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The phones are always busy

Posted By lupusyx34

"The phones are always busy"

About: WestMARC (West of Scotland Mobility and Rehabilitation Centre)

(as a service user),

I tried to get through to WestMARK for four days to get my son's wheelchair mended. My son has cerebral palsy and is dependent on the chair to get around, as the footplates would not stay in place his legs were hanging down unsupported. 

The first time I called the phone went through to an answer phone, I left a message as requested, unfortunately I missed the call back. So,  back to calling and trying to get through again and again. I managed to get through after 4 days of trying at different times of the day and now have an appointment to have the chair fixed.

When I did get through and explained to the person that I had tried so many times to get through they said how busy they were, in which case  WestMark perhaps need to think about how they cope with the demand for their service.

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Responses

Response from Heather Richardson, Interim General Manager, Emergency & Acute Medicine, NHS Greater Glasgow & Clyde 5 years ago
Heather Richardson
Interim General Manager, Emergency & Acute Medicine,
NHS Greater Glasgow & Clyde

Submitted on 13/08/2018 at 16:52
Published on Care Opinion on 14/08/2018 at 09:24

Dear lupusyx34,

Thank you very much for posting your story on Care Opinion. Please accept my apologise for the challenges you have been having in getting through the team. This time of year is our busiest time of year and as you have noted above this means that we can be pushed to deal with our calls as they come in. We have recognized that with annual leave etc that we are not functioning at full capacity and we have been in the process of recruiting to make sure that we can deal with our peak periods better in the future. This recruitment should make a difference in how timely your calls/ queries are answered.

If you would like to discuss this in further detail, please feel free to contact me using my phone number below.

Kind Regards

Heather McIntosh

Operational Services Manager

WestMARC | West of Scotland Mobility and Rehabilitation Service

0141 201 2392

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