Why did Margaret Lister spend 16 hours on hold with the NHS?

Margaret Lister spent over 16 hours on hold attempting to cancel an NHS hospital appointment due to a family bereavement and a lack of internet access.

What caused the long NHS hold times reported by the trust?

The York and Scarborough Teaching Hospitals NHS Foundation Trust cited high call volumes, partly due to cold weather and patients cancelling appointments for safety.

Can I cancel my NHS appointment online or by phone?

While an online cancellation service is available, this case highlights the difficulties some patients, like Margaret Lister, face when relying solely on telephone access.

Home / Health / Bereaved Woman's 16-Hour NHS Hold Ordeal

Bereaved Woman's 16-Hour NHS Hold Ordeal

13 Jan

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Summary

An 84-year-old woman spent over 16 hours on hold.
She was trying to cancel a hospital appointment due to bereavement.
The trust is investigating the lengthy hold time.

An 84-year-old woman, Margaret Lister, described an exhausting experience attempting to cancel a hospital appointment. She spent more than 16 hours over three days on hold with the NHS helpline, trying to cancel a specialist consultation at Scarborough Hospital due to a family bereavement. Lister, who relies on telephone services as she has no internet access, was repeatedly met with hold music despite automated promises of assistance.

The York and Scarborough Teaching Hospitals NHS Foundation Trust acknowledged the extended wait times, citing cold weather contributing to higher call volumes. A spokesperson stated they are investigating the incident to ensure such lengthy waits do not happen again. The trust also noted that snow and ice in the area led many to cancel appointments for safety reasons.

Following media attention, Lister received a call from hospital staff, who apologized for the delay and offered to reschedule her appointment. The trust is also reviewing the telephone helpline issue. This situation highlights challenges faced by elderly individuals without internet access when trying to navigate essential services.

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