"Did not even get an appointment!"

Anything else?

Well I did not have any treatment, but let me explain. I was referred there by my dentist, to have an impacted wisdom tooth out.

I tried to call the line as instructed in the letter, but it was always ringing out and no one picked up. After many attempts over a few days I decided to try and book by email (as they only give you 7 days to book an appointment), and gave them all the info required in the letter they sent me.

I then received an abrupt email back, telling me that I cannot book my email and I would have to call them again. How rude, seeing as I provided all the information requested in the letter - so no one could even be bothered to call me back; instead, demanding that I call them, even though no one picks up when you call.

I called them again and after a few attempts I actually got through. However, the receptionist was rude and unhelpful. I asked her why can you not book by email as you can’t get through on the phone and she hung up on me. I then called again, and actually got to booking the appointment. I think it was the same lady again, but cannot be sure.

Anyway, I have just started a new job and cannot take any time off until April as I have to attend all the training sessions, and I explained all this before when I sent them the email to try and book an appointment. The receptionist then abruptly told me that they cannot book me in for April as it is too far away and the referral from my dentist would be "too old" and that my dentist would have to re-refer me again!

So if that is the case, why did they not just tell me that when they replied to my email? Why waste my time and money calling them? I think I will go private now to be honest, as their service is rubbish and very restrictive, and does not seem to acknowledge that people have to work and cannot always have an appointment within a couple of days of calling them etc.

So overall, I made the effort to give them all the information required, yet I have ended up with no appointment at all, and my tooth is still hurting me. Class!

Story from NHS Choices

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Responses

Response from Birmingham Dental Hospital

I am disappointed to read of your experience, and have emailed you directly to confirm that your complaint has been passed to managers for a response and to arrange an appointment for you to be seen. If you wish to discuss you experience with Alison Last, Associate Director of Patient Experience, or Anne Pemberton, Head of Patient Experience, please phone 0121 466 7128 or 0121 466 6502.

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