AIBU to not believe this is true?

[KitHenry]

Yesterday my child had a medical appointment due to take place at home. Waited and waited and after an hour no one had come to the house. I called up to find out what was going on and was told they came and knocked on the door but we weren’t home blaming me for the missed appointment.
I was annoyed at this suggestion as I did not think it possible that she had knocked on my door. Firstly, I would’ve seen her - I was sat watching and waiting. Secondly, she would’ve been able to see as she approached my front door my child watching TV through the window and my car on the driveway indicating someone was home. Thirdly, my dog barks anytime someone knocks. I challenged her citing the above reasons at which point she suggested she had maybe gone to the wrong house. Ok fair enough, that’s a possibility.
Later in the conversation she confirmed my address with me giving the right street but the wrong house number (my neighbours number). I said no I live at X number at which point she’s ‘Oh we’ve got you down as living at Y number’. I told her my address must be correct on their system as I receive letters from them. At which point she says she must’ve copied it down wrong but it’s now clear what happened she must’ve knocked on my neighbours door.
I left it at that as didn’t see the point of challenging her further but I know she didn’t knock on my neighbours door either as she would’ve still had to walk past my window to reach that neighbour and that neighbour is also at home with car on drive. Subsequently I checked CCTV so I know for certain she didn’t visit either my house or my neighbours at the time she said.
I’ve no idea whose house she supposedly visited but AIBU to think its implausible that she both copied down the wrong address and also went to the wrong street? I think it’s more likely that for whatever reason she never attempted to visit citing the reason as ‘not home’ thus shifting the blame onto us.
Also AIBU to think that if she did visit a random house where she knocked and no one was home that she could’ve called my mobile to check where I was? The appointment would’ve last an hour so she would’ve had time in her diary to give me call and find out where I was. Which is another reason I think she never even attempted the appointment.

Make sure it’s changed by the practice manager or whomever to say wrong house because otherwise you might be right back down to the bottom of the waiting list again.

I'd put in a letter of complaint.
Can you send a copy of the CCTV showing that she never turned up to you or the house she said she visited?

I'm a bit of a worrier but would want it noted that she made the mistake, this wasn't you and I'd want to ensure it was cleared up properly

I'd put in a complaint, stating that you were watching out for her, curtains open so you were visible, car on drive, dog that barks, letters arriving at correct address and of course, CCTV.
Mistakes do happen and people over-run when on a strict time schedule but for you to be blamed, that's just not fair! I'd wonder how many other people they fob off with this excuse, hoping no one makes a fuss. If nothing else happens, at least their card would have been marked. No help to you but you'd have the satisfaction of outing a liar!

I work in the community and this happens often. I regularly knock on doors. Always loudly and at least 3 times and regularly leave having had no answer to get an angry phone call. I always make notes on what the door is like and plant pots because people can go agressive not believing until I’ve gone into a lot of detail of my visit. Then they admit they were putting the washing on/in the shower/in the yard/on the phone and mustn’t have heard.
Obviously in your case you’ve figured out they were at the wrong house, we often have to make cryptic notes of where we’re going data protection as can’t actually write names and addresses down on some papers and many aren’t allowed a diary to write appointments in.

Complain. I manage a health service. Once received a similar complaint. When I investigated further, turns out the staff member had done this to multiple people. Eventually fired her. You have evidence with CCTV. I'd write the complaint from perspective that you are concerned as when you followed up no attendance you were told they came but you weren't home. You want them to know that (medical appt you were waiting on) is really important to you and your son, that you would never not be available and in future they should call your mobile as your CCTV shows no one came to your house., a phone call at the time could have cleared it up. A good manager will look into it further and get back to you.

Just to add pre Covid I always sent appointment letters out and would have days when I would only get into 1 visit, the other 3 or 4 would not be in.

Did she copy down your phone number wrong too? For long appointment I would have expected her to try and phone you when she rang the doorbell and couldn't reach you. She probably went home early, Happy Friday etc etc

The whole address error wouldn't bother me much tbh, it can be cleared up easily. I would be more concerned about the rescheduling of the appointment?

@Aiaiaicorona I’d be more inclined to believe she was at the wrong house if it wasn’t for the fact she also wasn’t at the wrong house she said she was at. Which makes me think she wasn’t at any house. As this happens regularly to you, do you not call the persons phone? Then they could say sorry was just hanging the washing out or whatever. I would’ve thought phoning would be a good idea. Ok, maybe not if they are like quick nurse visits where by the time you’ve knocked three times and called up you’d not have time for the actual appointment but with people where the anticipated time is an hour why not just call? What would’ve happened if I hadn’t called her.

Sounds like a pack of lies to me

Did she balls attempt to turn up for the appointment... she's just trying to unsuccessfully cover her arse..

@SillyOldMummy my thoughts exactly

I actually don’t believe she copied the address down incorrectly. I think she made it up to lend weight to her ‘I must’ve been at the wrong house argument’ not realising I had the ability to know for certain she wasn’t at that house either. As otherwise she went to wrong house number and the wrong street. That’s pretty inept when your job relies on you visiting people at home.

She didn't come at all for whatever reason and thought 'oh there was no answer' was an easy lie.

You challenged that and she realised it wouldn't wash.

She then lied about having the wrong house number as a way of covering it up as she needed a different excuse for the non attendance. Your address is and always has been correct.

This is what I instantly thought anyway!

Does it matter now? The appointment was missed. Rearrange and move on.

How were things left re: the appointment? Has it been rescheduled?

Is this a private appointment (ie do you pay this person to come?)

[quote KitHenry]@Aiaiaicorona I’d be more inclined to believe she was at the wrong house if it wasn’t for the fact she also wasn’t at the wrong house she said she was at. Which makes me think she wasn’t at any house. As this happens regularly to you, do you not call the persons phone? Then they could say sorry was just hanging the washing out or whatever. I would’ve thought phoning would be a good idea. Ok, maybe not if they are like quick nurse visits where by the time you’ve knocked three times and called up you’d not have time for the actual appointment but with people where the anticipated time is an hour why not just call? What would’ve happened if I hadn’t called her.[/quote]
We don’t always have phone numbers unfortunately and when we do we have to write down the bare minimum details. Its a pain and I wish we had smart phones or tablets with a secure way of finding out details. I have a laptop that doesn’t always connect and the battery life doesn’t last for my mobile day. If I can’t get in to an appointment I usually ring our admin to get a phone number. If they don’t answer then I don’t hang about. I also don’t have a work phone so I think if they can’t be in why should I use my phone credit.
But I will add in 5 years of community work I have only once gone to the wrong address. Think of 2 roads close by one Rd one Ave and I went to the wrong one. It didn’t feel right so I rang. My gut instinct is now strong and I know if they’re going to be in or not. I work in a difficult area where phone numbers are changed almost monthly so we rarely have the right one.
I agree that in your case it sounds like they just didn’t bother which is completely unacceptable.

Did she come to next door at the wrong time? Say 9:00 a.m. and you were expecting her at 11:00. I can't think of any reason why she wouldn't want to keep an important appointment with a child. Unless she's like someone a PP mentioned, does this regularly and eventually was sacked.

I presume the CCTV is pretty conclusive here. If no-one came to either door, then no-one came.

Just call the practice and say that no-one called and you wish to make a new appointment as soon as possible as you have been informed that the address the healthcare professional had was wrong. If they challenge you on it, just ask to speak to the practice manager and explain that your door is monitored by CCTV and no-one called. If the practice want to make a big deal of it then you have the evidence to back you up. Given that they had the incorrect address I doubt they will.

@Winniewonka I checked the CCTV an hour either side of the time she told me she knocked which was 35minutes after the time I was expecting her (time on appointment letter) and 5 minutes after the time she apparently had scheduled in her diary.

@Aiaiaicorona Yes, I think you should be given smartphones or tablets at the very least. I think you should be given a work phone when out in the community!

She said I’d receive a new appointment in the post within 2 weeks

If she’d written the time wrong in her diary too it just give much hope! I always give slots so between x and y because I don’t like being late if something crops up beforehand and equally that way I can turn up earlier than in my diary if there’s no answer at one.

I think you should complain as it’s just not ringing true at all. A PP said she used to manage someone who did this and just pretended she’d been and it’s awful. It needs looking into.

I hadn’t thought about complaining but you are right maybe I should take it further as she could be doing this to multiple people and her manager could be completely unaware.
I had assumed when they didn’t show up that perhaps they had been attending an emergency or another appointment ran over as these things do happen. Which I why I waited for an hour before phoning.
Not sure I want my child to have an appointment with her now, as the trust is broken - do you think I could request someone else?

I’d request someone else for several reasons-
This person is a liar, for whatever reason they didn’t attend so what else do they lie about.

You need to mention to their manager about this- will they hold it against you.

The trust is gone.

If this person is performing medical procedures on your child do you feel they are trustworthy?