"Lost letter meant a missed appointment"

Originally I made an appointment with the GP, as I needed to be referred. I saw the gp in October 2015 and received an appointment really quickly.

I went to the appointment and was told it was the wrong department. I was then told to make another appointment with my gp. Okay, I didn't have time to go back to my gp, so went in February 2016. I get an appointment for March, but unfortunately I couldn't make it due to work commitments.

I rang the nhs referral help line and was told I can only cancel it and another will be sent to me. Now it's mid April and I'm getting a bit impatient, so I ring the helpline to enquire about a new date. I was told I have missed it, I didn't turn up. They can't help so was told to ring the orthotics department.

The orthotics dept confirmed to me I didn't turn up, so cancelled the whole process, and I will have to start all over again with my gp. I explained that I had not received a letter. I was told they sent it, it's on their records so I should take it up with Royal Mail - the hospital can't help it if Royal Mail doesn't deliver it.

I said they have my phone number, so couldn't that have rung me when I didn't turn up? The receptionist said it's not their problem if I don't turn up, they just take me off the process.

I asked if they could make another appointment for me because of error of not receiving a letter. But they said no, because they sent me a letter, it's on file here that they sent me one.

I asked to speak to somebody in charge to help me out but the receptionist replied that there is no manager in until Thursday.

When I make an appointment anywhere else within the nhs I have always received a text message informing I have booked an appointment and a reminder to turn up to it, why wasn't this the case with this department? I think it a waste of my time and especially the GP's time to request another referral with them, especially when I am not at fault.

If the orthotics department isn't at fault then surely there is a flaw in the system to issue appointments out to patients. blaming Royal Mail is disgusting and absurd in my opinion!