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Care Opinion

Rebooking a Flu Jab Appointment

Posted By Maddvespa

"Rebooking a Flu Jab Appointment"

About: NHS Lanarkshire NHS Lanarkshire / Covid 19 Vaccination Programme

(as the patient),

I called to rearrange my appointment which came by post. In the letter it states that you should have your details to hand including your unique username, postcode DOB and email address. Thinking ahead, I looked back through my calendar to find the date of my last Flu Jab just in case that was useful.

I called the 0800 030 8013 number and waited patiently for over 20 mins for my call to be answered. I found the call handler to be abrasive and very short with me and when they asked the dates and venue of both my COVID injection I explained that I was looking to rearrange my Flu Job not my COVID booster.  In response they raised their voice and suggested that if I wanted them to do that , they would need all of the dates they asked for. It was unnecessary and I found it to be offensive.

I work with the public myself and I would never speak to anyone like that. It made me worried how someone calling the line with any communication issues would have fared and I hate to think how he would treat them. It cannot go without note. I did finally manage to set a new date and time but I am not happy with his attitude. 

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Responses

Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 17/11/2021 at 14:00
Published on Care Opinion at 14:00

picture of Lesley Mallon

Dear Maddvespa

Thank you for taking the time to share your feedback on Care Opinion and providing details of your experience when you were trying to re-arrange your flu vaccination appointment.

Firstly, I would like to apologise for the delay in your call being answered and also for the attitude of the call handler who dealt with your enquiry. I can advise that your feedback will be shared with the relevant senior staff member, who will discuss the issues you have documented with the team concerned, so that they can reflect upon their communication skills and implement additional training, if required.

I'm pleased to read that you were able to secure a new date for your flu jab.

Thanks again for sharing your story.

Lesley

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