"The phoneline is usually engaged"

About: Adult community services / Stoma prescription service

(as a relative),

I'm a relative who uses the Stoma Presciption service for my mother who has early-stage Alzheimers.

My Verdict: - Service punctuality/timeliness, very good. Delivery of ordered goods 24hrs to 48hrs after placing order, very reassuring. You speak to competent call handlers, some Stoma trained.

My only one issue is that the phoneline is usually engaged (it's a very busy service) however, there is the option to leave a message on their answer machine, either a call-back request or the list of your requested items. Understandably, I'm sure that most elderly people, who use this service and live on their own, will only speak directly to a person rather than leave a message, hence, why the line is usually very busy with repeated call attempts.

I greeted the introduction of the Stoma Prescription service with great scepticism but after using it for over a year I'm overall happy with the service. Thank You!

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Responses

Response from Kerry Hollingworth, Corporate Affairs Officer, The Rotherham NHS Foundation Trust We are preparing to make a change

Dear LittleHelper, thank you for your posting on Patient Opinion, we really appreciate your feedback on the Stoma Prescription Service. We are pleased to hear that you have found the service to be very good in terms on timeliness and reassuring with the delivery of goods.

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, and you are correct about repeated call attempts. Unfortunately when people repeatedly hang up without leaving a message our telephone system records each attempt which can clog the phone line further.

However we are currently reviewing the way we organise our workload and we hope to implement an overflow telephone line enabling the team to pick up more calls.

Your feedback and thanks will be passed on to the staff concerned,

With best wishes,

Kerry

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