"Problems arranging appointments"

About: West Suffolk Hospital / Paediatrics

(as the patient),

I was referred for a non urgent appointment for my son. I phoned immediately and gave dates and times we could not come. The first appointment arrived and it was right in the middle of the dates I had told them we were on holiday and were unable to attend. I phoned and asked to change the appointment and asked them again to avoid certain times. I am an RAF wife who's husband is away. I have another son who I need to be able to pick up and collect from school so asked that these times be avoided as if my older son does not attend school I get into trouble from the education authority.

The second appointment arrived, again at a time I could not attend. When I phoned to ask if I could change it, I was very rudely informed that as this was the second time I was asking to change an appointment it could not be done. I would be discharged and would have to ask my GP to re-refer me.

I have lived in many different areas of the UK and all hospitals have allowed you to book an appointment when it is best for you. "Choose and book" I believe it was called. Could West Suffolk hospital not introduce this system?

I understand the problems arranging appointments but I feel that as I had informed the hospital times I was unavailable it was very unfair to then offer me not one, but two appointments at times I had clearly stated were not possible.

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Response from West Suffolk Hospital

Thank you for voicing your concerns here. Can I ask you to contact our PALS (Patient Advice and Liaison Service) who will be able to assist you - pals@wsh.nhs.uk / 01284 713620.

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