"Outpatients appointment"

I was due to attend ENT outpatients in late December at 9.50am. Unfortunately my letter didn't arrive until midday that day. I immediately phoned records and the lady could not have been more helpful. She said she would arrange a new appointment and send a letter. The lady actually phoned me later that day with an appointment for a week later. A letter arrived the next day for me. Very helpful, understanding lady. I had a very positive outcome with this contact.