"Dealing with the appointments Team"

About: Friarage Hospital Site

Had to contact the appointments team regarding an appoitment cancellation. Was told by the person taking the call that they were unable to reshuffle appoitments even though they are the Appointments Dept. Was constantly placed on hold through out the call was given infomation that was at odds with the infomation that they had previuosly given me only 2 or 3 minutes earlier. Requested to speak to the Team Leader as the Team member taking the call was clearly struggling with what they could and couldnt do. The Team Leader attitude was utterly shocking, whos only answer when i questoned why the department seemed to be so ineffective was to refer me to PALS.

It was bad,Very bad.There was a total could not care less attitude about the level of service they were providing.It was nothing more than short changing the Tax payer.

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Response from Friarage Hospital Site

Good afternoon

Thank you for your feedback.

I am sorry you have cause to complain about the problems you have experienced regarding your appointment and we will of course investigate this.

If you have not already done so, I should be grateful if you would contact the Patient Advice & Liaison Service on 01642 854507, at your earliest convenience to discuss your concerns further and the options avaialble to take them forward.

Yours sincerely

Miss Barbara Bellamy

IG & Patient Safety Advisor

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