Postby Christine » Sun Jun 22, 2014 9:35 am
So I got a reply back from CX via PALS. A bit of a mixed bag but overall not very impressive.
The good news is that they've agreed to refund my travel and accommodation expenses, though we'll see if they actually honour that.
The less good news is they're taking no real responsibility for the problems, which they conveniently blamed on sickness and "emergency leave", whatever that is. Which is frankly bollocks considering they still had over a month to inform me and they did indeed inform me by phone when they wanted to reschedule Dr Seal's appointment at the last minute: why not tell me about Dr Lorimer's cancellation at the same time?
They also alleged it caused a delay in sending out the rescheduling notices, which doesn't ring true as my appointment wasn't rescheduled until I turned up on the day.
As for my complaint about having an extra two months to wait, the response was pretty much "that's the way it is, deal with it". They explained that appointments are made months in advance, etc etc: I know. I'd already been waiting months for my appointment.
Whatever I think about Dr Lorimer going on study leave at such short notice, I think the clinic should have rescheduled patient appointments to cause the minimum delay as a matter of priority. They didn't.
They did offer their "sincere apologies", but it feels like a bit of an empty gesture when they weren't prepared to offer anything where it really mattered.
I've informed PALS that I'm not satisfied with the response from CX and will be escalating it to an official complaint.