"Frustrations with the appointments system"

About: Shropshire Community Health NHS Trust / Podiatry Shropshire County PCT / Podiatry

(as the patient),

I can't get through to the appointments system. The main switchboard just put me through to anyone. The appts line is given, but does not seem to get answered.

The appointments line then put me through direct to the doctor's secretary- which can't be right- and never get answered.

When I get through, I felt that the response was also inadequate, since the least they could do is re-confirm the direct number we are supposed to ring for the foot clinic.

I think this is a very inadequate system. Lets go back to appointment card with next appointment date agreed and shown.

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Response from Soma Moulik, PALS/FOI/Complaints Manager, Shropshire Community Health NHS Trust

Dear Steve

Please accept our apologies for the delay in responding to your feedback. Due to a technical issue, the Trust was not alerted to your story until yesterday.

I am really sorry to learn of the difficulties that you have experienced when trying to reach the appointment system. I am not entirely clear from your story whether the difficulties you had experienced is in relation to acccessing Podiatry service or the foot clinic. Podiatry service is provided by Shropshire Community Health NHS Trust and all appointments are made directly by the service, we do not have a separate appointments department. However, if your concern relates to accessing the foot clinic, then this is not provided by us but by the Shrewsbury and Telford Hospital NHS Trust (SATH). Though you mentioned foot clinic in your story but as this has been brought to our attention (the Community Trust) I will be extremely grateful if you could clarify which service you are referring to please? This will enable the appropriate Trust to respond to your feedback.

Can I take this opportunity to thank you for taking the time to give us your feedback. Look forward to hearing from you with further clarification.

Kind regards

Soma Moulik

PALS/FOI Manager

Shropshire Community Health NHS Trust

Tel: 01743 277689/0800 032 1107

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