"Been told I have missed an appointment when a letter was not received/sent"

About: The Princess Royal Hospital / Trauma and orthopaedics

(as the patient),

Basically being told that I had missed an appointment to see a knee surgeon when I never received a letter or more than likely a letter was never sent because they had they right address on the system and I had received all the other letters from the hospital up to that point.

I waited a fair few months from seeing the consultant who referred me to the knee surgeon. I phoned to check what was going on and got told I missed my appointment. I feel annoyed that a lot of time has been wasted because I'm probably further back the waiting list than I should through no fault of my own.

Is this a ploy to keep waiting list and times down?

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Responses

Response from The Princess Royal Hospital

Dear Woody4567 I am really sorry to hear that there was a communication problem with your appointment to see a knee surgeon. Unfortunately I am not able to look in detail into the circumstances as the NHS Choices and Patient Opinion websites do not share your contact details with us. I would suggest that either you contact our Appointments Team on 01952 282810 or if this does not resolve your issues then please contact our Patient Advice and Liaison Service on 01952 282888. Most of our letters are automatically generated through our booking system, so unless there was a technical problem then it would not be the case that it was not sent and this is definitely not a "ploy". PALS aims to PALS aims to: - advise and support patients, their families and carers. - provide information on NHS services - listen to your concerns, suggestions or queries - help sort out problems quickly on your behalf You can also find out more about PALS from http://www.sath.nhs.uk/patients-and-visitors/pals Thank you so much for taking the time to share your feedback. Feedback on our appointments system helps to identify whether there are any particular problems so that we can fix them. For example, as a result of patient feedback we have brought together most of our booking teams into a single Booking and Appointments Centre which has led to extended opening hours, fewer "dropped calls" and less time waiting for a response for patients. There is more that we can and must do, but improvements are being made with your help. Adrian Osborne, Communications Director

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