"My care was transfered from a yorkshire..."

What could be improved

My care was transfered from a yorkshire orthodontist to BDH in 2009 when I moved here for university. I was seen in Feb (I think) for an initial appointment and was told I'd hear something soon. I called again in June as I had broken my brace.

I was fitted in quite quickly. However, my appointment was at 2pm and I was still waiting at 2.45. I told the receptionist I needed to leave as my parking was going to run out.... they said I would be seen next. I waited another 30 min and ended up with a £60 parking charge.

I then contacted the orthodontics department again in Sept '10 to find out where I was on the waiting list. I was told there were no details on the system and someone would call me back before the end of the week. They didnt. So I called again and explained why I was calling. The person I spoke to was lovely and promised someone would call back before the end of the week.

They didn't. I left it another week before calling with the hope someone would be in touch. I phoned again last week and spoke to yet another member of staff. I was told someone would call me back before the endof the week as they needed to look at my notes. They havent bothered.

I also find that when I phone, its a rarity that someone answers the phone. Either that or its engaged.

I'm going to BDH tomorrow and I'm going to sit there until they can be bothered to find my file and tell me whats going on. I've had my brace for three years now - i'm 21, I shouldnt still have it. When I had my initial appt at BDH, I was told I wouldnt need it for much longer before the restroritive work could start... but how much longer will I have to wait?

Story from NHS Choices

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Response from Birmingham Dental Hospital

Thank you for your feedback. I am sorry you have found it difficult to contact the Birmingham Dental Hospital and have not been called back as you were promised. I understand that as a result of your feedback, you have been contacted by the Associate Director for Birmingham Dental Hospital who will discuss your concerns with the Senior Nurse and contact you again on Friday 31st with an update and response.

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