"Poor Communcation and Telephone Line"

I received an appointment letter and needed to change the date and time. The appointment letter has The Trusts’ universal Contact Centre phone number on, but they don’t handle appointments for the Eye Centre. Then called the Uveitis Booking Team but it turns out my particular Consultant’s appointments can only be booked via his secretary on her direct landline. As she was on holiday, I was unable to do anything about this appointment, and no other secretary could help. Also never receive appointment letters or able to get through on the phone. A shame because the care provided by staff is outstanding but let down by the phone service.

If The Trusts Contact Centre cannot book appointments for BMEC then a team of operators/call handlers should be set up with one generic phone number as opposed to individual consultants having different phone numbers.