"Appalling patient appointments service"

About: University Hospital (Coventry)

My GP a month or so ago requested an Orthotic appointment for me at Walsgrave. A few weeks later, despite my receiving no initial appointment letter, I received a reminder telling me records showed I may not have booked an appointment and informing me I should book an appointment as soon as possible. I tried this and found out I needed a password. After 4 days of trying, I was told my password. I went onto the 'chooseandbook' website and followed instructions to the letter. This resulted in the web site telling me no appointments were available. I rang the Appointments Line to be told after a while, they could not book me an appoint,ment. I rang the hospital and explained to the receptionist I would like to talk to the orthotic outpatients department. The receptionist put me through to the eye department. I explained to the next member of staff what I wanted and they put me through to the opthalmic or optemetric department. I explained to them and they put me through to orthotics. The receptionist in orthotics was sympathetic but said they could not give me an appointment and maybe there could be a chance in June. This conversation ended with the receptionist saying they would leave a message for their boss. I sincerely hope this person contacts me and meantime, I am still in pain

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital, Coventry.

We are very sorry to hear about your experience. It is sometimes difficult to get appointments as soon as people would like because of the amount of people who would like one, however you still should be offered one and you should be dealt with quickly and not passed around from departments. Please send contact us on the details below so we can investigate this.

If you would like to discuss aspects of your care further then please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203.

If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry


If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Communications Team

University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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