"25 weeks and still no appointment date for..."

My 85-year old mother was referred for treatment for cataracts in November, saw the Consultant in March and was told to expect a removal operation within a few weeks. A letter would be sent giving 4 weeks’ notice. Still no appointment received – and even if it were to arrive tomorrow that will make it 30 weeks from referral to operation. Guess my mother is one of the 1 in 10 not seen within 19 weeks.

What makes it worse is the shocking service from the appointments person who never answers her phone. The only times we manage to speak to her is if we go through the switchboard and ask to speak to a colleague in the same office who then transfers the call. The secretary in question assures us that she has returned calls and sent texts. Needless to say, we have no record of these through ‘phone logs or notifications on the mobile or the answer service for messages. Neither have we ever received any verbal or text messages on the house ‘phone or mobile.Technology problem or some other reason?.....who knows?

Tried again yesterday to contact her – guess what? Today called again and asked to speak to her supervisor. The receptionist said she didn’t know (and couldn’t find out) who this was but that we could raise a complaint through PALS – Patients Access Liaison Service. I really don’t want to go down this route – but what choice do I have?