"Appointment Errors"

About: West Middlesex University Hospital

Had an appointment this morning which was arranged 4 weeks ago. Somehow, someone four weeks ago booked me into the wrong clinic and I was told the next chance I had to see the doctor was in 12-16 weeks time! I wasn't the only patient to suffer this appointment system incompetence. A patient administrator informed me that several patients had been booked into the wrong clinic the previous week. When I politely enquired to the receptionist about how this error had occurred, they immediately went on the defensive and replied in a very rude and brusque manner that essentially an error had been made and I was just going to have to come back in three months! Incredible lack of customer service coupled with gross incompetence. Luckily the efficient patient administrator managed to get me an appointment in 5 days time - on a Saturday. So a satisfactory conclusion. Reception staff clearly need more training in appointment systems and customer service.

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