"Appointment cancelled last minute"

About: St Mary's Hospital (London)

I waited 6 months to receive an appointment from this hospital which my GP had referred me to.

Two days before my appointment I received the NHS text message confirming the day and the time of my appointment. A day before my appointment while I was at work and started to receive calls which I couldn't answer during my working hours.

I tried calling the number back but it wouldn't connect me.

The following day (appointment day) I had taken the day off work to go to the hospital for the appointment and arrived early and presented my appointment letter to the receptionist.

I was asked whether I had received another letter after the the one I had presented.

I confirmed that this was the only letter about my appointment received and that my appointment was confirmed via text by NHS 2 days ago.

I was told to wait.

After 40 minutes I was called in to see the manager who apologise to me for the miscommunication and advised me that they tried calling me the day before the appointment to tell me of the change of my appointment time.

Apparently they had changed my appointment to 10 am instead of the 1.30pm.

I was quite upset and told the manager that I had waited 67 months for this appointment only to be told that I missed it...??

I was re-assured that a new appointment will be found even if it's at another hospital. I was asked if I was willing to attend another hospital (less busy) for the next appointment.

I agreed and let the hospital.

After 30mins, I had a call from the new hospital offering me a new appointment with them in a week's time.

I was very impressed and really happy with the way the manager and staff resolved the issue.

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust would like to firstly apologise for the cancellation of your appointment at short notice but wishes to thank you for taking the time to post your positive feedback.

Patient Advice and Liaison Service (PALS) has passed on your comments to the relevant service managers.

Imperial College Healthcare NHS Trust appreciates and values your comments.

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