"A big thanks to Angliss Hospital, I now have my child's birth certificate."

About: Angliss Hospital / Maternity

(as the patient),

My son was born a few months ago. I sent off all the paperwork to Births Deaths and Marriages. They processed my paperwork and took my money by mid October. I was still waiting on my son's certificate by the start of January. I called BDM and they advised they were waiting on confirmation from the hospital and that they would contact the hospital to get the relevant info. This didn't happen. I rang back a week later and they claimed they were still waiting on the confirmation and that I should contact the hospital.

I rang the Angliss Hospital and spoke to a very lovely woman in the Birth Suite, Arda. She was super helpful and ensured me that the information had definitely been sent but that she would organise for it to be sent again. She then rang me back and confirmed it had been sent again and even rang BDM on my behalf to confirm they received it.

I rang BDM again the next day and they said they still hadn't received the information even though Arda sent it again and sent an email regarding the situation. They informed me that they were working on it but that's all they could tell me. I called again this morning and wouldn't take no for an answer. They have finally informed me that it is complete and are sending it today.

I couldn't have got all this sorted without the help of Arda. She was super helpful and very sympathetic to my situation doing all she could to make sure everything got sorted. I will be sending a complaint to BDM about their lack of customer service and the fact I ended up spending well over two and half hours on hold to them.

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Responses

Response from Jo Gatehouse, Director, Quality, Planning and Innovation (Acute Health and Consumer Participation and Patient Experience), Eastern Health

picture of Jo Gatehouse

Dear Caz,

Congratulations on the birth of your son. I hope you are both travelling well.

I was sorry to hear of the difficulties you had in obtaining a birth certificate for your son from Births, Deaths and Marriages. However I was very pleased to hear that Arda was able to assist you in your endeavours to receive this certificate.

Please be assured that Arda will receive this feedback along with the Managers of the Birth Suite at the Angliss Hospital.

Thank you so much for taking the time to tell us about your experience.

All the best,

Jo Gatehouse

Director Quality, Planning and Innovation

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