"Disappointing response"

My wife was referred to High Wycombe Urology Dept by her GP as an Urgent Suspected Cancer Referral. We received a letter saying that a telephone appointment was booked.

My wife works but had arranged to be free for this call. A member of staff phoned - earlier than the agreed time - and I explained that my wife was on her way home for the call and would be a few minutes and could they call back a little later, after their next call - which they agreed to do. They also said they had a full schedule and gave me their number to call them back to remind them. So far so good - then it goes wrong:

The member of staff did not call back and, over the next two hours, I left 4 voicemails on their number - and finally my wife needed to go back to work in the afternoon.

They eventually called back that afternoon, and I told them that my wife had waited more than 2 hours to speak to them but that in the end she had to go back to work. They said they told me they were busy, and that they would get Admin to re-arrange the appointment.

The next day my wife got a letter from the NHS Buckinghamshire Healthcare Trust stating that she did not attend her appointment and her care has now been discharged and that her GP will be informed.

This was not a professional or caring response, as I understand it. My wife was available for the call at the agreed time and in fact took 3 (unpaid) hours off work to make sure that she was! The fact that it did not fit with the member of staff's agenda that day is not her fault - and for the appointment to be cancelled because she did not attend is outrageous! Especially in view of the reason for the call in the first place.

My wife is understandably very upset and we now have to start the whole process again.

Thank you!