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Punished For Cancelling Hospital Appointments |
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#1 |
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Forum Member
Join Date: Feb 2014
Posts: 102
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Punished For Cancelling Hospital Appointments
I've just been told off by an angry receptionist for wanting to cancel a hospital appointment at the Royal Free in London this afternoon. I live in Wales and was due to travel there (on my own cost) for a scan this afternoon but I've been stuck with a bad case of the flu and haven't left the house since the weekend.
Understandably they've been closed over Christmas weekend so I couldn't speak to someone until today (I did fill out at on-line cancellation form on Monday) but was told that as I've left it so late, I've wasted their time and won't be able to get a second appointment. I ask how else was I to contact them but she just let out a huff and put the phone down. Does this seem fair? Surly they must take into account that people can't contact them over Christmas and that there will be last second cancellations? |
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#2 |
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Forum Member
Join Date: Nov 2016
Location: London
Posts: 229
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Quote:
I've just been told off by an angry receptionist for wanting to cancel a hospital appointment at the Royal Free in London this afternoon. I live in Wales and was due to travel there (on my own cost) for a scan this afternoon but I've been stuck with a bad case of the flu and haven't left the house since the weekend.
Understandably they've been closed over Christmas weekend so I couldn't speak to someone until today (I did fill out at on-line cancellation form on Monday) but was told that as I've left it so late, I've wasted their time and won't be able to get a second appointment. I ask how else was I to contact them but she just let out a huff and put the phone down. Does this seem fair? Surly they must take into account that people can't contact them over Christmas and that there will be last second cancellations? You have my utmost sympathy, as you appear to have done your best in the circumstances, but I'm now intrigued as to why if you live in Wales, there isn't another hospital between there and the Royal Free in Hampstead that could have done your scan? I appreciate that we are not privy to your ailment, but is Hampstead really the nearest place to have your scan done? |
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#3 |
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Forum Member
Join Date: Jul 2012
Posts: 4,132
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I can understand a degree of frustration, its as good as not cancelling and not showing up given its very unlikely they will be able to use the slot at shorts notice.
I struggle to believe they wont give you a second appointment, they may not be able to there and then on the phone as the receptionist is unlikely to control the booking system. You may need to go back and get another referral. I am sympathetic to your situation, and they shouldn't be rude to you, but equally given so much money is wasted on not used appointment slots I am also sympathetic to those in the health service getting frustrated at it. |
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#4 |
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Forum Member
Join Date: Mar 2003
Posts: 53,635
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I'd be inclined to ring them back and see if you get the same woman. If not, ask to speak to a manager and explain that you filled out the cancellation form on monday, which you assumed would have been plenty of notice.
If they say it wasn't enough, ask them to tell you how you were supposed to cancel an appointment when there was no way of contacting anyone. I suppose they're caught between a rock and a hard place really because if they allow people to make last minute cancellations whenever it suits them then it'll cause chaos so they have to have the same hardline approach with everyone even if their reasons are legitimate, as yours are. I wouldn't let it go though - the online cancellation form should be proof that you've given them plenty of notice. |
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#5 |
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Forum Member
Join Date: Feb 2014
Posts: 102
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Quote:
You have my utmost sympathy, as you appear to have done your best in the circumstances, but I'm now intrigued as to why if you live in Wales, there isn't another hospital between there and the Royal Free in Hampstead that could have done your scan?
I appreciate that we are not privy to your ailment, but is Hampstead really the nearest place to have your scan done? |
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#6 |
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Forum Member
Join Date: Aug 2016
Posts: 322
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You will be able to get a second appointment, it just might not be for a few weeks. If they have a cancellation they should be able to see you sooner.
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#7 |
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Forum Member
Join Date: Dec 2010
Location: Wirral Peninsula
Posts: 4,775
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Hi,
Give your local PALS (Patient advice and liaison services) a call and see if they can sort it out for you. They're good at stuff like this. Find your nearest one here: http://www.nhs.uk/Service-Search/Pat...tionSearch/363. |
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#8 |
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Forum Member
Join Date: Aug 2010
Location: The Pit of Despair
Posts: 50,183
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Quote:
Hi,
Give your local PALS (Patient advice and liaison services) a call and see if they can sort it out for you. They're good at stuff like this. Find your nearest one here: http://www.nhs.uk/Service-Search/Pat...tionSearch/363. ![]() ETA: OP I hope your flu gets better soon, I remember from Mum's experience how hard it is having cancer and falling foul of colds and flu, how debilitating and even dangerous they can be to you. Take care
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#9 |
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Forum Member
Join Date: Aug 2014
Location: Stirling/Windsor/Overseas
Posts: 14,339
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Quote:
Hi,
Give your local PALS (Patient advice and liaison services) a call and see if they can sort it out for you. They're good at stuff like this. Find your nearest one here: http://www.nhs.uk/Service-Search/Pat...tionSearch/363. Hadn't heard of PALS. |
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#10 |
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Forum Member
Join Date: Mar 2016
Posts: 1,433
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That's ridiculous. Not like you decided at last minute you couldn't go.
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#11 |
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Forum Member
Join Date: Mar 2007
Posts: 2,721
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Like having cancer and the flu isn't bad enough, you don't need someone being horrible down the phone and making you feel rotten about yourself. They're a receptionist, not the person doing the scan, so how does it effect the receptionist personally? It doesn't. I think you should complain. They're being a bully and is probably doing the same thing to many other people who can't cope as well being spoken to like that. You had already cancelled and was giving the hospital a curtesy call. Also when they're a doctor, they can decide if you can have another appointment or not, this silly idiot could kill you with behaviour like that. What if you were too frightened to call again? It isn't the receptionist's call, they're not an oracle. 😡
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#12 |
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Forum Member
Join Date: May 2009
Location: Devon
Posts: 12,838
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Try PALS then go National / Viral (Daily Mail?). Make a fuss.
My Dad didn't like playing the Cancer Card, but then he found it had advantages when the computer, or stroppy people, said No. (difficult in a Hospital or Oncology Dept of course). Maybe you could stress that even a small delay in treatment might prove long-term fatal, whether that is true in your case or not. Best of Luck |
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#13 |
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Forum Member
Join Date: Jun 2016
Posts: 676
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Quote:
Like having cancer and the flu isn't bad enough, you don't need someone being horrible down the phone and making you feel rotten about yourself. They're a receptionist, not the person doing the scan, so how does it effect the receptionist personally? It doesn't. I think you should complain. They're being a bully and is probably doing the same thing to many other people who can't cope as well being spoken to like that. You had already cancelled and was giving the hospital a curtesy call. Also when they're a doctor, they can decide if you can have another appointment or not, this silly idiot could kill you with behaviour like that. What if you were too frightened to call again? It isn't the receptionist's call, they're not an oracle. 😡
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#14 |
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Forum Member
Join Date: Sep 2011
Posts: 234
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Quote:
Sorry I should have explained. The Royal Free has the best machines for scanning my type of cancer. I'd love to go somewhere closer to home but alas that is where all the specialist equipment is. I could have a normal scan anywhere else but the ones in London give the most detailed images for my treatment.
Obviously these cancellations couldn't be helped, but the hospital should realise these things work both ways and take a more understanding view. |
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#15 |
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Forum Member
Join Date: Mar 2014
Posts: 1,299
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Quote:
Like having cancer and the flu isn't bad enough, you don't need someone being horrible down the phone and making you feel rotten about yourself. They're a receptionist, not the person doing the scan, so how does it effect the receptionist personally? It doesn't. I think you should complain. They're being a bully and is probably doing the same thing to many other people who can't cope as well being spoken to like that. You had already cancelled and was giving the hospital a curtesy call. Also when they're a doctor, they can decide if you can have another appointment or not, this silly idiot could kill you with behaviour like that. What if you were too frightened to call again? It isn't the receptionist's call, they're not an oracle. 😡
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#16 |
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Forum Member
Join Date: Jul 2003
Posts: 53,387
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Quote:
Understandably they've been closed over Christmas weekend so I couldn't speak to someone until today (I did fill out at on-line cancellation form on Monday) but was told that as I've left it so late, I've wasted their time and won't be able to get a second appointment. I ask how else was I to contact them but she just let out a huff and put the phone down.
I'd ring back and speak to someone else and explain you're not happy with how the call was handled and re-explain the circumstances. |
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#17 |
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Forum Member
Join Date: Dec 2004
Location: Central London
Posts: 43,693
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Quote:
I can understand a degree of frustration, its as good as not cancelling and not showing up given its very unlikely they will be able to use the slot at shorts notice.
I struggle to believe they wont give you a second appointment, they may not be able to there and then on the phone as the receptionist is unlikely to control the booking system. You may need to go back and get another referral. I am sympathetic to your situation, and they shouldn't be rude to you, but equally given so much money is wasted on not used appointment slots I am also sympathetic to those in the health service getting frustrated at it. |
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#18 |
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Forum Member
Join Date: Oct 2010
Location: in the Sun (ツ)
Posts: 11,230
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Quote:
I've just been told off by an angry receptionist for wanting to cancel a hospital appointment at the Royal Free in London this afternoon
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#19 |
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Forum Member
Join Date: Sep 2015
Posts: 905
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The receptionist is unprofessional and would be aware in her job that these things happen for various reasons. Although cancellation does cost time and money it's not for her to get cross and slame the phone down. You should complain to her practice manager.
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#20 |
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Forum Member
Join Date: Dec 2010
Location: Wirral Peninsula
Posts: 4,775
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Quote:
That's a useful link.
Hadn't heard of PALS. One case in particular I remember with pride I called PALS and explained what had happened, and within 15 minutes not only did the patient have a new and convenient appointment but the hospital in question rang up and apologised too! PALS can move mountains and leap over tall buildings in a single bound! |
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#21 |
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Forum Member
Join Date: Mar 2016
Posts: 1,433
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No doubt if you did turn up, you'd be sent away again and told to come back when you're better.
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#22 |
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Forum Member
Join Date: May 2009
Location: Devon
Posts: 12,838
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Quote:
I've used them several times myself for one thing or another, and on behalf of other people too for situations similar to the one encountered by the OP.
One case in particular I remember with pride I called PALS and explained what had happened, and within 15 minutes not only did the patient have a new and convenient appointment but the hospital in question rang up and apologised too! PALS can move mountains and leap over tall buildings in a single bound! An organisation was being stroppy with me and refusing to play ball and sort a situation out. I went down to CAB and the adviser looked through my paperwork and said "Oh this isn't on at all". He picked up the phone, and when connected to relevant human, said "Hello, this is Fred Smith from xyz CAB. My client has a problem with you over blah blah blah". He was quite blunt and no-nonsense. The problem was resolved immediately. |
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#23 |
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Forum Member
Join Date: Nov 2005
Posts: 7,342
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A bit surprised at this. I know if you cancel a hospital app, it's preferable to give them 24 hrs notice at the latest, and if you don't let them know, they send you a letter asking you to contact them within such a time, or else they'll take you off their list.
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#24 |
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Forum Member
Join Date: Jan 2016
Posts: 434
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Slightly off topic......
Several years ago I was attending my local hospital for a number of physio appointments. For one of them, I was too ill to attend, so followed the instructions on my treatment plan and rang an answering service the day before the appointment. When I attended my next appointment, I noticed that DNA was written on my notes in very large capital letters. I asked what it meant and was told that I didn't turn up for my appointment. I informed them that I had rung the answer service and left a message as per instructions on the treatment plan and would be able to prove I rang by producing my call details if given time. The reply was "Oh, we hardly ever check that". I was flabbergasted. They did cross out the DNA in front of me. I am all for charging people who just don't turn up. I would have been charged unfairly and would have fought it all the way. |
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#25 |
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Forum Member
Join Date: Jan 2005
Posts: 1,018
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We got a stroppy letter from the doctors about not turning up to an appointment and wasting NHS time & money.
However, we'd cancelled and booked a replacement appointment which had been attended. So I replied with photo evidence of the call from my work phone, pointing out the issue lay at the hand of their reception and their failure to cancel the appointment had led to further costs including reading this letter. They didn't reply
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