"Errors in appointments - poor communication"

About: The Royal London Hospital

I would advice you to review the way that you contact patients with regards to upcoming appointments.

I received a txt msg informing me about an appointment that I had to attend. I had absolutely no idea what this was all about so when I called in the phone number provided to receive info,

I was told that there was absolutely nothing in the system under my name and I made a mistake! Then all of the sudden I receive a letter that I missed an appointment and a new appointment is available for me.

There is even a handwritten note that makes me even more confused about what this appointment is about . am I visiting the obstretics team or endocrine team. Very confusing not at all inspiring trust.

You really need to review the way you contact patients or ensure your system is up to date so that when a patient contacts you, you can provide accurate details on the reason and status of his appointment

More about:

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from The Royal London Hospital

Thank you for raising your concerns with us. We are very sorry that there seems to have been a mix up with the communications around your appointment. We apologies for this. This must have been very frustrating for you.

Your feedback is extremely valuable to us and have passed your comments over to the appointments team to make them aware of this. Should you need to speak to anyone about your appointment please contact the appointments team on 020 7767 3200.

Kind regards

Barts Health NHS Trust

  • {{helpful}} of {{total()}} people think this response is helpful