"Ophthalmology Appointment"

About: Ashford Hospital

I received a phone call, a few days ago, to confirm an appointment on the automated system for Friday 21st March at 1040hrs which I confirmed I would attend. I didn't get a letter to confirm the appointment. I arrived on the day to find that my appointment had been cancelled, supposedly by me at lunchtime on the 20th Mar, and I had not been contacted by anyone to advise of the cancellation. I did not cancel this appointment. A very helpful lady on the reception desk told me that there was not anyone there to take the photographs of my eyes. She then promptly checked my records to find an alternate appointment had been made for me on Wednesday 2nd April which she then cancelled as this was not convenient for me and re-booked me in for another appointment on Friday 4th Apr. To sum up I had a wasted journey to the hospital as a result of what appears to be incompetence on the part of the administration department regarding appointments.

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Response from Ashford Hospital

Dear Gary We are very sorry for the confusion surrounding your appointment and believe this was probably due to an error within our ophthalmology office. Looking into this issue, it seems the clinic was cancelled that day but we missed letting you know, and offer our sincere apologies for the inconvenience caused by you making a wasted journey to the hospital. We are pleased to hear that our receptionist was so helpful and able to help you rebook the appointment easily. Sorry once again for this error and the breakdown in communication. Gail Bacon Ophthalmology Office Manager

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