"Cannot book an appointment"

About: Locala Community Partnerships CIC

(as the patient),

I’ve been trying and trying to get through to the Podiatry Service to make an appointment for a toe splint. I have called the number on the letter frequently only to be put on hold listening to music for 20 minutes at a time. I have tried on both my mobile phone and my house phone. Using the mobile means I can move around but it costs a lot, the house phone means I’m stuck in one place.

The appointment letter states that if I have not contacted the podiatry service in three weeks then I will be taken off the list and will have to go through the GP referral process all over again, even though I have not made contact because I cannot get through!

I’ve never known such a stupid system, I’m angry and frustrated. Surely it cannot be so difficult to make an appointment?

The phone message says that there are a high number of calls – if there are then why not put more people on the phones to answer them? It would even help if the message lets you know where in the queue you are – I cannot tell if I’m the 10th or 50th in the queue.

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Response from Sarah True, Customer Engagement Manager, Locala Community Partnerships

Dear Balloon261

I am very sorry you are having problems getting through to us. We are trying to sort the situation out. Our phone line is open 24 hours so can I suggest you try after 5pm when the lines are quieter. I know this is just a short term solution but hope it means you do get to speak to someone asap.

Single Point of Contact Tel: 03003045555

If you are still having problems please contact me directly.

Best wishes


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