"Cancelled appointment"

About: Good Hope Hospital

(as a relative),

Received a telephone call yesterday, presumably from Good Hope Hospital, to be informed that my husband's appointment for this Sunday was cancelled because the Consultant was ill. What about the rest of his/ her clinical team, are they ill? Next available appointment November. Based on my experience it seems like no lessons have been learnt from Ian Kennedy's report.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Russella

Thank you for your feedback to advise of your disappointment about the short notice cancellation of your husband's clinic appointment due to the Consultant being unwell.

I fully appreciate your frustration and disappointment, but outpatient appointments are only cancelled when there is no other option. I'm sure that every effort was made to see if there were others that could have covered that clinic and I apologise for any inconvenience caused to you and your husband.

if you remain concerned, can I please ask you to contact the Patient Services Team who will be happy to look into your concern? We ask this as we would need some more information to identify your husband on our system and then contact the appropriate senior management team to see what can be done to resolve your concern.

I do hope this is acceptable and once again, thank you for providing your comments, they are very helpful. I would like to reassure you that we take seriously any issues our patients or their families have and we value your feedback.

You can contact Patient Services on 0121 424 0808 or by email:

bhs-tr.Complaints-ConcernsandCompliments@nhs.net

I hope this information is helpful and we look forward to hearing from you.

Kind regards

Marie Helebert

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