"friendly ,understanding and responsive staff"

What I liked

The friendliness of the staff that man the choose and book service and their speed at always getting back to me about my questions I have left on their answerphone,they seem to understand the pain and worry patients are experiencing.

What could be improved

There were problems with accessibility to the number when I first rang and it took 50 minutes to get through but this was a technical fault. It was frustrating when I got through to an answermachine during the open hours but in all fairness staff got back to me within 24 hours,if this could be made clear on the machine message I think it would reassure patients and help manage expectations perhaps?