"Orthodontics telephone not answered for a whole..."

About: Whipps Cross University Hospital

I tried to call Orthodontics to get some advice about where I should go for a repair to a long term retainer given to my son when he was treated at Whipps Cross some years ago.

At the time of my son's treatment, which included some facial surgery to widen his top jaw, I could not have praised the Orthodontic and Oral Surgery Department enough.... they were absolutely fantastic!

On this occasion however I was disappointed...

and I felt extremely sorry for the Switchboard Operator who continually tried to connect me on numerous occasions, to no avail.

On three or four of these calls, after waiting on the phone for well over 5 minutes each time, I was diverted to an answer phone message (recorded by the Clinic Manager) which advised that they were on holiday, gave a number for the Reception in case I had an appointment query (which by the way was also unavailable) and then said that if it was about another matter then to contact them on their return from holiday on, wait for it....... 4th August!!!

Since it is now 3rd November, that seems to be a little out of date!

After trying unsuccessfully to contact them on and off for the whole of an afternoon....

I finally gave up.

It is a real shame that current users will have this impression!

Story from NHS Choices

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Response from Whipps Cross University Hospital

Dear Mel0309

We are really sorry to read your experience and for the difficulties you had when trying to contact our Orthodontic Department.

We are also sorry that the information you were given through the voicemail was incorrect and out-of-date. Thank you for notifying us of this. We will make sure that the voicemail is updated.

We hope that you have managed to seek advice for the retainer repair but if you haven’t already done so the direct number for the orthodontics is 020 8539 5522 extension 5434, from 9am-5pm Monday to Friday.

Kind regards

Barts Health NHS Trust

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