"Awful service and treatment by consultant."

About: Birmingham Children's Hospital NHS Foundation Trust

(as a parent/guardian),

My 13 year old daughter and I went for a follow up appointment today. We arrived on time and were left waiting for one and a half hours until I asked when we were going to be seen before lunch time.

I was told I still have a 3 hour wait because the consultant wanted to see all the other children first. None of the other children were urgent cases.

I feel the consultant was being malicious because I complained about their behaviour previously.

At the last appointment I was told that I should be grateful that my daughter was seen, after we waited to see the consultant for over 3 hours. This is just a brief outline of the awful treatment my daughter received at this hospital. Just to make matters worse they have lost her medical records. They have been missing for over 4 weeks.

BCH state on all their patient information boards how they treat every patient with great respect, honesty etc, from my experience they have failed to implement this.

I have never visited such an awful department in a hospital where the staff I came into contact with have no respect for their patients and where the consultants I came across are malicious towards children. The worse experience I have ever had. What is the point of guidelines and procedures if people cannot adhere to them? If anyone would like their child to be treated with respect and dignity go to another hospital.

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Response from Deputy Head of Nursing, Patient Experience & Participation Lead, Birmingham Children's Hospital NHS Foundation Trust We are preparing to make a change

Dear Disappointed Parent,

Thank you for contacting us, I am very sorry and upset to hear about your recent experiences and that it has been so awful for you and your daughter.

You raise some concerning issues which need looking in to. I understand that you have raised these concerns as a complaint and they are currently being investigated.

I do hope that through this process we will address all of your concerns, make sure changes are made and that we repair your trust in us to provide the best care we can for your daughter.

If at any time you feel this is not so or indeed you wish to discuss any of the issues you have raised further then please do not hesitate to contact Marion Harris, Head of Nursing for Surgery on 0121 333 8387 or me.

With kind regards,

Janette Vyse, Lead for Patient Experience & Participation

t: 0121 333 8619 or e mail: janette.vyse@bch.nhs.uk

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