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Care Opinion

Cancel appointment

Story from nhs.uk

"Cancel appointment"

About: Northwick Park Hospital / Vascular surgery

Tried to cancel an appointment as this is no longer needed.

Rang twice and both times held on for 15 minutes, and still no answer, rang the main switch board and they said that unfortunately this is the only number to call 02082354200

I do not have time to keep ringing to be held in a queue for 15 minutes.

Such a waste of appointment which someone else could have had.

Terrible customer service.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
We are preparing to make a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 05/03/2018 at 14:46
Published on Care Opinion at 17:12

I am so sorry to hear this. The Access Centre is receiving an unusually high volume of calls at the moment, which is resulting in patients having to wait to get through. We are increasing the number of staff available in the Access Centre to answer calls in order to address this problem as quickly as possible. We are also introducing an online form so that in future, you could cancel on the website.

Thank you for persevering to avoid a wasted appointment. If you had time, would you mind dropping an email to the PALS team on LNWH-tr.PALS@nhs.net and they will cancel it for you.

Apologies again, I appreciate how frustrating this is.

Best wishes


Sue

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