"Booking system is a joke ! !"

About: Birmingham Dental Hospital

Anything else?

I have nothing but praise for the treatment I have received. The politeness, professionalism and care and the excellent results of the work done but, and it is a big but, the booking system is worse than useless. I will try to explain very briefly. I needed to change an appointment. Rang booking office, a lovely Scottish gentleman on a recorded message stated no-one could take my call and to ring back as they could not promise to return the call. I did, 17 times. Same recorded message. After the 1st call I was sent, without checking with me if convenient, another appointment that I could not make. Again, I telephoned. Same Scottish gentleman and recorded message. This went on for three months. In the end, I lodged a complaint. Four months later I received a response saying "has anyone contacted you about your complaint. We don't have a department that deal with complaints and this has just been passed to me to deal with". I think that sums up the booking system. Wonderful, wonderful staff, treatment, etc. but woefully, woeful lacking booking system that must be causing frustration to all the patients who are prepared to give up their time for students to have live practices. I have just telephone ad, you've guessed it, Scottish gentleman and the dreaded recorded message.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Birmingham Dental Hospital

The hospital management team apologises that you could not access the service and were then subsequently inconvenienced by being sent an appointment for an inappropriate time. Staff aim to listen to answer phone messages at half day intervals and there is also an email address for patients to contact the hospital when the phone lines are busy, but we recognise that for many people they prefer to speak to someone to make their appointments. The voicemail you have described indicates you have been telephoning a specific floor / clinic within the hospital rather than the Booking Office, and a member of the mangement team will look into the reasons why calls on this specific floor were not being answered and provide further feedback. Unfortunately it is difficult to provide further feedback via this platform, and ask you to telephone 0121 466 7128 and ask to speak with Alison Last or Anne Pemberton for an update on the issues you have experienced.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Updates, changes and questions related to this story