"berated by nurse"

The nurse on the reception desk at 7.35 on wed 11th February single was uncaring and unsympathetic. When I was asking why I couldn't be seen she got visibly annoyed with me. I had been told by a max fax doctor that I needed to have my wisdom tooth removed immediately at 11PM the night before and it was vital. I arrived early hoping to be seen as I have suffered chronic pain that the night before had to be controlled at the hospital. I was in a terrible state and I'm on high dose of painkillers. we asked for advice as I had failed to get alternative appointments and was utterly desperate. I will admit I was annoyed but did say sorry to the nurse and that I understood that she couldn't do anything. I explained the problem a little more and she asked to wait. 10 mins after she called me over saying an appointment could be made for the next day. Then proceeded to berate me for being difficult. I was not difficult. I was feeling as if she didn't see my problem as important and that I didn't matter. I won't name her but I did ask for her name. Kicking someone when they were down, hadn't eaten or slept for two nights was something I didn't deserve. the Monday of the same week when I was trying to get help I was also turned away by the same department. I urge people to be a little more kinder and understanding on the front desk. Be professional and not take things personally. People have to question things.

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Responses

Response from Birmingham Dental Hospital

Dear Ms Dawes I am very disappointed to read your description of your experience when visiting Birmingham Dental Hospital. I have asked the General Manager of Birmingham Dental Hospital to look into the issues you have raised and contact you to let you know what has happened as a result of your feedback. I am sorry your visit has left you with a poor impression of the hospital and the staff who work within it. If the hospital has not been able to identify you by your name alone (which you provided with your feedback) please contact me, Alison Last, Associate Director of Patient Experience on 0121 466 7128 or email alison.last@bhamcommunity.nhs.uk and I will take your details to enable an investigation to take place. Thank you for taking time to give us your feedback, we value all feedback, especially when it tells us we have not got things right for patients, as it helps us to make improvements where necessary to how services are delivered. Alison Last Associate Director of Patient Experience Birmingham Community Healthcare NHS Trust

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