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Apology after online appointment booking system glitch at N&N

17:36 06 June 2014

Norfolk and Norwich University Hospital at Colney.

Norfolk and Norwich University Hospital at Colney.

Archant Norfolk Photographic © 2009

Officials from Norfolk’s biggest hospital have apologised after an online appointment booking system broke down.

Patients were left frustrated yesterday and today after the electronic ‘choose and book’ system at the Norfolk and Norwich University Hospital stopped working.

People attempting to book an outpatient appointment were getting a “problem detected” message when trying to select a date for treatment from a service run by the NHS E-Referral Service.

A spokesperson for the N&N said: “There has been a national problem with the electronic choose and book system across the country, which today caused a knock on effect on the system in Norfolk.”

“We’ve been working with the national team and our suppliers to rectify the issue and the system is now working. We apologise to patients and GP practices who have been unable to use the electronic system – patients have been able to contact us by telephone to make an appointment as an alternative.”

Have you been affected by the booking system problem? Email adam.gretton@archant.co.uk

8 comments

  • I did wonder if the booking chaos at the N&N is an attempt to keep waiting targets within gov deadlines. Seems very odd that the QE waiting time for an ENT clinic appointment is 18 days while the N&N quote 68 days and their booking system won't work! Perhaps I am just a cynic but the QE, regardless of special measures status, seems the better option for any patient able to travel. It is unfortunate that not everyone, due to their medical condition, is able to undertake long journeys and benefit from the choice of hospitals. Does anyone know when you become a waiting target statistic? Is it from the GP referral letter or when you actually manage to book an appointment with the clinic?

    Report this comment

    Canary Boy

    Saturday, June 7, 2014

  • Could it be that these bookings are prioritised with regards to what part of Norfolk they are coming from? Does the NNUH favour certain parts of Norfolk before others. maybe Ms Dugdale, still glowing over her new multi million research project coul;d have a look at what can be done for the clients she apparently is concerned for, I'm sure that her staff realises that something ought to be done about it.

    Report this comment

    ingo wagenknecht

    Saturday, June 7, 2014

  • Yes, it is s a national problem - Government body, the HSCIC have changed the rules on the referral system in April & have caused issues across many sites. This hit Norfolk yesterday - who knows how many more daysweeksmonths to go before a 'fix' is sorted. 70 years ago today the impossible became possible - now national bodies are more interested in scoring political points and are not worried about the end user's issues. Dire!!

    Report this comment

    walkerman1009

    Friday, June 6, 2014

  • When I used it yesterday it was showing a whole range of appointments at the n&n on 11th August at 20 minute intervals you just couldnt get to book one. I could select the time but then after asking you to confirm the booking the error message appeared. Now all you get is told there are no appointments I wonder how the lucky people managed to get the appointments showing all day yesterday, and this morning, when the system would not work.

    Report this comment

    Canary Boy

    Friday, June 6, 2014

  • 'Its all down to national problems'! Is it? For two weeks? So what is the message to give to the public? would it be something like,'if you have a referral from your GP, turn up at the hospital and wait? or get the next flight to France and get seen to instantly?

    Report this comment

    ingo wagenknecht

    Friday, June 6, 2014

  • Never been able to use this, always says no appointments available, you ring the number given and get told not to try again but wait for them to send you one through!!!! You wait and wait and then ring to remind them you are still waiting. If you are lucky you then get an appointment several months down the line.

    Report this comment

    Jenny White

    Friday, June 6, 2014

  • Actually CB, there are never any appointments available on this 'system.' That has been the case for several years and I came to the conclusion long ago that it is only a pretend system. Most of the medical staff that I have come into contact with are doing an excellent job but unfortunately far too many of the admin staff could not care less about patients.

    Report this comment

    andy

    Friday, June 6, 2014

  • No it is not working it just tells you there are no appointments available! I rang them yesterday after the online system wouldnt work and the woman on the booking line told me to keep trying every couple of hours. She couldnt book the appointment either so I dont know who you should have rung to make your appointment???? It certainly was not the number on the referral letter! Sad day when if a computer breaks down such an important process grinds to a halt surely contingency planning should mean that there is a back up system and patients are informed clearly of the problem and what they should do to get their appointment asap.

    Report this comment

    Canary Boy

    Friday, June 6, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

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