"Constant battle with bad / very unsatisfactoy..."

About: City Hospital (Birmingham)

From start to finish, City Hospital's admin function was a real problem. I ended up having to complain to PALS re four different issues caused by admin staff there. The problems still weren't satisfactorily resolved. A separate issue re this hospital's Medical Records Dept is still on-going. I eventually did get to see a consultant, but this was despite (not because of) the admin side. On the day of my appointment (two had previously been given, but were wrong for reasons caused by the admin side), it was hot and I enquired as to whether any water was available. Every single drinking tap was out-of-order and no drinking cups were available. I asked a receptionist if they could help - they said it was their first day and that they didn't know where anything was. As the receptionist didn't bother to ask a colleague, I approached a passing nurse. The receptionist clearly hadn't been given any orientation, as they also had no idea as to where the WCs were and they had no list of patient appointments for the day. Total nightmare!!! I didn't want to be referred to City Hospital in the first place (due to negative things I'd heard), and it lived up to its very poor reputation. Wild horses wouldn't drag me there again. By the way, I worked as a manager in the NHS for five years - if any of these had been my staff, believe me that procedures would have been enacted to improve the abysmal lack of service / aggressive attitude of those I encountered.

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Response from City Hospital

Thank you for your feedback. I am sorry that you have felt aggrieved by our admin team. We as a Trust aim for a high standard of professionalism from every depertment within our hospitals. I really hope you can send out the details of your experience to our Complaints Department. Please feel free to contact them directly if you would like to talk to them in person on 0121 507 4346 or swbh.complaints@nhs.net. Thank you and I wish you well, Kam Dhami, Director of Governance (Acting CEO).

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