"Awful"

I went with my boyfriend today to the dental hospital, I rang the night before and asked what time to get there to be guaranteed an appointment. The man on the phone said between half 7 and 9, we arrived at just before half eight and the receptionist was very rude and unsympathetic, telling us to leave and come back at half one despite my boyfriend being in agony. So we went back at half one, and we waited four and a half hours from registering to actual treatment. The waiting room is cramped and several screaming children, I know this isn't the hospitals fault and it is inevitable, but they should consider putting a rule into place where parents take their child outside if they are crying as there are a lot of people in pain and I'm sure that's the last thing that they want to hear. My boyfriend had to have his tooth removed, and when we was called up into the room for this to happen, I was shocked because they are just open bays with a stool and a desk, there is no curtain for privacy. The whole process took a ridiculous amount of time, and the few times you would see staff they were mostly miserable, especially the students! Overall, I am not impressed with this service, but I am glad that my bf got the treatment he needed, even if it did take the whole day!

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Responses

Response from Birmingham Dental Hospital

I am sorry the Primary Care Service was not as responsive as you had anticipated, and uderstand from your feedback that you arrived when the morning appointments had all been allocated, with some afternoon appointment slots still available. The Primary Care Service offers a limited number of appointments for patients from Monday to Friday with treatment provided often undertaken by dental students under supervision. The clinical area is designed to ensure students can be readily observed by supervisors whilst patients are seated such that they are not observing other patients during treatment. I am sorry if the layout of the clinic was not explained to you at the time. Appointments are allocated on a first-come, first -served basis, so it is always recommended to arrive early with doors opening at 7.30am. We are unable to guarantee there will be sufficient appointments for all who attend on a given day. Registration for people with tickets (ie who will be seen) starts at 8.30am and patients are advised they could wait up to four hours once they are registered. It is important to note this service is not intended as a substitute for regular care provided by a general dental practitioner. I am very sorry you found staff attitude and demeanour to be unacceptable on the day of your visit, and your feedback will be shared with the receptionist and the primary care team so they have an opportunity to consider the impact of their communication and style on others.

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