"Unprofessional/ unfriendly receptionist and..."

About: University Dental Hospital

I had my check up March 19, 2014. I have found that the the consultant,nurse, x-ray staff was professional,friendly,helpful and give time to explain things. However, the same could not be said to the receptionist, staff on the desk. They offer no smiles, no courtesy, and redirects you to the next person and would ask for you to wait with no explanation and will just ask you wait till your name is called.The people at the desk appears lacking of inerest to be at work. After my appointment I was given a date for a follow-up, with a telephone number to call for appointments.Upon checking my diary at home today (march 20,2014)and realized that I would not be available and decided to telephone the dental hospital. I telephoned the number as written in my appointment card, this number has only 2 options it would continously ring and would cut you off and/or be busy. Eventually I dialled the switchboard. I explained my situation of wantoing to amend the date of my appointment and was given the direct number. after calling from 11:45 a.m. to 1:10 p.m. I had to ring the switchboard to enquire if anyone will be answering in the numbers she gave me. she told me the staff is having lunch and might be back in 20 mins. So I took her advice and I attempted to ring from 2-3 p.m. again no answers but only telephone rings . I telephoned the switchboard to inform that I could not reach anyopne with the numbers she gave me, the lady said well there is someone in there let me transfer your call .I patiently waited as I have informed the lady at the switchboard of my dilema thatI have been attempting to telephone since 11:45 a.m. Unfortunately my phone call was transferred back to the receptionist and told me off in the phone that she told me to telephone the number directly as it was engaged.The lady at the switchboard was nealy raising her voice. I mentioned to the lady that she has never told me that and has informed me to wait as she transfers my call. There was no apologies , no emphathy that I was been attempting to get thru to the appointments to amend my follow-up date. This group of people has let down the doctors, consultants, nurses, x-ray staf who do the exceptinal job of reassuring patient,delivering a high standard of care and professionalism. The receptionist/s, switchboard operators should have a very thorough screening , training regarding what smiles can do and training on how to answer phone calls professionally. these receptionist and switchboard operators needs to know that they are the first in giving the patient a best patient care journey. To the person who will answer this paient experince , I would like to challenge you to attermpt to telephone the switchboard denatl hospital number and find out for yourself how things can be improved.

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Response from University Dental Hospital

Thank you for your feedback. We are sorry to learn that your experience on March the 19th 2014 was not as positive as we would hope for. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. In response to your comment, I can tell you that we are providing customer care training in May this year for all admin staff. I recognise that there will be peaks in the response rate from the switch board, which is not ideal, however we are in the process of installing a new telephone and monitoring system which will improve calls being answered. We are currently in the process of recruiting several new staff to cope with the incoming calls. Your concerns have also been raised directly with the admin staff involved, so that they can reflect on how they can be perceived by patients and so that other patients don’t experience the same issues as you did. It is difficult to respond to all the posts in a full way 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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