"Fed up with service"

I have been a patient at Recovery Team West Cardinal Road for about 5 years now. I have complained before about the service through the Patient Advice Liaison Service.

I was due to have a telephone appointment with my doctor (unsure of the name, as the doctor keeps changing) in late April. I had called on three different occasions before that date to confirm that the appointment was still going ahead due to coronavirus. I was reassured on all three occasions that the doctor will call me as arranged.

On the day of the appointment, I did not receive any phone call. So I called the Recovery Team West on numerous occasions which all went unanswered. I then gave up and called the single point of access and they could not get through to them either. I then kept calling the team and finally someone answered the phone, I was told all the appointments were cancelled many weeks ago and that another appointment could not be booked as they are changing the appointment system. Once that's complete, a doctor will risk assess patients and book appointments accordingly.

This was a terrible response. I had waited for this appointment for many months and have not been seen since last year. I then called to speak to a manager, I was told they were unavailable and they would pass a message on. To this day nobody has called me. I have had enough of the terrible service from this team, to not answering the phone, rude staff, promises that are never carried out and just the overall lack of care for the patients.

In my experience, none of the doctors seem to stay at this team for long which is more concerning.