No, No, No….Yes
Repeat 3 times:
me: Hello, my name is Wendy House. On Wednesday 29th August during my appointment at the fracture clinic the Dr told me that I would have my first physiotherapy session next week, which is this week. The receptionist told me that I would recive a letter with the appointment time – I haven’t recived a letter and I’d like to check what time my appointment is.
I’ll forward you to the [name] department.
They shouldn’t tell you to phone us.
me: They didn’t. They said I’d get a letter, and I haven’t so I decided to phone you.
They shouldn’t have said that – we don’t send out letters.
You’re not on my system. Hang on while I look at these files.
Oh! you’re right on the top with a note to phone you and make a direct appointment – broken arm. It will take some time to enter all this data but I can make the appointment now. Will 11.40 on Thursday suit you?
me: Yes. Do I go to the same place as before? The fracture clinic on Floor 2.
No! Go to physiotherapy.
me: So I’ll walk in the main entrance and ask reception to point me to physiotherapy?
No! They could send you anywhere. Are you driving?
me: (giggles) No, I’m on foot
Go to accident and emergency, stand at the entrance facing the main car park and we’re on you’re left