"Telephoned to confirm an appointment. ..."

What I liked

Telephoned to confirm an appointment. The receptionist was unable to provide time or date of appointment. Was assured of a return phone call to provide these details. Nobody returned the call. Telephoned QA to try and get these details and again could only get answer phone which assured me return call would be made in 24 hours but this didn't happen. By the time I was able to find an appropriate person to give me these details at QA I missed my appointment due to being given wrong appointment time initially - don't blame the patient for missed appointments!!

What could be improved

A letter confirming appointment should have been sent out - telephone calls and answer phone messages should be replied to when promised. Someone should take responsibiltiy to make sure patients concerns are resolved!

Anything else?

This fiasco caused considerable problems with work.

Story from NHS Choices

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