Care Opinion

Voice mail full, Cant re-book Botox injections

Posted By JBW1972

"Voice mail full, Cant re-book Botox injections"

About: Belfast City Hospital / General Medicine Royal Victoria Hospital / General Medicine

(as the patient),

Have been in attendance with my consultant firstly at Belfast City Hospital then at the Royal Hospital Belfast for botox injections for my Facial Palsy (Hemifacial Spasms), I had my last set of injections in September 2021 and was due again in December. I was never given a next appointment when leaving any of my appointments, I had to phone myself 1 month before I needed the next appointment. On phoning in November for my December appointment, all I got was the voice box of the secretary where I left my details and when I needed my appointment. Unfortunately I never received an appointment and on phoning again I only got a message to say the voice mail box was full.

I have since tried phoning both the City and Royal hospitals to try a get in contact with my consultant or his secretary. However I was not able to obtain any information or an appointment and am left with my right eye closing and my face dropping due to the botox wearing off.

3 month intervals were not enough but better than nothing, you could feel the injections wearing off after 1.5/2 months time. I would just like to get my injections and not be left in limbo.

The voice mail box is now not in service!!! Very disappointed. 

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Responses

Response from Mary Hanrahan, Interim Co Director, Maternity, Dental, Gynae, Sexual Health and Regional Fertility Service, Belfast HSC Trust 2 years ago
Mary Hanrahan
Interim Co Director, Maternity, Dental, Gynae, Sexual Health and Regional Fertility Service,
Belfast HSC Trust

Submitted on 24/03/2022 at 13:22
Published on Care Opinion at 13:22

picture of Mary Hanrahan

Dear JBW1972

I am sorry you are having such a hard time trying to contact your Consultant to organise your Botox follow-up injections.

I note that you have said that this is now impacting on your eye.

If you contact the Trust Complaints Department on 02895048000 and let the Complaints Department know your name, health and care number if you know it and your telephone number and advise them that this is related to Botox treatments.

The Eye Service will get in touch with you and provide you with an appointment if you are an existing patient, if not, the Eye Service will direct your query to the relevant service on your behalf.

I am very sorry you have had a challenging time in getting in touch for your follow up care. Please do let the Complaints Department know your individual contact details to that an appointment can be made for you.

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

Update posted by JBW1972 (the patient)

Have tried phoning the number given above every day since receiving the reply, but there's been no answer!

Response from Elaine McMahon, Business Support Officer, Maternity and Neonatal Services, Belfast Health and Social Care Trust 2 years ago
Elaine McMahon
Business Support Officer, Maternity and Neonatal Services,
Belfast Health and Social Care Trust

Submitted on 04/04/2022 at 15:37
Published on Care Opinion on 05/04/2022 at 14:31

Dear JBW1972

I am sorry to read of your inability to get through on our Complaints Telephone line. The current operating hours are Monday to Friday 10am until 12pm. This line can on occasion be busy and we are also contactable via email complaints@belfasttrust.hscni.net and online submission through the following link, Online feedback form | Belfast Health & Social Care Trust (hscni.net)

We will be moving to new opening hours of 10am to 12pm and 2pm to 4pm, Monday to Friday. I apologise once again and would be happy to speak with you directly if you wish to provide your contact number.

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

Update posted by JBW1972 (the patient)

Thank you, have now sorted myself out with an appointment after phoning the neurology help line, who did answer their phone and where able to get me a number for the consultant's new secretary. The last one retired but you would think as your name was in the system that a courtesy letter be sent informing of such changes. Maybe something the trust should consider for the future, so people aren't left feeling abandoned.

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