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Nobody answering podiatry phone booking service

Posted By Moon564

"Nobody answering podiatry phone booking service"

About: Dewsbury Health Centre / Podiatry

(as the patient),

I tried to call to make my podiatry appointment today for Dewsbury Health Centre and could only reach an answerphone telling me the service was unavailable.

The booking letter states you need to call between 9am & 3.30pm and you have a certain period in which to make your appointment. When I am calling within the specified times and required dates, it's incredibly frustrating that no one is around to take my call and I am no further forward.

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Responses

Response from Gemma Fowler, Integrated Governance Clinical Manager, Locala Community Partnerships 11 years ago
Gemma Fowler
Integrated Governance Clinical Manager,
Locala Community Partnerships

Submitted on 24/10/2012 at 10:15
Published on Care Opinion at 13:08

Dear Moon564

Thank you very much for posting this comment and I'm sorry that you appear to be having problems making an appointment. I have passed this information on to the service manager and will update you on here as soon as I have a response.

Thanks

Gemma

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Response from Gemma Fowler, Integrated Governance Clinical Manager, Locala Community Partnerships 11 years ago
We have made a change
Gemma Fowler
Integrated Governance Clinical Manager,
Locala Community Partnerships

Submitted on 24/10/2012 at 15:45
Published on Care Opinion at 15:46

Dear Moon564

This issue has now been investigated.

The phone was manned yesterday between the hours of 9am-3. 30pm and any messages that were left were responded to. However, further to your posting we now know that if a member of the public rings to make an appointment and the clerk is on the phone booking another appointment, the call goes straight to answering machine. As you highlight, the message callers heard informed them that there was no one available to take the call. As a result of your posting, the message has now been changed to reflect the fact that the caller is ringing at a particularly busy period and will now be left with the option of leaving a message so they can be called back or they could choose the option of ringing back later. It will not say that there is no one available to take the call.

I can understand how the message you heard could cause frustration and I apologise for any inconvenience this has caused you.

Thank you very much for taking the time to tell us about this issue which has now been resolved and will have improved the service for others.

Gemma

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