"Poor customer service"

About: North Yorkshire and York PCT

(as a relative),

A year ago I was required to take my son to see an orthoptist at Pickering Train Lane Clinic. She failed to introduce herself and berated me for not bringing his medical records even though the appointment letter had only asked me to bring the Red Book. At the end of the appointment she said he would be sent another appointment in 12 months time. I asked whether I should bring his medical records and she snapped that she wouldn't have time to look at them.

Fast forward 12 months ... I had another appointment today at 11.50am and, as it was snowing, I phoned to confirm the appointment. I was told it was cancelled. When I asked whether anyone was going to phone me to tell me I was told "No, we just wait until people call us."

The above experience may appear minor however it says a lot about my experience of the NHS attitude towards patients: arrogant, rude and dismissive. If I want to cancel my appointment I don't expect the NHS to guess that I may want to and call me to check.

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