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Impossible to get of anyone

Story from nhs.uk

"Impossible to get of anyone "

About: St Mary's Hospital

I have rang several times and been on hold for up to 2Hours!!!!! to then be cut off!!!!! I’ve rang today 5 times and had no luck I just need my prescription but it’s looking unlikely… and then when they tell me I’m

Not eligible for treatment because I’ve not lose weight but the meds I’m being given is to help that but I can’t get them! So what is the point!!!!! So frustrating. I shouldn’t have to be trying to speak to a human being for a prescription !!!! I’m just going to give up

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Responses

Response from St Mary's Hospital nearly 2 years ago
St Mary's Hospital

Submitted on 22/07/2022 at 15:11
Published on nhs.uk on 23/07/2022 at 09:23

Thank you for your feedback. We are sorry to learn that your experience in contacting the Women’s Outpatient Department at Saint Mary's Hospital has been 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. 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 PO22/0051 or by e-mailing pals@mft.nhs.uk. They will put you in contact with a senior member of the team to discuss your concerns.

Alison Haughton

Acting Chief Executive Officer

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