"Outpatient appointment call centre at Manor Hospital Walsall"

About: Manor Hospital Manor Hospital / Trauma and orthopaedics

(as the patient),

Recently, I received a call from the Outpatient Appointment Call Centre at Manor Hospital Walsall. I had had an appointment with the Orthoptics team that I had not attended. I wanted to talk to them and tell them that it was not my fault that I did not attend the appointment.

Before that appointment, I phoned the number (01922 65 65 20) given on the form but it just rang out. I tried this several times, then I phoned the hospital switchboard who put me through to a telephone "Queue" in which I finally gave up after about 20 minutes. I went through all of this again later in the day, as the automated voice had suggested, but still had no response. I tried that number again this morning but to no avail.

The point I am trying to make is that the hospital are always pointing out the number of missed appointments that occur during the year. Please tell me how it is possible to cancel or change any appointment that you cannot keep when you are not able to even contact them?

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Responses

Response from Walsall Healthcare NHS Trust We are preparing to make a change

I am sorry that you have experienced difficulties getting through to the Outpatients Appoitment line. As you can appreciate there are times we we may experience exceptionally busy periods which may result in a lengthier time than usual getting through.

However, we can appreciate the frustration this will have caused you. We will endeavour to pass on your comments to our Outpatients team and also to switchboard who manage many of our calls. In the interim if you still experiencing problems and would like us to facilitate a call for you please call the communications team on 01922 656468.

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Update posted by grafen (the patient)

Thank you for your reply, I will still try to contact the Outpatient Appointment call centre, and should I still not be able to make contact I will call the communication team on the number you supplied, I am glad to hear that they are aware of the problem and that a change is being arranged. Thank you again Grafen