"I am always connected to an answer phone"

About: Adult community services / Stoma prescription service

(as a service user),

I do not generally have any problems with the stoma prescription service – the only niggle I have is that whenever I call them I am always connected to an answer phone. The people who provide the service always call back to acknowledge they have received the request for more supplies but I would still prefer to speak to someone in the first instance.

Last week was the first time when I did not get a call back so I then had to call the pharmacy to check that they had received my order (which they had).

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Responses

Response from Kerry Hollingworth, Corporate Affairs Officer, The Rotherham NHS Foundation Trust

Dear Crawler951, thank you for your posting on Patient Opinion, we really appreciate your feedback on the Stoma Prescription Service.

We do appreciate how frustrating it can be to hear an answer phone message. Unfortunately the telephones are always busy as we have almost 2,000 people who use our service. When you hear the answerphone it means we are already taking a call, as you correctly say if you leave a message asking us to call you we will ring you back. With regard to your call last week; I’m not sure why your call wasn’t returned as usual but please accept our apologies for this. Sometimes we do experience problems returning calls as patients phone lines can be engaged, in these cases our priority is to process the prescription request and ensure supplies are on their way.

Alternatively you can use the online ordering facility which enables you to request your prescription by email. If you would like to try this option please let us know and we will provide you with a security password. Again, apologies for not returning your call on this occasion, to prevent this from occurring again we have amended our answerphone message to provide a clearer explanation as to how we process messages left.

With best wishes,

Kerry

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