch to the answering machine if all staff are on the phones at any one time, the answering machine is then check regularly throughout the day. I am pleased that you did get a phone call back from the admin team confirming the appointment for that day. If you wish to speak to me further please do not hesitate to contact me.

Kind Regards

Donna Prescott

Acting Manager

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