"Won't use this service again"

Thank you for taking the time to write to us about your experience at Central Manchester University Hospitals via the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible.

We are sorry for your recent unsatisfactory experience when trying to contact The Northern Contraception Sexual Health and HIV Service for your test results.

A Senior Nurse has reviewed your comments and wishes to apologise for your poor experience when trying to access our service. We are continually reviewing the service to look at how we can improve the experience for our patients particularly in response to the concerns you have expressed. We have recently experienced a severe staffing shortage which led to an increase in the time taken to answer the telephones. This is unacceptable and we are working with our telecommunications team to look at solutions, for example, a message to let patients know we are aware they are trying to get through, with an option of leaving a message which will be picked up that day.

The staff at the clinic would like to assure you that they understand the importance of patients receiving their results in a timely manner. The services Senior Nurse will put renewed emphasis on ensuring the phone in the clinic is answered in a timely fashion. Once again we apologise for the difficulties you had when accessing our service.

After consideration of this response you may wish to provide more detail which will allow us carry out a full investigation and look into the specifics of your case. If you would like to do this then please do not hesitate to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO17/0180.