"Orthodontics dept"

About: Queen's Hospital (Romford)

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My son had the second of 2 appointments cancelled as the orthodontist was off sick on the 1/8/13. It has now been two months and after many phone calls (most of which are unanswered) I still do not have another appointment. I have been told that 200 patients have had to have their appointments rebooked. My son is in pain with his brace, as the first appointment was to fit spacers, the second was to take them out and fit some sort of ring, nothing about the treatment has been explained to me properly. The situation is unacceptable, if a member of staff is off sick then surely they should be replaced, patients are just being left with no information and no idea how long they will have to wait for treatment. I hate to think how far this has set my son back and how much longer he will have to wear his brace because of this. I am not the only one and feel sorry for the other 199 patients who are in the same situation as myself. Its not good enough and should have been managed so much better. I have been to other orthodontic depts in the past with my other children and have never had to endure this complete lack of care. This situation needs urgent review and patients need to be seen.

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Responses

Response from Queen's Hospital

I am very sorry that your son has been kept waiting for an appointment, and that there has been such poor communication. This is unacceptable. Unfortunately it is sometimes necessary to cancel clinics due to staff sickness, or clinical emergencies, but I appreciate how distressing this can be for patients. I would be grateful if you could contact our Patient Advice and Liaison Service (PALS) with details of your son’s situation, and they will try and resolve this for you. You can contact PALS on 01708 435454 or email PALS@bhrhospitals.nhs.uk Yours sincerely, Dr Mike Gill Medical Director

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