"Anti Coagulant automated telephone system"

About: NHS Greater Glasgow & Clyde

(as a relative),

My brother was unable to attend an appointment last Friday due to another hospital appointment. He's had a stroke and finds the automated phone service quite difficult.

He called lots of times on Friday and gave up. I called lots of times on Monday and left three different messages stating my name, my brothers name and DOB and my contact number. The last message stated that my brother had missed an appointment and did not yet have a new appointment, could someone call me fairly urgently, I'm still waiting for someone to call me.

I felt incredibly frustrated at not being able to speak to someone to make an appointment, and the fact that no-one returned my call. I was also concerned about my brothers welfare and any implications of not getting his warfarin checks done.

Luckily my brother was able to source an anti coag clinic on Monday afternoon by going round places on foot.

From a patient or relative point of view this automated telephone service does not work. I'd like to know what the targets are in terms of time elapsed from leaving a message to getting a return call?

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Responses

Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for taking the time and trouble to provide your feedback.

I am sorry that this posting was not acknowledged at the time, we had a break in our use of Patient Opinion, but we have now resumed doing so, and I thought it was still important to acknowledge your posting. We do not have targets in relation to responding to telephone calls but obviously we try to do so as quickly as possible.

I am also very sorry that your brother had this experience and I will pass your comments to colleagues reponsible for the management of these services.

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