GRUMP OF THE DAY

Recently I have had cause to book appointments for Podiatry, Retinal Screening and an Expert Patient Scheme. A member of my family has also been trying to book an out patients follow up appointment. Each time we have made a call we have been faced with a stone wall.

Firstly there is the number itself. Is it ‘free’ line or not. Is it a ‘premium’ line?

Secondly is it an answering machine – Do you need to leave a message?

Thirdly, are you in a queue? How long do you have to wait to speak to a ‘human being’?

The conclusion I came to was ‘ís it any wonder that patients give up then fail to make an appointment and fail to cancel an appointment.

Comments to robert.campbell@orange.net

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