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A better appointments system needed

Posted By Anxious Mam

"A better appointments system needed"

About: Princess Alexandra Hospital / General medicine

(as a service user),

It took me nearly forty minutes waiting to get through on the Lab's busy line in order to make an appointment. This is not fair on your super staff who have to explain to frustrated patients that it's always like this, nor is it fair on nervous patients who might be easily put off making their appointment altogether. Surely online booking technology is available to help with this.

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Responses

Response from Princess Alexandra Hospital 6 years ago
Princess Alexandra Hospital

Submitted on 18/05/2017 at 17:31
Published on nhs.uk at 19:31

Dear Anxious Mam,

I am sorry you had to wait so long and yes, completely agree, we love our staff and so we are working towards enabling the use of new technology to support staff and patients to make booking appointments easier. There have recently been some IT issues in the NHS which you may be aware of, which have not helped but were are working to resolve these as quickly as possible.

If none of this works, please note you can always call the Patient Experience Team between Monday and Friday, 10am to 4pm and there should always be someone able to take a message or answer your call. The number is 01279 82 72 11.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Anxious Mam (a service user)

Thank you for your prompt response. I hope the new appointments system will start soon. Just to be clear, my forty minutes long wait for my telephone call to be answered by your Pathology Department Appointments 'desk' was normal and not due to any cyberattack. I was told this by NHS staff.

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