"I have been referred to Mile End ..."

What I liked

I have been referred to Mile End Hospital for Clinical Assessment, but one week after my referral I have been unable to get an appointment. I have called everyday; most calls end with me holding for as long as I can waiting for my call to be answered. I have help up to an hour waiting for an answer. The phone has been answered on three occasions - on the first occasion I was told that the system was down so I could not make an appointment at that time, the second time I was told that my letter had to be reviewed by a clinician before I could make an appointment and the third time after waiting for 50minutes I was put through to an answer phone. I have left a message but hold little hope of anyone calling me back.

What could be improved

The system for answering phones and booking appointments must be reviewed. It is ridiculous that 5 days after a referral with my GP I could not make an appointment as my case had not been reviewed.

Anything else?

Perhaps they are hoping I will give or get better before they have to answer the phone to me!

Story from NHS Choices

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Response from Mile End Hospital

Thank you for taking the time to email us, we are keen to get feedback so we can improve our service.

I am sorry you have experienced difficulties getting hold of the Clinical assessment service to make an appointment. This became a problem due to the large number of callers trying to access our service. We have recently changed how we answer calls and hope this will enable better access to our service.

Lead for the Clinical Assessment Service

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