"Appointments Procedure - trying to make sure appointments are attended"

I wanted to feedback my story trying to ensure my fathers appointment was cancelled. 

My father has been cared for in relation to a number of conditions but most recently was admitted by ambulance in relation to a cardiac issue. He was in hospital at Wishaw General, had a pacemaker fitted and is now in a stream of aftercare. 

He had an appointment already scheduled at Monklands, not near us residentially (we live in Larkhall) but this was as a result of a previous episode when he was in Monklands being treated for bladder cancer. 

As his recent admission has obviously superseded previous treatment pathways I tried to call to cancel his appointment. As a previous NHS employee, I know how missed appointments affect the service.

I called the number on his letter, the referral service, and had to wait for 21 minutes to receive a reply as I was in a queue.

When I got through and gave the details the call handler said I was through to the wrong area and I should call the number of my letter.

I explained I had done this and she told me there must be a problem with the phone system. She took details to contact the phone team but not details for my problem.

She did try and put me through to the right area. She put me on hold and then I got another person who said ‘that area is busy you need to call back ‘. I obviously didn’t have the number to call back and didn’t fancy another 21 minute wait so I asked for the number. I was given a number which proved to be wrong and unobtainable.

I decided then to try the cardiac unit at Monklands directly through the switch board and spoke to someone there. The chap was pleasant but said I had to speak to Dr’s secretary and gave me another phone number.

I called, but received a message as the secretary was not available. I have left a message.

Now, I stuck at it and tried to get information across but this wasn’t easy and if it had been down to dad, who has hearing problems also, you can appreciate how challenging it is and how you need to be really keen to get the information across. 

I don’t actually know if his appointment will actually be can cancelled, I hope it will. 

Perhaps this might stimulate some thinking about whether your missed appointment statistics are actually accurate and maybe not the fault of the patients entirely but of your process.