This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

No notification of cancelled appointment until I arrived

Posted By oriontm98

"No notification of cancelled appointment until I arrived"

About: University Hospital Ayr / Podiatry

(as a service user),

I had an appointment at the Podiatry Clinic at Ayr Hospital. I had to rearrange my clients but as I have waited some time I was ok to do so.

I travelled to my appointment  only to be told that it had been cancelled. They informed me the number they had called was unavailable. I confirmed my number which is the number they have. This number is NOT unavailable, my sons both called on this  and my phone sits on my desk with me.

There also was no missed call. I have been offered another appointment next week again in Ayr which is not local to me ( I live in Kilmarnock) I will again have to rearrange clients and get a relative to take me and bring me home again.

I opted to take appointments which are cancellations and which are out of the area since the wait list locally is too long for the amount of discomfort I am in.

However I am very angry at being mucked around especially after waiting so long. It is unacceptable to cancel and not notify. The way people are notified needs to be improved!

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Rhona Allardice, Service Lead, Podiatry, NHS Ayrshire and Arran 6 years ago
Rhona Allardice
Service Lead, Podiatry,
NHS Ayrshire and Arran

Podiatry Lead with a special remit for the Enablement Service

Submitted on 31/08/2017 at 11:25
Published on Care Opinion at 11:54

I am so sorry you have had this experience and wonder if you would like to call me to discuss further to enable me to look into this for you.

It is important to us to ensure that patients receive timely and appropriate communication.

Kind regards

Rhona Allardice

Podiatry Service Manager

Mob:07717226007

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Rhona Allardice, Service Lead, Podiatry, NHS Ayrshire and Arran 6 years ago
Rhona Allardice
Service Lead, Podiatry,
NHS Ayrshire and Arran

Podiatry Lead with a special remit for the Enablement Service

Submitted on 04/09/2017 at 15:42
Published on Care Opinion at 15:59

Dear oriontm98

I promised that I would look into the 'text reminder service' when we spoke last week. Having spoken with AHP Admin Co-ordinator, I can advise that NHS Ayrshire & Arran introduced Netcall59 'text reminder service' in July 2017 for New Patient appointments only.

I understand that due to costs & funding that this service is not currently available to deliver text messages where appointments have to be cancelled. Cancelled appointments are undertaken by Administrators by telephone.

I hope you find this information helpful and once again apologise for any inconvenience caused to you.


Best wishes

kind regards

Rhona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k