‘ NO ONE PICKS UP THE PHONE’
Anger and confusion over phonelines as appointment letters begin
ELDERLY patients have been battling to get through to the NHS as they try to track down a flu jab.
As appointment letters for the vaccination begin to trickle through to those in and around Glasgow, a number of pensioners have reported difficulty in reaching someone at the other end of the phone.
Each letter features a helpline, which has been described as “constantly busy”, and a “dead” landline which offers an automated reply redirecting callers to the initial helpline number.
Sean Clerkin, campaign co- ordinator for the Scottish Tenants Organisation, said: “I’ve had a number of people who are up in arms complaining about the flu jab.
“For most people it’s going to be three to five weeks before they can get the jab, and they’re saying that’s unacceptable, especially for those with underlying health conditions.
“What’s really frustrating is, when you call, you cannot get through. The 0800 number is constantly busy and the landline number you’re given is dead. It says the NHS no longer uses this number – so what do you do?”
Pensioners are attempting to get in touch for a myriad of reasons – from needing to reschedule an appointment to requesting a new one after a letter arrived too late for them to attend a vaccination session and have described it as “incredibly frustrating”.
One patient, who asked not to be named, said: “I received a letter from NHS Scotland on Friday, October 16, advising me of an appointment for the flu jab on Thursday, October 15, at 4.55 pm – the day before.
“Since then I have called the number on the letter to arrange another appointment at least 200 times. The line has been constantly engaged.”
The frustrated man tried calling the 0800 number listed on the NHS Inform website and – after multiple attempts – did manage to get through to an operator.
However, he was advised the staff there cannot rearrange appointments and he must continue to try the number on the letter, leaving him “back at square one”.
A spokeswoman for NHS Greater Glasgow and Clyde ( NHSGGC) previously explained an increase in the uptake for the flu jab of almost 50% and a “significant extension” to the vaccine programme was causing phone lines to be busier than normal.
The health board insists the timing of the flu season varies each year but usually commences later in December or in the New Year, followed by two to three months of flu transmission.
Although it takes around two weeks to make a response to the vaccine, it claims immunisation before the end of December should provide protection, although the aim is to immunise as early as possible.
NHSGGC revealed over the weekend it was on track to ensure all vaccinations were completed by December.
She said: “The majority of letters for this group have already been sent and for some of our HSCP areas, most people in this age group have already received their vaccination.
“We have prioritised the older age group of 65+ along with those who are at risk ahead of the new cohort of 55- 64 years of age. This is to ensure that all those who need it most, will have access to an appointment and the opportunity to be vaccinated before the start of flu season.
“As the largest health board in Scotland, we are planning to vaccinate in excess of 400,000 people, and in order for us to do so, we need to put measures in place to roll- out the programme on a phased basis and ensure vaccination is safe and in line with Covid- 19 restrictions.
“We, like other boards, are using a national immunisation system, which was established for other mass immunisation programmes.
“We opted for this system so that members of the public would receive an appointment date and time in their letter, rather than simply a request to contact the board to arrange their appointment.
“We are committed to ensuring that all of those who are eligible will receive their vaccination and I would personally like to provide reassurance to members of the public that they will receive their appointments in the coming weeks.
“We have already seen thousands people being vaccinated at our new community vaccination hubs and our team members look forward to welcoming many more in the weeks to come.”
Meanwhile, NHS Lanarkshire has since been forced to apologise for those who couldn’t get through as well as those who had received appointment letters days after the inoculation was supposed to take place.
Dr Mark Russell, associate medical director, said: “There have been a number of challenges with delivering this year’s flu programme and we are working to rectify these.
“This is a new way of working for everyone involved and we are learning and adapting our processes as we move forward.
“We are appealing for your patience and understanding and we would like to reassure everyone that staff are working hard to make sure everyone gets their vaccination as soon and as safely as possible.”