"Inability to get through to make an appointment"

About: Locala Community Partnerships CIC / Community diabetes service

(as a relative),

Tried for 4 days to get through to make an appointment, when the appointment was eventually made it was cancelled twice and now trying to get through again to make a THIRD appointment. This is in Huddersfield where the service has been given 'notice' that it isn't performing to the expected standard. How exactly do you expect patients, oh sorry, 'customers', to get their appointments if no one answers the phone? If someone works full-time, you cannot expect them to be on the phone all day on the off chance it is answered. 

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Response from Nigel Grimshaw, Customer Engagement Manager, Intergrated Adults, Locala Community Partnerships

Dear Huddersfield,

I am sorry to hear of the problems you have been having in trying to book an appointment and also that you have had previous appointments cancelled.

The service would like the opportunity to investigate what has happened, so they can put things right and make sure they learn and improve services for patients in the future. I would therefore ask that you contact our Customer Liaison Team on 0303 003 4529 followed by 'Option 1' and let them know the details of your problems.

I notice that your posting is under community diabetes. Follow up appointments for our diabetes services (such as DESMOND & DAFNE courses and the diabetes dietician) are made at our Dewsbury office. I am not aware of any problems with callers getting through to this office, therefore I would be keen for you to contact Customer Liaison so we are able to investigate this further.

In the meantime can I thank you for bringing this matter to our attention and for taking the time to make your posting.

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