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Do you people ever answer the phone?

Story from nhs.uk

"Do you people ever answer the phone?"

Tried all morning to phone this place on behalf of my wife............I'm really glad it wasnt something that needed immediate attention..............Considering they deal with people with mental health problems....they really should answer the phone every time

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Responses

Response from Aire Court Community Unit 8 years ago
Aire Court Community Unit

Submitted on 16/11/2015 at 11:13
Published on nhs.uk on 17/11/2015 at 01:31

Thank you for taking the time to share your story on NHS Choices. I am disappointed to hear about your experience and it appears that you have been left feeling angry and frustrated. That is definitely not the experience we would want people who access our services to feel.

We do fully recognise that the telephones at Aire Court are an on-going issue.

There are currently two reception staff on duty who not only answer the telephones but meet and greet visitors to the unit.

This can often cause delays in answering the telephones.

All of these issues have been raised and there is currently an administrative review being carried out.

Please be assured that we are working together to look at ways of improving this current issue.

Kind regards

Clare Blackburn

PALS, Complaints & Claims Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Clare Blackburn, PALS, Complaints & Claims Manager, Leeds and York NHS Partnership NHS Foundation Trust 8 years ago
Clare Blackburn
PALS, Complaints & Claims Manager,
Leeds and York NHS Partnership NHS Foundation Trust

Submitted on 16/11/2015 at 11:14
Published on Care Opinion at 13:56

Dear Anonymous

Thank you for taking the time to share your story on Patient Opinion. I am disappointed to hear about your experience and it appears that you have been left feeling angry and frustrated. That is definitely not the experience we would want people who access our services to feel.

We do fully recognise that the telephones at Aire Court are an on-going issue. There are currently two reception staff on duty who not only answer the telephones but meet and greet visitors to the unit. This can often cause delays in answering the telephones. All of these issues have been raised and there is currently an administrative review being carried out. Please be assured that we are working together to look at ways of improving this current issue.

Kind regards

Clare Blackburn

PALS, Complaints & Claims Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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