"Cannot get through to booking service"

About: Ayrshire Central Hospital

(as a relative),

My father moved recently to a residential home, when I went to his own house to pick up post etc I noticed there was a hospital letter for an appointment which he had unfortunately missed. I have been trying for the past few hours to get through to the appointment booking service to explain, rearrange the appointment and notify them of my father’s move to prevent appointments being missed in the future.

I just cannot get through to the booking service and am concerned that unless I am able to resolve this my father will be taken off their list and will need to go through the referral process all over again.

I get through several stages of the booking system, to the point where I am told I am 10th / 14th etc in the queue but there is no indication what this means in terms of the time I will need to wait, how many operators are manning the phone etc to give some indication. As I do not live locally this is costly.

I’m sure there will be other people who are also frustrated with not being able to get through, being kept waiting and giving up.

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Response from Kate MacDonald, Business Coordinator & Office Manager (interim), Nurse Directorate, NHS Ayrshire and Arran, NHS Ayrshire and Arran

picture of Kate MacDonald

Dear Narrator197

I was sorry to read about the experiences you have been faced with regarding appointments for your father and then trying to make contact with our booking service staff.

Can I please encourage you to make contact with my colleague Lesley Arthur, in our Customer Care Team who will be happy to assist you further. Lesley's contact number is 01292 513003 or you can email Lesley on Lesley.Arthur@aapct.scot.nhs.uk.

Kind regards

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