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Service difficult to access

Posted By watermn45

"Service difficult to access"

About: Sexual Health Services - North Staffordshire and Stoke-on-Trent (Open Clinic)

(as a service user),

It took over a week of trying to get through on the phones.  Sometimes it doesn't go through at all, sometimes you get put on hold for an hour and then it automatically hangs up, sometimes busy tone.

When I finally got through on their phone-line it cut out halfway. I thought they would make an effort to call back but never did. They told me a doctor would call me that day but they never did.

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Responses

Response from Julia Barraclough, Service Manager, North Staffordshire & Stoke on Trent Sexual Health & HIV Service, MPFT 2 years ago
Julia Barraclough
Service Manager, North Staffordshire & Stoke on Trent Sexual Health & HIV Service,
MPFT

Submitted on 23/11/2021 at 14:30
Published on Care Opinion at 14:30

picture of Julia Barraclough

Dear watermn45.

Thank you for taking the time to feedback on the service you received. I am really sorry to hear of the trouble you have been having with contacting our service and then with expecting a call and not receiving one. If you would like to contact me via email, with your name and contact details, I would be happy to ensure you are contacted as soon as possible. Our phone lines are extremely busy and due to the volume of calls we receive, unfortunately the phone system does reach capacity and cuts our patients off. We recognise this isn't satisfactory so are currently exploring ways to improve our telephone system.

Julia Barraclough - Service Manager

JuliaC.barraclough@mpft.nhs.uk

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