"Booking office appointment confirmation – systemic issues"

I received an appointment letter for a radiology scan scheduled for July 2025, which requested that I confirm the booking by calling the number provided. However, it has taken over two weeks to achieve confirmation due to repeated contact issues.

Initially, I could not get through by phone—calls went unanswered and voicemail was unavailable due to a full inbox. When I eventually managed to leave a message, I received no return call or acknowledgment to confirm that my voicemail had been received.

Given that attending the appointment requires me to take time off work, I expect clear confirmation that the appointment is secured and that my message was received. My sister finally spoke with a staff member at the booking centre, only to be told in a dismissive manner that I've already confirmed my appointment. When she explained the difficulties I faced over the past fortnight and my concerns about the voicemail being missed, she was met with a disheartening response: We don’t have time to ring everyone back or email them. When she highlighted the flaws in this system, she was told: It is what it is.

This is unacceptable. Voicemails can be easily missed or overlooked, and the consequences—especially when they involve healthcare and time off work—can be significant. Rather than placing the burden on patients to chase confirmation through an unreliable system, a more practical approach would be to treat appointments as confirmed unless the patient contacts the department to reschedule.

I hope this feedback is taken seriously and that steps are taken to improve communication, ensuring patients are not left in limbo.