"Booking an ENT appointment."

About: John Radcliffe Hospital

I phoned to choose and book my ENT appointment as stated in my referral letter. Was then told that they don't actually book it that way, but process the referral and send your details to the department who then book the appointment for you and send it to you in the post in the next few weeks. I was asked if there were dates I couldn't do - so I guess that's what they mean about "choosing" your appointment. My question is, why wasn't that just done in the first place? I'm sure it would save admin time in the first instance and also have saved me from spending so much time on hold and wasting my time. However, in both of the phone calls I couldn't fault the professionalism and information provided by the two people I spoke with. They were friendly and helpful.

Story from NHS Choices

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Response from John Radcliffe Hospital

Thank you for your comments regarding the Choose and Book process and for your kind comments regarding the manner of the staff that you spoke with. It is always nice for the Trust to hear when things go well and I am very pleased that you received the service you would expect in this regard. I am very sorry that your experience in booking your ENT appointment was protracted and did not meet the standard you could expect. I would like to assure you that the Trust is in the process of rolling out direct booking, with the Nuffield Orthopaedic Centre already using this method. The rest of the Trust is planned to go live with direct booking over the next 12 months and we anticipate that this will create a much more efficient booking system.

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