"Telephone is never answered."

After recently being treated by the orthodontist department, which was excellent and faultless during all 3 years of my treatment, I have been referred to the restorative clinic. However, after my first appointment was cancelled I have been trying to get in contact with them for around 6 weeks to find out more about what will happen next. The telephone has not been answered once. I've called at different times in the day and left numerous messages with my contact details. If the telephone service is this poor I dread to think what service I'm going to be faced with when actually attending the clinic. The hospital itself is clean, the staff are friendly and always helpful however their phone service really lets them down. As a patient who doesn't live close to the hospital, the phone is obviously the main port of contact, which I'm sure is the same for many other patients so I think this issue needs to be addressed.

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Responses

Response from Birmingham Dental Hospital

I am so sorry to hear of the trouble you have had when trying to contact Birmingham Dental Hospital by telephone. I am aware of the difficulties patients have experienced which is due to the high volume of calls received each day. The hospital is exploring new ways to resolve this ongoing problem and are currently planning a message taking service for orthodontics patients which will ensure messages are taken and passed on in a timely manner. If this resolves the situation it will be expanded to other services. Whilst the timescales for this have not been confirmed, I would like to give you my assurance that action is being taken to address the situation and hope improvements will be evident in due course. In order to address the specific query about your appointment please email contact.bchc@nhs.net or phone 0800 917 2855 and the Customer Service Team will be happy to assist you. Kind regards Alison Last Associate Director of Patient Experience B'ham Community Healthcare Trust

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