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Lack of access to service

Posted By julieter35

"Lack of access to service"

About: Dundee Health & Social Care Partnership

(as a service user),

Have tried for the past two days (at least 8 times) to make arrangements by phone for blood and urine tests with Dundee Community Care and Treatment Services, only to find each time I am between numbers 12 and 16 in the phone queue. This happened every time I called.

I am very disappointed to report such a poor service and would appreciate advice on how to better access this facility.

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Responses

Response from Clare Lewis-Robertson, Senior Officer, Business Planning and Information Governance, Dundee Health and Social Care Partnership, Dundee City Council 6 hours ago
We are preparing to make a change
Clare Lewis-Robertson
Senior Officer, Business Planning and Information Governance, Dundee Health and Social Care Partnership,
Dundee City Council

Submitted on 25/04/2025 at 11:04
Published on Care Opinion at 11:09

On behalf of the Dundee Treatment and Care Services we firstly wish to apologise for the inconvenience and frustration caused by these call delays. We wish to assure you that “poor service delivery” is not what we strive for and we are disheartened to hear the personable impact experienced. Unfortunately the situation has been unforeseen. I wish to provide assurance that the risk has been raised and documented and communicated within practice and we are working hard to seek resolution. The service has sought some additional temporary call handling support and is progressing recruitment to aid longer term solutions. We acknowledge that this intervention does not offer any reassurance in respect of quick fix assurances which we appreciate will remain frustrating for service users.

An additional route for communication would be to utilise the generic email address however we are acutely aware this route also incurs an administrative team member process therefore may also incur delays: TAY.cctsdundee@nhs.scot

We hope this provides some additional oversight to the service situation presented.

We thank you and value your feedback.

Kind regards,

Elizabeth Smith: Community Nurse Manager (Specialist Services).

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