"Appointment cancellation without notification"

My mother of 88 years of age attended Renacres

Hospital for an appointment to see her consultant on 13th October this year.

As the person who facilitated her transport from her home in Formby on that day, both my mother and I were less than pleased to be informed that the consultant was not at the premises that day and the next convenient appointment was for Tuesday 27th October.

This appointment was accepted and I made arrangements to transport her on said day on the proviso she telephoned the day before to be assured the appointment still stood to avoid another unnecessary journey.

My mother rang the Hospital as I requested on three occasions and was met by an answering machine.

Each time she explained the situation and requested a call back to verify if the appointment.

On the the third attempt a reply was forthcoming to reassure her the appointment.

Three hours had elapsed from her first call to contact being made by which time her anxiety levels were extremely high.

My mother is no stranger to Renacres and has in the past had an appointment cancelled in good time and re-arranged by a kindly letter.

Both her and I feel let down by the whole business and more so that at no time has an apology been forthcoming from any person responsible for patients appointments.

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Response from Renacres Hospital

Thank you for your time in leaving an honest account of your experience. I can only apologise for the inconvenience that was caused and the distress to your mother whilst waiting for a phone call. We do make every attempt to return all voicemail messages.

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