"Problems cancelling an appointment at UHNS fracture clinic"

About: Royal Stoke University Hospital / Trauma and orthopaedics

(as a parent/guardian),

I have just had the worst phone call to cancel an appointment...

I rang, quite chirpy, needing to cancel my son's appointment as I felt it would've been a waste of time for both me, the docs and my son's time off school during tests/exams etc. I made this known straight away and was told that if I cancel then someone would be out to visit me as it's a child!

After the quick thinking from me to ask why and who, the receptionist then told me she didn't say that and I would not be able to cancel. I told her this was not acceptable and that I was now an extremely concerned parent. I was passed to another 'clerk' (both refused to give me their names) who defended their colleague, saying they hadn't heard them say such a thing.

I was then asked for my details. Having just been told that I would have a visit from someone for cancelling a child's appointment, of course, I refused to tell them. I repeatedly asked why would they say such a thing, and who would visit, I was passed on to a third 'clerk/supervisor' who was very loud and didn't apologise once.

This supervisor explained that it's against protocol to even think of sending someone out (I already knew this having worked for the NHS myself), I still wanted to know why I was told such a thing to begin with. I was made out to be a liar, a bad parent and I still had not cancelled that appointment.

I was not going to trust them with my info after that. Looks like more wasted paper for the NHS! There is a big problem with attitude if you dare to cancel with the UHNS fracture clinic!

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Response from University Hospitals of North Midlands NHS Trust

Dear ‘someone visiting',

Thank you for taking the time to share your feedback with us.

Please accept my sincere apologies, this type of behaviour is certainly not acceptable and will not be tolerated.

In order for me to try to identify those individuals, please can I ask that you contact me via email on Rebecca.Viggars@uhns.nhs.uk with the telephone number that you called to cancel the appointment in question so that we can further investigate the issues that you have raised.

Best wishes,

Rebecca Viggars, Outpatients Business Support Manager

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