"Called at 4.00pm to confirm a ..."

What I liked

Called at 4.00pm to confirm a physio appointment tomorrow morning. Transfered to the wrong department around 5 times. When I finally get an operator to transfer me to the correct department at 4.33pm I'm told it closed at 4.30pm.

The operator puts me through to another department who should be able to help and I'm told that I should have allowed more time by calling in the morning, apparently 30 minutes is not enough time to get through to the correct extension. When I asked if there was a central booking system for appointments that could be checked I was told that appointments are booked in using books by individual departments not computers as this was found to be a better system.

What could be improved

Staff who know how to contact and confirm you are through to the correct department and do not just transfer you to the wrong the department then disappear.

Book appointments in via computer that can be accessed by the main appointment desk or other departments.

Story from NHS Choices

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