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"standard letters sent out by Appointments Line to patients"

About: NHS England London

(as the patient),

I just received a letter from the Appointments Line informing me of an hospital appointment cancelation, but with no mention of the date of appointment, hospital concerned - in short there were no details that I could refer to - simply that some appointment with some hospital somewhere was now cancelled.

Somewhat concerned as I hadn’t booked any appointment myself, although I had a referral through my GP, I naturally phoned the Appointments Line in order to find out which appointment they were referring to. After giving them a booking reference number and NHS number, I was told that I needed a Password that I would have to obtain from my GP, in order for the Appointments Line to tell me what this letter was referring to and how to proceed. I then phoned my GP surgery, who were unable to give me any password as their computer system had crashed.

I wasted a good half hour phoning around, wasted time with the Appointments Line and wasted my GP’s surgery time trying to find passwords just in order to discover what relevance this letter had.

I’m writing this because, it seems a ridiculous waste of time and resources to send out a standard letter informing me of a cancellation, without telling me the date of the appointment and with which hospital - surely basic information that you would expect to find on any communiqué.