Access Issues Resolution Service (AIRS)

Our Access Issues Resolution Service (AIRS) is a free dedicated helpline for patients and GPs who are experiencing difficulties accessing their care or appointment.

Some of the issues AIRS will resolve include patients who have not received a follow-up appointment, cancelled outpatient appointments, operations or diagnostic tests and GPs who are waiting for diagnostic test results.

AIRS aims to agree a resolution plan with patients within five working days, which should help improve patient experience, reduce complaints and strengthen our relationship with GPs across our boroughs.

While working with patients, GPs and services across our hospitals, AIRS will also identify common themes in the type of queries received, which will help reduce similar problems in the future.

Some of the issues AIRS will investigate

  • No appointment or referral letter received
  • Multiple cancellations of an outpatient appointment
  • Lack of follow-up appointment
  • Difficulty contacting a department regarding appointments or results
  • Cancelled operations or diagnostic tests
  • Waiting times for diagnostic test appointments
  • GPs who are waiting for diagnostic test results
  • Discharge summaries

How to contact us

AIRS is available Monday to Friday, 8am to 5pm, and can be contact by email or phone.

What AIRS cannot help with

AIRS is a separate service to our existing Patient Advice and Liaison Service (PALS), and cannot investigate queries such as information requests, fast tracking patients, quality concerns and clinical advice and guidance.

Please continue to contact PALS, who help resolve problems, provide confidential information and advice on other NHS and social care services and assist those who wish to make a complaint.

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