"review of pain clinic"

About: Montagu Hospital

I attend the pain clinic on a regular basis, The staff are fantasic, very helpful when needed and do an excellent job. The only concern is contacting them. on more than one occassion over the past 2 years I have been contacted by or when trying to contact the pain clinic reception find myself talking to the answerphone, which tells you the clinic opening times (usually when you are ringing) but when no-one answers it cuts to the answer phone. I have left several messages including one this week which has not been passed on, or replied to, leaving you to wonder if they actually have received the message. On one occasion I was contacted by the pschotherapist the day 2 days after I actually left a message to ask if I'd left another one... I'm not sure what is happening here but it has been going on for more than 2 years and needs rectifying soon as it is the only thing that lets what is otherwise an excellent service down.

Story from NHS Choices

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Response from Montagu Hospital

Dear NSH Choices contact, Thank you for your response and the overall positive message around your experience at the Pain Clinic at Mexborough Montagu. We are however concerned by the points you have raised around getting in touch with the clinic and would like to explore this further. As your post appears as anonymous, we would welcome you taking the time to contact our Patient Advise and Liaison Service (PALS) so that a memeber of the team can take your details and investigate your circumstances, whilst also ensuring that this system improves and you receive a phone call from someone asap. Obviously to do this we need to know your name so if you would contact PALS in confidence, we will look into this asap. PALS can be contacted on: Tel: 01302 553140 Freephone: 0800 028 8059 Minicom (Text Talk): 01302 553140 Email: pals.dbh@dbh.nhs.uk PALS staff will ensure that a response is made, whichever telephone number is used. Written communication can also be sent to: Patient Advice & Liaison Service Doncaster Royal Infirmary Armthorpe Road Doncaster DN2 5LT Thank you.

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