"A game of 2 halves but good result in the end"

About: Charles Clifford Dental Hospital

(as a parent/guardian),

Got a last min referral to Charles Clifford for my special needs daughter at 24 hours notice. They called up, gave us a choice of time, told me where they were and said I should go the 3rd floor.

Next day I drove round the hospital site for 15 mins trying to find a space near the dental hospital. Ended up in a disabled space at Jessops which meant a 10 minute uphill walk for my stepdaughter who has limited mobility and who is only comfortable walking short distances.

Went to the 3rd floor as directed and was told there that her appointment was actually on the 2nd floor. Went to the 2nd floor only to be told her appointment was in the first floor and then picked the wrong reception on the 1st floor.

So after 3 floors and 4 receptions I was finally in the right place. It would have helped if I'd known which department I was meant to be coming to but this was never mentioned on the call the day before. Thankfully things got better from here.

Mr Utting and his team were lovely to my stepdaughter, were very thorough and gave me a lot of confidence that we were in the right hands. They really took account of her severe learning difficulties and made her feel like the centre of attention that she loves. Somewhat ironically to top all the logistical issues the lift was broken when we finished our appointment so I had to drag my poor stepdaughter down 2 flights of stairs. I'm really pleased her actual treatment is going to take place in the community where it's easier to park and therefore a lot less stressful. All in all though the professional and conscientious care of Mr Utting's team made all the aggravation around it worth it.

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Responses

Response from Debbie Fletcher, Patient Partnership, Sheffield Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to post the details of your recent experience of the Charles Clifford Dental Hospital.

I am pleased to hear of the standard of care your stepdaughter received but sorry to hear of all the difficulties you experienced before and after her appointment. I will now ensure your comments are shared with the relevent managers at the Charles Clifford Dental Hospital and ask that these are considered. If you would like to discuss your expereince with us, or if you would like to know the outcome following your post, please contact our Patient Services Team on 0114 2712400 and they will be happy to assist you further.

Thank you once again.

Debbie Fletcher

Patient Experience Coordinator

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Update posted by Frankly1972 (a parent/guardian)

Thanks for your response, Debbie. I understand you are trying to ensure my privacy. However if there are learnings/changes as a result of my feedback, I really would prefer you to share those here on Patient Opinion. In this post Francis world I believe being transparent and open helps promote shared learning between patients and services.