I have now calmed down so can write sensibly, has anyone else experienced problems when trying to re-arrange hospital appointments?
I go annually for an ECG where they scan your chest area with the gel and it makes funny noises and I always where my eardefenders as it creeps me out. Usually get a letter asking me to ring to make an appointment at my local hospital, so I ring make one turn up, no problem. This time I get a letter saying appt made. Unfortunately its whilst we are away on holiday so, I call and ask to re arrange, can I move it forwards or backwards a fe days please, well you would think I had committed the ultimate sin. The person on the end of the phone was so rude and abrupt telling me I had to come, I explained again, I am not able to as I will be on a beach in Menorca. They start to argue with me saying you cannot just ring up and cancel procedure appointments once the have been made, I explained that I only spoke with my Consulant 5 days ago and he doesnt want to see me till next May and my holiday was booked in January?
Apparently I now go to the bottom of the list. I asked to speak with a senior member of staff, but they were having none of it. They were rude to me and I am not sure whether to make a complaint about the way in which I was spoken to. Im thinking of contacting my GP to see if they can get me an appointment at the local hospital, where they do exactly the same procedure. last time I went there, I got in the same week.
Surely they dont expect us to cancel a pre booked holiday? Maybe they do, mad.
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lisburb
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Yes I had an incident last year when a member of staff was rude to me all because I asked to change an appointment and I was furious when they spoke to me in a rude manner and I said to them with all due respect the world doesn't revolve around you and your stupid appointments!
They had wanted to know why I had wanted to change the appointment which is none of their business!
I said to them well if that's your attitude the appointment time will just have to stand won't it and I put the phone down on them!
All that nastiness just because I asked to change an appointment was most unnecessary in my view!
Point is things change making booked appointments no longer convenient and they need to be rearranged!
If I had just not turned up that would have been wrong without letting them know I couldn't go and it is common courtesy to let people know if an appointment is no longer convenient for you and to rearrange or if you don't need it cancel it altogether then someone else can have the slot.
Thanks Turnipgirl, just spoke to my Mum and she said same happened to her a fewmonths ago when she couldnt go for an appt, which was changed at the last minute, (appt was for the coming friday) as she had a dentist one at the same time, they told her to change the dentist!!! Mum rang the dentist to be told she had to come, as she was in a course of treatment and it needed to be done on that day at that time. All ended happily I will add when her GP intervened with the clinic.
Ahh that sounds awful so sorry to hear, Do you mean echo they use gel for the ultrasound of the heart?. It's not your fault you can't attend, I would make a complaint have you tried contacting your consultant again?? X
I rang the clinic earlier and they said I would have to wait for a new appointment to come through, so, I will give it a few days and see if a new appointment arrives on the doormat. The man I spoke to said it maybe that they gave you a cancellation? (Still doesnt justify a rude phone manner from hospital staff) and it means more work for them?? not quite sure what that means. If its a long way off, or after my appointment with my surgeon, I will ring back then.
terrible way to be treated !!
Here in Oxford it's easy to change the test appts in various departments staff always polite but I haven't yet tried the Oxford Heart Centre
I had to cancel next springs hol to Spain as probably be with surgeon by then !!
I'd ring back and ask to speak to a Senior , or at least someone else. The response you got was totally Inappropriate and bad practice.If they insist on knowing why explain you have needed to ring back to reorganise your appointment as you are entitled to do but the person that you spoke to yesterday would not let you do it and you want to sort that out now without any further distress or, even though you'd prefer not to. you will have no choice but to put in a complaint and contact your Cardiologist to let them know how you have been treated.
It's unlikely that you will get an appointment a few days before or a few days after the original date. All appointments are sent out in blocks so there is unlikely to be a free spot in those dates ( unless the have had another cancellation which it is also worth asking about , you might be lucky).
Let them know the exact dates if your holidays.
The new Clerk should let you know that you will get an appointment as soon as possible.
It's worth asking them how close to the original date that would be , and asking approximately when you should expect to receive the letter by so that you can ring to check if it hasn't arrived.
If you still get poor treatment , follow through on what you said , contact the Cardiologists Secretary and let them know how you have been treated and ask if she can let the Cardio know or help. And make a complaint with the Chief Execs Office , as that gets results , PACE does not have quite as much impact.
I did ring back, as suggested and informed, as I had already cancelled it?? I would have to wait, it was in the system to be re booked? I calmly stated I had not cancelled, but asked to reschedule, the lady I spoke to was nice but said, it's the way the system works!!
I asked what happens if the next one is not convenient? I dont sit around waiting to plan my social life and work commitments around hospital appointments, I have another holiday booked in October? what if it comes through for when I'm away in Cornwall and by the way that will only be my 2nd holiday this year lol. She apologised and said, just call and we can alter it, then asked me if I had, had trouble when I rang before? I said not trouble, but the person I spoke with first of all was very abrupt with me and then told me I could not alter a "procedure appointment" and I was considering my options as to what to do next. She asked if I would like to speak with the Manager, I said, Yes please. Unfortunately said Manager was on another call and called back promptly 15 minutes later. I wont be taking it any further. I was apologized to, told me I should not have been spoken to in that way, the dept does allow for people to go on holiday, work commitments etc and yes you can always reschedule. They know who I spoke with and they will investigate fully. I said I dont want anyone getting into trouble, I know we all have bad days, just make sure they dont speak to anyone else in that manner, not everyone is as tough and resiliant as I can be and I would hate for anyone to be upset by such an attitude, they agreed with me and we ended the call. They also said my next appointment will be sometime in November as that is when the next block goes out for.
So no need to go further with this one. I wonder if someone else had rung in to complain and they were investigating already.
Thanks for all your help and comments guys really appreciate it
That's a relief , well done for sticking to your guns .I'm glad you got to speak to a Manager and they will be speaking to the person whom you talked to reprimand them.
The way you dealt with this was great , I don't think any of us want to put in a formal complaint unless we have to , but I don't agree with a person getting away with bad practice either.
By reporting them I do not see it as getting them into trouble , it's their behaviour that got them there.
You are only pointing out that they have made an error and that they need to be talked to about it or given advice so that they don't do it again.
It's for their own good as much as everyone elses.
If they get away with it once or twice they begin to believe that their behaviour is fine and start doing that all the time . It becomes a habit and then the good staff end up getting extra work having to deal with their mistakes.
Which is possibly why they sounded like they might have had to deal with this person before, so your report may have done them a favour allowing them to show they have enough evidence to send that person for some training or give them a warning that they deserve.
I can understand everyone has bad days , but I don't believe that gives someone the right to it take out on somebody else .
Especially if the people they are dealing with are sick or vulnerable patients whom are going through enough pain and stress already.
You cannot take your bad mood out on vulnerable people or children .
Hi I am in Scotland and I haven't had too much bother changing appointment's, especially if you say you might have been in contact with someone that has the c.virus they will usually just move you to one a couple of weeks later. It's funny how they can change appointments and just expect you to be free on the new date! I have just had my dermatology appointment changed three times it's now next year instead of next month 😕 I hope you have a lovely holiday and get your new date in soon. Char
Sorry you were treated badly and glad the manager spoke to you about what happened.
I just wanted to add I’ve worked in the NHS and been in charge of booking appointments and sometimes the next appointment we can offer really is several months away (unless we happen to have a cancellation we can offer) as some staffs diaries/clinics are booked months in advance and appointments are sent in large batches.
I hated having to tell patients that it was going to be a significant delay (as I appreciated that it wasn’t their fault they couldn’t attend the one scheduled) but there often wasn’t anything we could do.
It’s always worth asking if you can be on the cancellation list too, although I realise not everyone can attend a short notice appointment.
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