"Receptionists in children's orthodonticslet the..."

About: University Dental Hospital

I completely agree with one review about the receptionists in the children's department. I have consistently found them rude and unhelpful. On one occasion my daughters grandfather took my daughter down to her appointment booked 6 mths previously to be told there wasnt one. It transpired that the department had two sets of records for her, with her name spelt differently in each. 10 minutes later with no apology, grandad was told she had now missed her appointment, and had to wait months for another! Also, they never, ever, ever answer the phone... the line dies first.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience of the Dental Hospital was not as positive as we would hope. It is important to us that we receive such comments and these are seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comments, we have ensured that the concerns you have raised have been shared directly with the staff / department involved. We are extremely sorry about the obvious confusion that you experienced due to two sets of records and the difficulties you have experienced when phoning the hospital. The hospital are currently in the process of investing in a new telephone system which will divert calls to an available member of the team, to reduce the time before a call is answered, with an option for patients to leave a voicemail message out of hours. We expect that the new telephone system will ensure that patients’ calls are answered in a timely manner.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

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