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Outpatient Appointment - difficulty to contact

Posted By kallum

"Outpatient Appointment - difficulty to contact"

About: Manor Hospital

(as a relative),

I have been trying for two weeks to get in touch with someone to change my mother's appointment.

The current system calling the Outpatient Main Desk is useless because in my experience it takes on average:

-20 to 30 minutes to get through in the first place.

-once you get through your only transferred to another extension whereby your faced with a voicemail.

- once you have left several voicemails over the two weeks no one is getting back to you.

The appointment letter states an email address which does not work and all my emails are bouncing back so this is pointless to have as a contact email address.

What could be improved? Change of appointments on initial call, there is no voicemail on extension numbers, online re-appointment service and someone actually dealing with the matter.

The whole experience is disgraceful and frustrating. It has taken a large chunk of my day, time and energy which only frustrates you even more.

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Responses

Response from Walsall Healthcare NHS Trust 9 years ago
Walsall Healthcare NHS Trust

Submitted on 02/04/2015 at 15:49
Published on Care Opinion at 17:10

Hello, thank you for taking the time to post a comment onto the Patient Opinion website. We're sorry to read about your problems changing your appointment. Can you please contact our Patient Relations team on 01922 656463 and they will be able to ascertain which department your appointment is with and help to get it changed.

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Update posted by kallum (a relative)

You've responded to this very late!

Response from Manor Hospital 8 years ago
Manor Hospital

Submitted on 21/05/2015 at 13:02
Published on nhs.uk on 22/05/2015 at 01:00

Hi. Thank you for taking the time to leave a comment. We're sorry to hear that you experienced such difficulty with our appointments system. We rely on feedback from patients to help us find key areas to improve upon and we'd really appreciate it if you contacted our Patient Relations team on: 01922 656463 or email patientrelations@walsallhealthcare.nhs.uk so we can look into this further for you.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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