"Norwich icash"

About: Contraception and Sexual Health (ICaSH)

(as the patient),

I think the phone service is awful. I was on hold for 15 minutes having the number of people in front of me in the queue counted down and then as I got to the front, a message states they are too busy and to phone back later. This happened 3 times! Almost an HOUR on hold getting no-where. When I did finally manage to get through, all appointments were booked up and as they only let you book up to 48 hours in advance I had to go through the same process the next morning. The receptionist seemed aware of the issues but was obviously unable to do anything. What is the point of creating an integrated service to ease pressure on GP's when it does not work and I then had to book with my GP in the end anyway.

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Response from Jennie Russell, Associate Director of Nursing, Cambridgeshire Community Services NHS Trust

Thank you for your feedback which is very valuable to us. I am very sorry you have had cause to complain and that your experience of our service fell short of your expectations. In response to patient feedback, the Norwich service has increased the number of staff taking patient calls where possible and in particular at peak times, such as mornings and after weekends. The 48 hour booking system is in line with Department of Health access requirements, and alongside bookable appointments we offer daily sit and wait clinics which mean patients can wait to be seen without booking.

Patients can chose to access sexual health services directly or via their GP, whichever they prefer. When you telephone the 0300 number and choose Norwich as your preferred clinic, there is also an option to leave a message for a specialist sexual health advisor to call you back should your query be urgent.

Once again, thank you very much for your feedback, which will be shared with the clinic team to help improve services for patients.

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