"Secretary hung up on me"

About: University Dental Hospital

I always have trouble making appointments at the Oral Surgery Department, simply because no-one ever answers the phone. Today, while trying to speak to someone in the department for the nth time, someone picked the phone up and then hung up. I've always found the desk staff to be a fairly dour and unwelcoming lot, in contrast to the medical staff who are helpful and pleasant.

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Response from Central Manchester University Hospitals NHS Foundation Trust

On behalf of the University Dental Hospital of Manchester I would like to apologise that you were unable to get through to our oral surgery department. We have recently implemented a new telephone system that aims to ensure all calls are answered in a timely manner. Unfortunately, during busier times this may take slightly longer than we would like. I have shared your comment with the team to make them aware of the poor experience you had in order that they can work to improve both the answering of the phones and provide a more appropriate and welcoming service. We would like to look into your specific concerns and therefore invite you to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk so we will be able to discuss this with you further.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust