"The appointment system seems a mess"

About: Homerton University Hospital

I have no complaints about the medical treatment I received but the appointment system seems a mess. On the day of my last appointment I received a phone call I had to attend some 4 hours early, I could only manage this as my son was home and was able to drive me. Today I returned home from holiday a day early to keep my appointment for the results of a biopsy. When I went to the Outpatients desk I was told my appointment had been cancelled even though the day before I had two texts reminding me of the appointment and how much it would cost the NHS if I failed to attended. It was only after much heated discussion and lady on reception made many phone calls to various secretaries a doctor came to see me. It turned out my leg did have a infection and needed treatment its a pity a patients worries over results are not considered when cancelling appointments. I would like to say a big thank you to the lady on reception for all her help.

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Response from Homerton University Hospital

We are very sorry to hear about your poor experience of the appointment booking service.

Thank you for taking the time to tell us. Thank you also for your positive remarks on the help you received from the receptionist. We would like to understand more about what happened on this occasion so that we can give you a full explanation and aim to resolve the issues you have raised concerning your care and treatment.

We hope you will contact our Patient Advice and Liaison Service (PALS) tel: 020 8510 7315, or text 07584445400, or email: PALS.Service@homerton.nhs.uk so that we can investigate further and give you an opportunity to discuss your concerns

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