Maghull Health Centre apologises to patients and announces repla

Bill Esterson

 

Liverpool Community Health NHS Trust has this week written to Sefton Central Labour MP Bill Esterson to apologise to patients who have experienced problems accessing Maghull Health Centre via their telephone system.

Bill was contacted by patients of the health centre who complained that when they tried to make an appointment using the specially created health centre phone number, they were automatically placed on hold before seemingly being cut off after some minutes.

After the complaint was raised, Maghull Health Centre chiefs immediately announced they would replace the phone system.

In a letter to the MP, Liverpool Community Health (LCH) NHS Trust chief executive Bernie Cuthel said: "Firstly may I express my sincerest apologies to yourself and our patients who have experienced problems in accessing our health centre via the telephone system, particularly during peak operating hours.

"As a Trust we value the quality of care we deliver for our patients and clearly this seemingly simple problem has caused an unacceptable level of concern for staff and patients at the health centre.

"The Trust will be implementing an interim solution immediately to provide an automated message to callers when the lines are busy. Following this we plan to fully upgrade the telephone system at a number of locations that are currently isolated from the main LCH system. This will allow caller to be transferred to our other centre if lines at Maghull are busy.

"I can only apologise for the problems and can assure you that I am committed to ensuring this situation is resolved quickly and effectively."

Bill Esterson said praised Liverpool Community Health's prompt action.

Bill said: "LCH have listened and not only taken swift action to resolve the problem, but also taken steps to make improvements to the system.

"I thank them for reacting so promptly to their patients' concerns."

 

* The problem with the phone system was restricted to Maghull Health Centre and not Westway Medical Centre.