"Appointment system failings"

About: Frimley Health NHS Foundation Trust

I visited the hospital today with my wife for an outpatient appointment. We thought that the appointment had been cancelled, however we received a text message reminder to attend the appointment, so I took time off work and attended the appointment with my wife who is disabled and has mobility problems. After a long wait to speak to the reception in the outpatient department we found that the appointment had indeed been cancelled. The text message system was not updated with the new information. This system needs to be sorted out to stop wasting peoples time and money. It seems to be difficult to get through to the appointments people.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Frimley Health NHS Foundation Trust

Dear John

Thank you for taking the time to leave your feedback.

I'm really sorry that we let you and your wife down, and you had a wasted trip.

I'd like to be able to investigate this further as to what happened and would need some more details from you.

Please can you email me on Claire.marshall@fhft.nhs.uk

Kind regards

Claire Marshall

Head of Patient Experience