"Usually great"

My experience with the pilgrim hospital over the years has always been a good one, they are always friendly and helpful in person, and you can tell the doctors and nurses work their absolute socks off! however I have a suggestion through the experience I've had with them recently which wasnt as great. We brought my son into a&e last weekend and found upon examination he had a dislocated elbow :( the paediatrician was wonderful and soon 'put him back together again' - we were happy and so was my son albeit very tired by this time, he was laughing again. A couple of days ago I was then called to say there would be a follow up appointment on monday (today), but she couldn't tell me the time from the system and just said it would tell me all i need to know in the letter that was being sent. Today - the day of the appointment I still have no letter. I have called the hospital and they have given me the time however it is far too short notice for me to make any work arrangements now . I tried to rearrange but again they could only give me a couple of days ahead and right in the middle of the day (1-3pm) . They couldn't do a morning, late afternoon or a weekend and unfortunately I cant just leave work at the drop of a hat as I dont work locally and my manager would need enough time to make other arrangements for someone else to cover my duties. I did query the question as to whether he needs the appointment or not as hes back to his usual self now anyway, or whether a more suitable appointment could be made at our gp surgery instead. They transferred me to the a&e department who then said they couldn't answer that for me and made me feel quite patronised - they said I would need to speak to orphadpedics (whom I was originally speaking to anyway and had transferred me!) They then had to put me back through to switchboard to pass me back to orphadpedics again. After being on hold for so long , I gave up and put the phone down. I assume they will just send me a new appointment in the post again? Hopefully I will receive this one in enough time but I may I suggest that your staff recognise that other people also work full time. I am left to feel guilty that I cant bring my 1 year old in for the appointment now even though we havent received the letter for it, i feel the people I spoke to over the phone weren't very understanding of my situation neither.