"My 2 yr old daughter refused an apt"

About: City Hospital (Birmingham)

I took my daughter to Warwick Hospital when she fractured her arm. She is 23 months. The service was outstanding and we were in and out within 40 minutes. This is the NHS at it's best. However, in order to take the cast off I had to get referred to City Hosptial (local hospital) where I had to call the Orthopaedic surgeon's office. The woman who answered the phone said she hadn't received anything on file and that I would have to get Warwick to send the letter. I find it hard to believe that Warwick didn't send the letter. I have a copy of it too. She went on to accuse me of being rude to her when I simply asked "what do we do next?" "Why can't you sort this out?". I just got the typical public sector "computer says no" response and she thought that this was acceptable. At one point she said "even if you were booked in it would be a couple of weeks time." I said "so City thinks it's acceptable to leave a 2 year old in a cast for 2 weeks longer than necessary?" I then drew the conversation to a close. It isn't acceptable is it? Then I phoned back Warwick. The helpful receptionist there said "I don't know what to do about this but I will speak to a doctor and get back to you." 5 minutes later she rang me back and my daughter is booked in at 2pm today to have her cast removed. My sister lives in Warwick. It's a nice area. I live in Ladywood. It's not what you would call the best area in town. I got this sorted because I am lucky. I'm educated, I don't have a disability and I generally have the balls to work the system. It makes me angry that for people more vulnerable than I am, the service is dire and sometimes non-existent. There must be plenty of 2 year olds that daily get neglected because someone at front of house at City just says "no". I had my daughter at City and generally I think the doctors and nurses are amazing. However, the people who answer the phones need training in customer services. Because we are customers and it's time that all parts of the NHS realised this the way that Warwick Hospital have.

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Responses

Response from City Hospital

This should not have happened. Ladywood residents should expect (at least) as good a service as those in Warwick. If you could please email your daughter’s details to us through sw-tr.pals@nhs.net we will look into what went wrong in communication. Toby Lewis, Chief Executive.

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