"Eventually managed to get an appointment booked"

When I eventually managed to get an appointment booked in, the experience of having my coil replaced was (despite being very nervous) far less stressful than I was anticipating.

The professional who removed my old coil and replaced it was very knowledgeable - clear about the procedure and sure to check in that I understood and & whether I had any questions. She told me what she was doing throughout the whole procedure and I trusted her. The member of staff supporting her was also excellent, she made me feel very at ease and was friendly and supportive - even offering for me to squeeze her hand. She even managed to make me smile despite the situation! I was very grateful they were the people who my appointment was booked with.

Unfortunately, the lead up to my appointment wasn't such a good experience.

I originally attempted to book in with a nurse at my local GP, and was told this service was no longer offered and I had to go to the Sexual Health Clinic. This filled me with quite a large amount of anxiety. I generally get quite anxious booking appointments on the phone for many things, but particularly health-related issues. It had already taken me some time to go to the GP.

I called the clinic for the the first time 3 days later around 3pm and was told I needed to have a phone consultation for a coil fitting, so would have to call back the next day, as all of the phone appointments were full that day. This put me off and again increased my anxiety. So I didn't call the clinic again until over two weeks later.

This time, when I called it was around 11am in the morning and again I was told there were no appointments, so I would have to call back.

I called again 5 days later just after 10am and was told there were no appointments left and to call first thing at 9.15am when the phone lines first open.

I called three times the next day, three times I was on hold, then the phone would ring until it cut off.

I called again (twice) 6 days later, twice I was put on hold, twice the phone rang until it cut me off.

Finally, I called the next day, twice, the first time I was on hold and then cut off and the second time I got through and was able to be added to a list for a phone consult.

Thankfully I was offered an appointment to have my coil replace the following week.

I am in a position where I work from home half of the week, so was able to make these calls privately, but being on hold for long periods and meant I couldn't work during that time, then was met with the frustration of being cut off anyway.

Sadly this all happened during a time where my mental health - particularly my anxiety has been quite poor, so it made the situation all the more difficult to deal with. I was worried that I may 'explode' with frustration at some poor person on the end of the phone - when it wasn't their fault.

I am someone who is in a more fortunate position, having access to a phone, the ability to take time out (albeit frustrating and anxiety provoking), but I imagine, there are others, in less fortunate positions, who are way more vulnerable, who are just not able to access your services due to the way you have to make initial contact.

It certainly tested me and I consider myself to be an incredibly patient person. It brought me to tears one day. Hopefully this is a problem you are already aware of and looking to improve.