St Mary's Hospital

Thank you for taking the time to feedback and I am sorry that you had difficulty accessing us by telephone. Our phone lines are very busy, particularly at certain times of the day. It is worth calling us back at a different time of day to when you first tried to see if this helps. We have also had some unavoidable intermittent staffing shortages (some related to COVID) which has affected some days in recent months. Where we have known issues that may affect patients getting through by phone we will update on our social media channels and provide alternative options where possible. We will shortly be moving to a new telephony system which should allow us to manage calls better at our busier times and we will be relaunching online booking for some of our clinics to provide an alternative to phoning in. We hope these things will improve the service we can offer.

Sorry to hear you struggled to get through to speak to a member of our team on the telephone. We have been impacted by covid-19 staff absences which has meant we have had less staff answering calls.. This pressure should ease over the coming weeks.

Thank you for your kind words. I am glad you were pleased with our service. I have passed your comment about the phones to the service manager for action. Best wishes, Hugh Jones, Patient Experience Manager

Thank you for your feedback and we are pleased your visit experience was positive. We have discussed your feedback about confidentiality when booking in using your full name at the reception desk. In future we can ask for confirmation of appointment time and first name and then full name and date of birth will be confirmed in the clinic room.