"Confusing automated phone system"

About: Whiston Hospital / Clinical haematology

(as the patient),

The Coagulation clinic at Whiston Hospitals check INR results as marked on yellow card with the date the next test is required.

I find that telephoning the blood test number (2443162) gets an automated reply to take the details which leaves me confused as to whether my message has been accepted and confirmed or not.

The actual service performed by the Phlebotomy department is excellent. They are cheerful, helpful and efficient. This is not really a complaint- just a comment that might enable the service to be improved.

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Response from Yinmoi Price, Patient Experience and Engagement Lead, St Helens and Knowsley NHS Trust We are preparing to make a change

"Dear Centre960

Thank you for taking the time to contact us with your comments. Your feedback is always welcome and valued as an opportunity to understand patient needs, and where possible to make improvements.

The Phlebotomy Service which you mention is not run by Whiston Hospital, it is provided as a community service in Knowsley. I have spoken to the staff lead for the service who apologised and explained that at the moment they are not able to return all telephone calls. However, they are hoping to provide a more patient friendly telephone service in the near future so that you will be able to speak to someone rather than just leave a message. In the meantime they have said they will try to make the existing phone message clearer. If you would like to discuss this further please contact their Patient Advice & Liaison team (PALS) on 0151 244 3454 who will contact the Phlebotomy Service. "

Kind regards

Patient Experience & Engagement Lead

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