"Saving Time, Money and Frustration"

Hi, The NHS is brilliant, I am so grateful for the care it provides.

It would be even better if someone in IT could fix the automated reminder messages sent via phone about upcoming appointments. They still say, for the Royal Infirmary, that the appointment is a telephone appointment, even when it isn't. My husband missed a lung appointment several months ago, as he received one of these reminders. His Consultant took the time to phone him that same afternoon, and a further physical appointment was made for a few months later.

He then received a follow up letter to say it was a telephone appointment! His Consultant told him to disregard any letter or message that said this, and to make sure to attend in person. I phoned and spoke to the secretary, and also the records office who send out the letters. Everyone was aware this was happening, but no-one could fix it.  Apparently it was put in place during COVID, and can't be fixed. 

This results in missed appointments, perhaps for serious illnesses, frustration for patients, staff, and wasted time and resources. His follow up appointment is soon, and again the text message says it's a telephone appointment. PLEASE can someone in IT sort this! We are rightly told missed appointments cost money, and rightly told NHS staff should never be verbally abused. It must drive staff nuts.

If you can't fix it, can yo at least switch off reminders? We should all be helping our wonderful NHS staff give a great service, not burdening them and patients with this daft, inefficient, costly maladministration. Thanks for all you do, and the vast majority of things you get right.