Last week we alerted you to an urgent issue where VIVO’s system was not receiving appointments being transferred by Pinnacle. Unfortunately, the issues are impacting families through missed appointments. The technical teams have identified the causes of the problem and fixes are currently being deployed.
Families who have contacted us about missed appointments will start to be contacted by VIVO this weekend to apologise and agree a new appointment. The first families should also start to receive compensation early next week.
We are truly sorry that many families’ first impression of the new contracts will be negative, and we know how incredibly frustrating it is to wait in for nobody to arrive, in some cases multiple times. VIVO and the systems team are working to ensure that the lessons are learned, and this issue cannot be repeated.
