"lack of communication"

Phoned appointment line and asked if ear irrigation could be given at any of the practices and the receptionist was unsure so she said she would call back with the answer. She did phone back and the answer was yes and it was arranged for 10am on 17 October 2024 at Hadley practice. I might mention that I said my preferred sites were Lawley or Oakengates but Hadley was presumably the first one available. Never been there before so arrived early only to be told that my appointment had been cancelled as the nurse it was booked in with did not carry out this procedure. I was then told that it had been rearranged for 5 November at Oakengates. This is a long time to wait when you have persistent buzzing in your ear, you are 79 and cannot hear properly. However, it is is easier to accept the two week wait than to try to get through to see if an earlier one can be given, we were 46th in the queue the first attempt and second time the callers were at capacity, phone again!!!!

My complaint is that when this appointment was viewed by the nurse with whom it was made, why didn't she mention to one of the call line people that I needed to be seen by someone capable of carrying out an ear irrigation in order that they could ring me back to tell me and rearrange. Conversely why was I not told of the rearranged appointment by text or telephone call. This new "all singing,all dancing" IT system unfortunately is as usual, rubbish in rubbish out. You cannot provide an IT system that thinks for itself as a human would, no logical steps. I no longer have the confidence that I am being "cared" for and at my age that is very worrying.

I would like to comment that I read reviews of the Hadley practice and was a little worried by the poor reviews of the staff. I would like to say that the lady I spoke to was very apologetic and was extremely polite and helpful, the one redeeming feature of a complete waste of an hour of my day!!!