"No one answers the phone at Kings"

About: King's College Hospital (Denmark Hill) / Neurology

(as the patient),

I received an appointment for Kings. I no longer need the appointment. Kings sent a letter in large print about missed appointments - yet no one answers the phone when I call up to cancel.

As a busy professional, I cannot devote anymore time to this. I have tried calling at least 12 x and there is no answer, neither a voicemail facility.

Note to Kings - if you wish patients to inform you they are not coming - at least provide a manned phone number so that we can inform you. 

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Responses

Response from Cathy Varley, PALS Manager, King's College Hospital NHS Foundation Trust

I am sorry that you have experienced such a difficulty in contacting our Neurosciences department, I will of course pass on your feedback. I think you may be aware of the PALS service that would seek to assist you in such a situation, our contact number is 0203 299 3601.

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Update posted by Waarheid (the patient)

I'm afraid I simply don't have the time to pursue this. What's worrying is that it's the same number you need to call to confirm your appointment. So glad I got my scan elsewhere but I feel for all the other patients who try to call the ghostline. You need to answer the phone if that's the number you tell patients to call

Response from Cathy Varley, PALS Manager, King's College Hospital NHS Foundation Trust

I will therefore pass on your comments to our Neuroradiology department.

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Update posted by Waarheid (the patient)

Needless to say, if you put me down as a 'no show', I will raise a formal complaint since you have no mechanism for people to cancel or confirm.