"Multiple Cancelled Appointments"

About: Solihull Hospital / Pain Management

(as the patient),

I had to book an appointment via the internet. Once logged on I went through the procedure and selected an appointment time. I clicked on the send to book this time and after a couple minutes got the response that there was problem and that the hospital was aware that I had tried to book n appointment and would be in touch with me within three weeks. After three weeks (by this time the I should have had the appointment) I had not heard anything so I contacted the number on the form to be told that I would need to go back to the doctors and get a new password etc to make a new appointment. This I did wasting my time and the doctors. I asked the doctors to make the appointment as I did not want to go through this again. Eventually an appointment was sent to me. Two weeks later another letter with another appointment arrived. I rung to find out what was going on to be told that the first appointment had been cancelled and they forgot to put it in the letter with the new appointment. Two days later another letter with the same appointment date and this time cancelling my other appointment. I have now had this appointment cancelled another two times. I will be going back to my doctors to get referred to another hospital as I have had a breakdown due to the stress and pain and I find the hospital totally incompetent and no longer trust them

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear nikitaevita

Thank you very much for your post regarding your experience in trying to secure an appointment to be seen for a specialist consultation at Solihull Hospital.

I am sorry to learn that you have experienced difficulties, delays and miscommunication in this matter. We take seriously any issues that our patients experience and I would very much like to speak with you to obtain some more information which will enable me to investigate your experience in more detail.

Can I please ask you to contact me either by email: marie.helebert@nhs.net or by telephone: 0121 424 0808.

I look forward to hearing from you at your convenience.

With kind regards

Marie Helebert

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