"Query regarding appointment at Diabetic Unit"

About: Bradford Royal Infirmary / Diabetic medicine

(as the patient),

As now required, I contacted the appointments call centre to check the appointment as I had seen Dr Whitelaw on the 4th November and he made an appointment to see me in six months, so a further appointment for the 18th November was unexpected, hence my call.

In my opinion, the system is not fit for purpose. I telephoned and was informed that I was fourth in the queue and when the operator came on, I explained the query and after some questions was informed that I would be transfered to someone who dealt with diabetic appointments.. I was told that I was fourth in this queue, this being approx 13: 10. At approximately 13: 20 I was informed that I was now first in the queue. At 13: 35, I gave up waiting and therefore have not had my query satisfactorily dealt with. We keep being told that the operators are busy and you could be told that you are fifteenth in the queue, so it would suggest that there should be either more operators or extend the current hours.

The whole process is unweildy, time consuming, not patient friendly, etc. The people taking the calls cannot have first hand knowledge of the workings of individual units.

The previous means of dealing with queries and questions was directly with the department. Those running the department could answer questions quickly and arrange appointments. You could also talk directly with a diabetic nurse or consultant

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Response from Jason Joy, Communications Manager, Bradford Teaching Hospitals NHS Foundation Trust

I am sorry to hear that you have experienced difficulties, and will pass your comments and concerns to the appropriate team. In the meantime, if you have not yet resolved your issue please contact our PALS team on 01274 364021 and they will be happy to help you.

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