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Care Opinion

Poor call handling

Story from nhs.uk

"Poor call handling"

About: City Hospital (Birmingham)

I called to see if an eye specialist was on duty as I had a piece of metal stuck in my eye. At the first attempt, A&E didn't pick up. I think the receptionist knew they would never pick up because when I spoke to her and she said she'd put me through to A&E I was hung up on. So I called again and reception had to repeatedly try A&E who simply never picked up. I am left wondering whether to try a two hour round trip to A&E, driving with only one eye, simply to discover whether an eye specialist is on duty who can help me or whether I'll be sent home to come back another time.

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Responses

Response from Sandwell and West Birmingham Hospitals NHS Trust 2 years ago
Sandwell and West Birmingham Hospitals NHS Trust

Submitted on 25/11/2021 at 15:13
Published on Care Opinion at 15:13

I am sorry to hear of the issues you faced when calling our A&E department. Birmingham and Midland Eye Centre (BMEC), is based at City Hospital, and specialises in treating patients with eye emergencies. I apologise if you were unable to get through to BMEC’s A&E department. However, if the issue was related to the A&E department at City Hospital please could you confirm this by emailing the communications team at swbh.comms@nhs.net so they are able to forward your complaint to the correct team for further investigation. Kind regards, Richard Beeken, Chief Executive.

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