"Can't stress enough how much this hospital should..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

The current orthodontist is very good - they explain what they are doing and why, and are quick to answer any questions. They are also clearly very meticulous about their work and made a very good, neat job of removing and reapplying my brace after the previous orthodontist fitted it incorrectly.

The reception staff and nurses are always very pleasant and friendly.

What could be improved

The organisation of this department is absolutely ridiculous.

The previous orthodontist fitted my brace in October. When I saw another orthodontist in December, they discovered my brace was in the wrong position and moving my teeth incorrectly. It was arranged to be fixed in January, but after a number of cancellations it was not fixed until April - meaning I wasted six months moving my teeth to the wrong position. I have yet to be seen since it was fixed.

I have had seven appointments cancelled since January - two in January, one in February, two in March, and another one each month in April, May and June. All cancelled, rearranged and subsequently cancelled again with very little notice by the hospital. The most recent cancellation came less than 24 hours before the appointment, with no indication as to when it would be rearranged for - and I'd already had to chase the hospital up numerous times to make it in the first place, as it was never sent in the post like I was told it would be. It was already nearly a month overdue and now I have no idea when the next one will be, as they would not rebook it over the phone. I have managed to be seen three times so far this year despite needing to be seen every six weeks.

I was told I would have a consultation with the oral surgeon to explain the procedure to me before the brace was fitted. This never happened and the only reason I know about it is from my own research. I have been told it is unlikely I will now see the surgeon before the surgery is due to take place - and the delays are setting that date further back.

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Response from Queen Elizabeth I I Hospital

Your experience does not sound satisfactory and if you are willing, we would be happy to look in to the matter further. If you would like us to do that, then please e-mail us at generalenquiries.enh-tr@nhs.net. In the meantime, we're sorry for the problems that you have had with the service to date.

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