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Continual last minute cancelled appointments

Posted By Jbjay

"Continual last minute cancelled appointments"

About: Princess Alexandra Hospital / Rheumatology

(as the patient),

I was diagnosed by rheumatology at Princess Alexandra, Harlow, by phone appointment during COVID in summer 2020. I have had one telephone appointment since (April 2021). My condition should be monitored and I should have regular blood tests.

I have recently had, I think, my eighth appointment in a row cancelled by text message the day before. I have emailed the dept and secretaries, and even GP has contacted them to ask that I be seen, but to no avail. Appointments are booked, but always cancelled the day before (with then a six month wait till the rebook offered). 

I know the dept to be under extreme pressure, but also wonderful, as they handled care of family member with serious condition in 2022,  so I have left the issue as long as I can to avoid adding pressure to the system. Feels rather impossible to trust that any appointments given will be honoured when so many have been cancelled last minute.

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Responses

Response from Shahid Sardar, Associate Director Patient Engagement Experience, PE, The Princess Alexandra Hospital last month
We are preparing to make a change
Shahid Sardar
Associate Director Patient Engagement Experience, PE,
The Princess Alexandra Hospital

Submitted on 15/05/2025 at 11:00
Published on Care Opinion at 14:11

Dear Jbjay,

I am so sorry for the distress caused by the repeated cancellation of your rheumatology appointments.

Having so many appointments cancelled last-minute, with six-month waits for rebooking, is unacceptable, especially given your need for regular monitoring and blood tests. I regret that your emails and your GP’s efforts have not resolved this.

We understand your frustration, particularly after your positive experience with the department’s care for a family member in 2022. We are investigating these cancellations and working to prioritise a confirmed appointment for you.

Please contact us at paht.pals@nhs.net to discuss your needs and preferred appointment type, or we can reach out to you. If you wish to escalate this, our Complaints Team are on 01279 827211 or the Independent Complaints Advocacy Service (ICAS) are available.

The ICAS service is provided by VoiceAbility and can be contacted at 0300 303 1660 and at helpline@voiceability.org

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