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NHS communication Re: Appointment letters Thank you for your letter regarding the above. Letters of complaint are very useful to us in that they often identify where we need to improve. Clearly this is one of those instances and I thank you for taking the time to write. All appointment letters that go out from the Trusts letter production system are approved by the individual specialty to ensure the content is correct. We try to ensure there is clarity and that the text is uncomplicated for the whole trust but it is however the specialties individual decision as to the exact content. On this occasion however, the content of the letter received by yourself was activated by the Trusts appointment system and the way in which the user cancelled your appointment for [hospital] and re-booked an appointment for you at the [other hospital]. Due to the way the system works at present if the user is re-booking an appointment for a patient at a different Hospital site within the trust, they have to cancel and discharge the first appointment before booking a new appointment. If the patient were going to be seen at the same clinic on the same site, they would simply cancel & re-book without the need to discharge. In your case the user obviously got this wrong. Sadly our system is not as robust as we would like it to be and too much is left the user having to remember a multitude of rules & regulations. We do, as users, have constant up-dates and refresher training but mistakes sadly still occur. As a trust we are investing into our IT systems and things will be greatly improved over the coming period such that this type of ridiculous letter would not be created. I would like to offer my sincere apologies for any inconvenience that potentially could have been caused to you and assure you that we. Yours truly ppElective Access Manager' |
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