"Calls going unanswered"

Dear Mary2022, thank you for your feedback. We were sorry to learn that your experience in the Women’s Outpatient Department at Saint Mary's Hospital was a disappointing and frustrating experience for you. I have discussed these events with the Matron for Gynaecology and the Deputy Directorate Manager who were both very sorry to hear of your experience.

The Division of Gynaecology currently has significant administrative staffing pressures across the Gynaecology administrative service which has resulted in a reduction of staff available to answer the phones. A new telephone system has recently been implemented which is designed to allow patients to choose the exact area in which they need to make contact, however with the current staffing gaps in the service we are not able to answer all calls that we receive as efficiently as we would normally aim for. When the new telephone system was implemented, it was agreed the opening hours would be identified however, no voicemail would be available as often all messages could not be responded to in a timely manner due to high volume of calls that we receive.

Saint Mary’s MCS appreciate that this is an issue within the service currently and are working hard to rectify this situation and improve the way in which patients can communicate with the Trust.

It is challenging to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686, referencing PO20/0137 or by e-mailing pals@mft.nhs.uk. We will put you in contact with a senior member of the team to discuss your concerns.

Alison Haughton
Acting Chief Executive Officer
Saint Mary's Hospital Managed Clinical Services.