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Cancellation line

Story from nhs.uk

"Cancellation line"

About: Moorfields Eye Hospital (City Road Campus) / Ophthalmology

I got sent a text that I had an appointment that I didn't book. I tried ringing to cancel, I rang outside of the recommended peak times and still was in the queue for 25 minutes before giving up. I was calling out of courtesy instead of just not turning up, which is what has happened now.

This is something that should be looked at or maybe a texting service to cancel appointments?

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Responses

Response from Moorfields Eye Hospital (City Road Campus) 6 years ago
Moorfields Eye Hospital (City Road Campus)

Submitted on 05/01/2018 at 10:59
Published on nhs.uk at 12:43

Firstly, apologies for taking time to respond to your post. I have passed your comments on the team responsible for the texting of appointment reminders and I understand the way appointments are managed is currently being explored. Please accept out apologies for the confusion this must have caused and for your efforts in trying to contact the trust to inform us of the error, which must have added to your frustration. We would be happy to look into the specifics of this should you wish and if you would like this, please contact our PALS team on PALS@moorfields.nhs.uk or telephone 0207566 2325.

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