"Frustration at trying to check an appointment"

My elderly mother asked me to check her appointment at the Ophthamology Department, Horsham Hospital.

Firstly, I phoned East Surrey Hospital, Appointments Department who told me that the only date they had for my appointment was the original one given several months, but my mother knew this was incorrect as she had received a telephone call changing the previous appointment so I decided to call Horsham Hospital for confirmation.

Previous experience of appointments at Ophthalmology Department, Horsham Hospital has been negative, having turned up and been told that it had been cancelled and re-arranged without any prior notification on more than one occasion!

As I do not know the extension number for the Ophthalmology Department I was transferred to the switchboard operator who then put me through to the Department. They answered the phone and I explained again that I wanted to confirm the appointment; I was then told they could not access patients' details and to call back in what I thought was 20 minutes time, but turned out to be 30 minutes time (I repeated 20 minutes to ensure I heard the correct time) as everyone had gone to lunch.

I politely asked why someone who could not access the computer and provide basic information was answering the phone. They went on about everyone going to lunch and to call back.

I said that I was feeling very frustrated to which they replied, no! I informed them that they could not know how I was feeling and yes, I was frustrated. I suggested that maybe switchboard be informed that there was no-one who could access patients' details and maybe callers could be informed at switchboard level to call back later as no-one was available to answer queries. Again, they and re-iterated that the switchboard did not know.

It was pointless to take this discussion any further so I did not answer immediately, and then the phone was cut off.

I was polite throughout the call, did not shout but asked what I thought were relevant questions and made observations which would help other patients calling based on my experience on appointments with the Ophthamology Department and calls made to them.

To have the phone call handled by someone who cannot understand what I am trying to say, who just says no and then hangs up on me is appalling to say the least! Rude and incompetent, and unprofessional, in my opinion. Not a true reflection of the majority of NHS staff, but sadly to say, in my experience, a number who deal directly with patients.

Addendum: I have just called Horsham Hospital and asked to be put through to Ophthamology Department - no answer! If, as suggested, the Ophthamology Department is closed why not inform the switchboard and caller beforehand and not put any calls through! Such a great waste of time and cost.

The switchboard operator suggested I try General Appointments who were able to help me to some degree.

I would like to praise the Switchboard Operator and Staff of General Appointments on their professionalism and courtesy - Thank You.

The matter has still not been resolved.