Sexual Health (Locala)

Hello , To help us understand your feedback further please contact our Patient Liaison Team.
By telephone on 0303 003 4529 followed by option 2. The lines are open Monday to Friday 9am to 4pm (except Bank Holidays). We also have a 24 hour answering machine service so please don’t hesitate to leave a message and one of the team will contact you as soon as we can.
Or by email on enquiry@locala.org.uk

Thank you
Emma

Thank you for leaving this fabulous feedback!
Service user experience matters to us a lot - we hope that your comments help other people living locally to feel confident with our services if they have not visited us before :)

Emma

I am so sorry to hear that you haven't been able to get through on the phone. I will feed this back to the team. I do know there have been some issues recently with the telephone system and they have been trying to rectify this. I hope that next time you try you will find there has been an improvement.
Best wishes
Sarah

Hello,
Thank you for taking the time to feedback to us. We are sorry that your experience when using our service was frustrating.
We would like to gather more information from you to help us investigate further and prevent this happening again.
We have listened to your feedback and introduced some new signs at Princess Royal Hospital to inform service users where the toilets are. We appreciate that this should have been clear. Sorry.
Please contact me by email - emma.boyes@locala.org.uk
If you can send me your contact number I will give you a ring to gather more details
Again, thank you,
Emma

Hello
Thank you for your feedback we are 100% committed to hearing patient experiences and welcome suggestions for improving our service where possible. We do acknowledge that the waiting times can be long & frustrating when attending our Queue and Wait sessions. It is difficult for us to keep everyone in the loop in terms of how long they will have to wait, as a lot of our clinicians have different skills so it does depend on which team members are working and how many of them there are in a clinic.

We do look at our service regularly to try and meet the needs of those attending, it isn’t easy to make it accessible for everyone, all the time so we apologise for this. We are trying our best! Thank you for acknowledging that the staff are lovely. we will pass this on to the team and their managers.

If you have not managed to get in to the service for the support you need then please let us have a contact number for you and we will do what we can to assist. My email address
emma.boyes@locala.org.uk

Thank you
Emma (Engagement Manager)

We are more than happy for you to use another name when you attend clinic, all that we would ask is that you always use the same name on every occasion so that we can ensure that the medical records we hold for you are correct and consistent. If you don’t want to use your own name, you can advise the receptionist of this on arrival, or when handing your form back to them, and we can register you on our system as the name you want to be known as.

We do of course encourage everyone to use their own name, as our clinical system is private and confidential, therefore no one outside of the service can view the information that you share with us, unless we feel that you would be at risk of any harm if we didn’t share with other professionals. This should have been explained to you during your visit and I would offer my apologies if this wasn’t the case. Following your feedback we have reminded staff that clients can register under a different name with the service.

I am very sorry to hear of your experience and would like to offer my apologies for any upset this may have caused. I would very much like to investigate your concerns further and would therefore be grateful if you could contact the Customer Liaison Team on 0303 003 4529 (option 1). In the meantime, the Team Leader for the Sexual Health service is to speak with all Receptionists and remind them of the standards of customer service and courtesy that should be provided to all callers.

I would like to thank you for taking the time to make your posting so that we get chance to improve the service for all future clients.