"Changing Appointment Date = Headache"

About: St Mary's Hospital (London)

Having tried 5 times today to speak to someone in order to change my appointment (scheduled for today at 18:15), I ended up having to leave a message on the answer machine which clearly states that they will get back to you in 24 hours. This obviously doesn't help as I do not want a "DNA" on the system when I have made several attempts to get the appointment changed.

Thinking that I may have a wrong number, I went onto the hospital website; which clearly states the following: "Cancelling or changing your MRI appointment at St Mary’s Hospital

If you wish to cancel or change your MRI appointment at St Mary’s Hospital please contact our imaging call centre on 020 3312 6418."

I called this number at 10:55am only to be told that I need to be transferred. Guess where I ended up, on the same answering machine that I had left a message on earlier.

It seems as though the information on the website is misleading and the person who is able to change appointments is inundated with work and is unable to keep up with the demand (hence the answering machine service every time I called at 15-30 minute intervals)

Set up an e-booking service where patients can change the appointment online rather than being sent from pillar to post.

Annoyed to say the least

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is sorry to hear about the problem you have had trying to speak to someone in the MRI department at St Mary's hospital about your appointment.

The Trust would like the opportunity to discuss the matter further and would encourage you to contact Patient Advice and Liaison Service (PALS) by emailing on pals@imperial.nhs.uk.

Your posting has been taken very seriously and has been forwarded to senior managers for the Imaging department at St Mary's hospital.

Please accept our apologies for the annoyance caused and we hope you contact PALS soon to discuss further.

  • {{helpful}} of {{total()}} people think this response is helpful