The automated booking system in the nhs

In February this year I visited my GP. One outcome of the visit was that I wrote a letter to Alan Johnson (linked to this blog, and in the side bar). You will see that the process was about an appointment with a specialist team in a local hospital. As the weeks progressed the need  for the appointment receded, so I tried to cancel it. Here's a very short version my three attempts to do that:

1. The automated telephone answering machine: "we are sorry but we are experiencing an unusually high volume of calls and all our staff are speaking to other callers, if you have access to the internet ..."

2. The automated computer response: "We are sorry, but the web browser you are using is not compatible with the online Choose and Book service. We apologise unconditionally for any inconvenience caused by this problem and can assure that we are working to make sure that future versions of the Choose and Book online service work in as many types of browser as possible. You can still book over the phone by calling 0845 60 88 8 88 (Textphone: 0845 8 50 22 50). Booking lines are open from 7am - 10pm. A translation service is available if you cannot speak English. Please have your appointment request letter to hand when you call."

3. The real person, reading from a script, ie the automated person: "Can you give me your special code word ... thankyou, ... and your password ... thankyou. 
Now can I have your full name ...  thankyou
and your date of birth?

My date of birth? For goodness sake, all I want to do is cancel an appointment in the diary!

I'm sorry madam, I cannot do that unless you give me your date of birth. It is a security measure for the computer.

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"Since coming to power in 1997 New Labour has spent upwards of £70billion on management consultants and new IT systems." p98, Taking Liberties Atkins, Bee & Button 2007.