Issue affecting appointments in the South East and South West regions
There is an issue affecting appointments in the South East and South West Regions that is causing missed appointments for families. This is the result of appointments not flowing correctly from the Pinnacle National Service Centre into VIVO's scheduling system.
We are very sorry for this and realise how frustrating this is for families, especially as there have been earlier problems with connectivity between the Pinnacle and VIVO systems that have also led to missed appointments. VIVO are working extremely hard with the systems team to identify exactly why this is happening and to find a robust solution.
Interim fixes are being arranged and a permanent solution will be implemented as soon as possible. Meanwhile, VIVO will make contact with families that have been impacted to confirm or reschedule appointments where required.
Where families have had a missed appointment, they will receive compensation.
We will continue to keep families updated regarding this issue and again would like to reassure you this matter is being taken extremely seriously and every effort is being made to resolve this as soon as possible.