"Please treat patients with kindness and respect"

About: Birmingham Women's Hospital

Twice I have called 0121 626 4533 and twice the person has been rude to me. I called at a couple of minutes to 8. Instead of asking me to call back a little later the person acted throughout as if they couldn't believe I had the cheek to be calling at that time, then barked instructions at me about the appointment. The person kept referring to the fact that i had called early and as I started to explain why they hung up on me. The whole conversation only lasted a few seconds but left me in tears. If the staff cannot treat patients with kindness and politeness they should keep the phones off until such time that they are ready. I wouldn't normally complain but given the same person spoke to me in the same way when I called a few weeks ago I think it's important something is done as people who call this clinic are often in a fragile state anyway and can do without being treated with such disrespect. I know what great work the nhs do and how under pressure everything is but as when staff take that out on patients nobody wins. I keep telling myself this was just one person but I am really worried now about how my treatment will be at this hospital.

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Response from Birmingham Women's Hospital

We are sorry that you have experienced rudeness on two occasions when ringing the hospital and we are concerned that you have been spoken to in this manner. No patient should be treated in this way and we would like to look into the issues you have raised. Would you be able to contact our PALS Department on 0121 627 2747. If we know the department then we can do more. PALS provide a friendly listening ear and it may help to talk to someone directly at the hospital. Thank you for bringing this to our attention, your comments will be taken seriously. Kind Regards, Birmingham Women's Hospital

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