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Care Opinion

Answering telephones

Posted By mikers35

"Answering telephones"

About: HIV North Staffordshire and Stoke on Trent

(as a service user),

For nearly 40 minutes trying to get through to see a consultant that I need to see due to medical conditions  I ended up hanging up and having to go into clinic to get a response from them, even though they are advising patients not to attend due to covid-19.

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Responses

Response from Julia Barraclough, Service Manager, North Staffordshire & Stoke on Trent Sexual Health & HIV Service, MPFT nearly 2 years ago
We are preparing to make a change
Julia Barraclough
Service Manager, North Staffordshire & Stoke on Trent Sexual Health & HIV Service,
MPFT

Submitted on 09/05/2022 at 21:01
Published on Care Opinion on 10/05/2022 at 09:37

picture of Julia Barraclough

Dear mikers35.

Thank you for taking the time to provide feedback on the telephone service. I would like to apologise for the difficulties you experienced with getting through on the telephone in order to book an appointment. We are experiencing exceptionally high call volumes at the moment which is impacting on the quality of the telephone service we are providing.

Please be assured we are looking at improving our telephone service by increasing the number of staff we have answering telephones as well as an enhanced system that enables patients to know which queue position they are in.

In the meantime, if you do experience any further issues with contacting the service, please do not hesitate to contact me and I will ensure a member of the team rings you back.

Julia Barraclough - Service Manager

Email: juliac.barraclough@mpft.nhs.uk

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