"Satisfied with the clinical but the administration..."

Many thanks for the positive comments on the clinical experience you received in Haematology. We strive to improve our services and we value constructive feedback. We are sorry that our administrative process did not not match the clinical experience however. Appointments being cancelled with no explanation is not good practice and the matron for the area will address this at the next clinical governance meeting. The Trust is currently piloting a scheme whereby appointments are "partially booked", meaning that patients are put onto the Trust's booking system but an appointment date is only agreed with the patient within 56 days of the date when they are to be seen. The reason for this is that our doctors are required to give at least 8 weeks notice of any annual leave and thus an appointment booked within 8 weeks is far less likely to be rearranged. We hope to implement this new system across the Trust soon and that this change of practice will reduce the likelihood of appointments being cancelled without explanation in the future.