"Problems with appointment line"

I received a letter for my son for a review at the paediatric opthalmology clinic. When I received the confirmation letter the appointment was for a different clinician in a different setting. My son finds these review appointments very taxing and it has taken time to build trust and a relationship with the staff he sees at the Royal.

I contacted the appointment line to ask if the appointment could be changed to an appointment at the Royal with staff my son feels comfortable with. I was told no, they are behind and that he would be put back on the waiting list.

I understand that lists are behind and that review appointments are important. However my son would never be comfortable in an environment with a clinician he has not met before. I tried to explain that this appointment would not be successful because of this and that it is important to me that my son is comfortable and supported in a trusted environment.

I found the member of staff on the phone extremely rude, and they abruptly ended the call, with the outcome that my son will be put back on the waiting list. My son has been under the care of RVH paediatric ophthalmology since a baby and it is important to me that he continues to be seen in an environment that is comfortable and for him to be respected.