"Total lack of communication"

Anything else?

My 16 year old son is a new patient to this hospital after moving from RMCH, our first experience is that total lack of communication between staff and being lied to. Appointments are made and cancelled often on the day with weak excuses then they are remade and cancelled again with yet another excuse. Our second experience was actually getting to the hospital after returning from our holiday early to attend to find the appointment has been cancelled and no one has told us! the reception staff were very helpful but that does not excuse the fact we fought through traffic to get to the hospital for a 9.10am appointment to be told it didn't exist. When they tried to re-arrange the appointment we found he was booked into the incorrect clinic, this is more than human error it is total lack of knowledge and communication. The blame was given to the call centre staff, should faceless people at the end of a phone be arranging appointments without clinical knowledge? I have a total lack of trust in this hospital and as yet my son has not had any treatment there, he is 16 but has special needs and I need to trust the healthcare professionals that are looking after him. If patients miss an appointment it is usually one strike and your out, constant posters about how much missed appointments cost the NHS are placed in hospitals, what about how much being missed about costs the patient, wasted journeys, time taken off work, stress. When will the patient come first? I value our NHS but I do feel we are losing it.