So at last i had my pain clinic appt. yesterday only to be informed at Reception the Pain clinic had been cancelled (again) I politely said No...you called me just 2 weeks ago asking me to confirm my attendance...this was via an automated message...Have had automated messages before and think they are a good reminder of appts. although I personally think we should all be receiving texts by now..(my Dentist does this and Pharmacy) and not wasting money on letters and postage...
Anyway, i had to be assertive and request they check Again with the Bookings Administrator...no such position now its a Call Centre and when she tried calling there was no answer...No surprise there...i had tried at home...The Reception area was filling up with people trying to check in and only 2 people on Reception..I could hear grumblings behind me and felt they/Receptionist wanted me to walk away but i was insistent on speaking to someone to file a complaint...have been waiting since June etc etc and just to be told there was no clinic running and therefore i had no such appt. was extremley upsetting/frustrating...so Receptionist asked me if i would like to see PALS who might be able to help...she went to check that someone was there and Great news there was a lady sitting in an office who i went to and told her what Receptionist had said etc etc.This lady called Jo was extremely helpful and when she checked her screen which I could see, HEFT had indeed cancelled the appointment BUT on the Clinician's screen my appointment date and time were clearly evident...I burst into tears...so relieved to see my details on screen as felt i wasn't being believed. So much miscommunication - .Jo then put in a call to Team Leader at call centre and queried my appt (she had to hang on phone for good 15 minutes all the time reassuring me I would be seen...) So, now have an appointment with new Clinician next Saturday!
So if this ever happens to anyone on here, please request/go to PALS as i am extremely grateful that the Receptionist directed me to PALS (not sure if this service is fully staffed but so relieved to Jo for sorting out my situation. I would never have thought of going to see them as just thought they were an online group for comments/complaints after appts.
Came home exhausted and went to bed..why do we need to go thru all this turmoil to sort out an already scheduled appointment?? Clearly there are huge chinks in the administration and organisation of NHS appointments. Jo is going to raise this as a concern with the Trust as clearly Clinicians Appts and Bookings are not working together and causing further distress on patients who are yet to receive treatment😩
Best wishes everyone