To ask if this is normal, trying to get through to a hospital re an appointment.

[BlueBloodedBlue]

Waiting in a telephone queue for nearly an hour but apparently I've been number 1 in the queue for the whole time.

This is the fifth or sixth time I've tried and despite calling numerous different numbers and speaking to 3 different people, I end up being diverted to the same place as number 1 in the bloody queue but no answer despite waiting over half an hour each time.

I've been waiting for an appointment since August and got a letter yesterday, with an appointment for Friday which I just can't do.

It's Kings College hospital, Denmark Hill.

No wonder people are marked as No Shows!

Do you have a named consultant? I would try getting through to the consultants secretary & see if they can help.
Or tbh is even google the department & try numbers until you get through. I’d also be trying different times of day if you can, some of the lines are open til 8 in the evening (depending on hospital) it’s rubbish tho.

Thanks, it's s first appointment so no named person.

The lines close at 3.30, which is helpful and I work in the mornings so can't call until this sort of time.

It's madness, I've tried about 8 numbers - the problem is that they all end up in the same place.

If I was sure there isn't some problem with the line, I'd just hang on but don't understand how I can be number 1 in the queue, every time and for so long.

Sadly normal. My daughter had an accident last July meaning she had to have pins in her arm, finally got the all clear early Dec that she could have the pins removed. I was told to that we’d be sent a date within a week. Nothing.
I followed up via the phone number they gave us, it rang 4 times then went to answerphone that had a full mailbox every time. I must have tried to call 30 times at all different times and days, never got answered.

On the 5 Jan i got a call asking why she had missed her Covid test for her surgery scheduled the next day - we knew nothing about either the surgery or the Covid test. It was all so chaotic.

Post surgery they made her 3 appointments at different times on the same day for her to get her stitches out, so I had to call them to cancel 2 of them, same thing of engaged phones and no answer phone. The NHS admin is completely not fit for purpose.

Our local one is a teaching hospital, and as I work at the university my calls from my work phone are recognised as an internal call, so I usually get a quick response! This is a useful superpower. Unfortunately, it doesn't work when I'm ringing my GP surgery to renew a prescription, as I frequently end up in a situation like the OP's.

Have you tried reaching the department via switchboard? If the phone isn’t answered the call will likely divert back to switch and they may be able to try a different extension.

No not normal and sounds like there's a problem with that line? Is there a main switchboard with a real person you can speak to? Or a facebook/twitter account you can contact to let them know there might be a problem?

Maybe someone here www.kch.nhs.uk/patientsvisitors/help-and-support/pals can help?

Are you calling the department where you have the appointment or are you calling the appointments centre? If the former then try the latter as they should be able to cancel/rebook for you.

I've tried, numerous times, both the numbers on my letter, the main switchboard, Reception of the department who said they can't change it but would transfer (to one the numbers above). I even asked if DH could go in and reschedule (nope, not allowed).

So far, clocked up nearly 4 hours on the phone, at one point I had both home and mobile in one queue or another!

Had the same problem last year.

Turned up for surgery that no one had told me was cancelled.

Didn’t turn up for surgery - no one had told me it was rescheduled and booked in!

Then got marked as a no show. For an appointment that they had assured me was cancelled.

I gave up and went to PALS. Amazing how quickly someone from the correct department phoned me back then.

Ime yes. Also getting through then cutoff. Try early or later in the day. Are you allowed to rearrange, dd can only once otherwise she needs a rereferral. Could it be a cancellation, hence short notice.

Yep no one ever answers then they get annoyed when you don't show up

Pals were great when a answerphone was always on but messages were never replied to. They got everything sorted the same day.

The worst bit is they write a letter to the GP who then sends a stern letter for you missing it and then when I phone up to try and explain to GP I I have to join the queue for appointments to be referred again

Have you tried PALS? They sorted out our ridiculous blood test appointment system for me. I had to email them though.

Been trying to contact Outpatient appointments at Addenbrooke’s to change an appointment for about two weeks now. It just rings and rings and no one picks up, no idea what’s going on as it never used to be this difficult to get through.