"Changing appointments with Podiatry Services"

I received an appointment letter in early-March 2016. This letter explains that I should ring an 0345 no. to change the appointment if it is unsuitable. I rang this no. on mid-April to change the appt. date, due to a change in my work schedule. I was advised by the person answering the phone that I had to provide a booking reference and password, in order to make this change. These were not on the appt. letter (presumably on some previous communication? ) and there is no mention that these proofs of identity are required. Why is this rigmarole necessary? Surely, changing (or arranging) an appt. should be more straightforward?

In order to obtain the necessary information, I had to contact Collingham Medical Centre, who were very helpful as always. Ironically, they gave me the information over the phone, without requiring any proof of identity - the system is hardly foolproof! This process feels like a complete waste of resources, and must be off-putting to more elderly patients. It is certainly not in my interest and I respectively suggest you look again at this process, with a view to simplification and improved 'customer' service.