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Unable to speak to anyone to change appointment

Story from nhs.uk

"Unable to speak to anyone to change appointment"

About: North Middlesex Hospital

Visited hospital with my 90year old mother in April.

Staff were lovely-but waiting times excessive. We were there from 10am until after 4pm.

Happy with treatments.

However she was then sent appointment for a 24 hour heart trace. The date given was not suitable.

I called and left messages on 5 consecutive days. No answer and nobody returned my calls.

I then sent a letter-first class- still no response.

I called daily for another 3 days- nothing!

Next I tried the patient advisory department. Same thing- left messages- nobody responds.

Then my mother received automated messages reminding her of her appointment- which naturally confused her as I had told her I was changing the appointment.

Where do I go from here??

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Responses

Response from North Middlesex Hospital 5 years ago
North Middlesex Hospital

Submitted on 24/05/2018 at 12:52
Published on nhs.uk at 14:06

Dear TM

Thank you for taking the time to talk to me personally about the difficulties you experienced in relation to changing the appointment for your mother’s 24 hour ECG. I can only apologise again for the lack of response you received from the Cardiology Department and assure you that steps have been taken to prevent future occurrence.

As we discussed, your mother’s appointment has been changed and a letter is on its way to her (if it hasn’t arrived already). If, for any reason, the letter has not arrived by the end of the week (18.05.2018), please call me and I will give you the details of her new appointment verbally.

With best wishes,

Christopher Dinsdale

Deputy Divisional Director of Operations

Medicine and Urgent Care

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