So, if you recall, on that infamous day (when I turned up for my much awaited Rheumy appointment and was advised it had been cancelled back in April), I also spoke to Maria, from PALS, and she was lovely. She asked that I put my story in writing and send it directly to her. I did so promptly.
On Wednesday, I received a very nice (if not somewhat hollow) email from Maria, apologising for my very unfortunate experience. She used all the right words and it sounded empathectic enough, but it was empty. There was no mention of any investigation into the matter, no assurance that a "glitch" in the matrix had been identified and corrected, no explanation as to what had gone wrong. It was a very professional, letter of apology.
I found myself asking, " Hmm? Am I happy with this?" "No," was the answer.
My response to Maria was quick, clear and concise. "Thank you, but can you please explain A, B, C and X, Y, Z? " On Thursday, I received a response to my email, telling me it had been forwarded to the Hospital Administrator's Patient Complaint Department.
On Friday I received a phone call from Helen, who worked in the Hospital Administrator's Patient Complaint Department!
"Was now a good time to talk?"
"Why, yes of course! "
Helen was empathetic and apologetic and seemed to understand that I needed some answers. She agreed to report the incident to the various departments, who would have been involved in said cock-up, and work with them to investigate what had gone wrong. And she would report back to me!
"Thank you, Helen... that's all I ever wanted. A bit of assurance that this matter would be looked into, and a plan or fix to ensure (as best you can) that it does not happen again."
My work here is done.
🙂
Another cancelled Rheumy appointment
Appointment cancelled again! 
First appointment with nhs Rheumy
Confusing Rheumatology Appointment Today
