"Pathetic"

About: University Dental Hospital

I was referred by my dentist in October 2014 After a few weeks The dental hospital contacted me by letter to allow me to make an appointment (15th Jan2015) On arrival I found the mumbling receptionist uninterested and totally apathetic to her job. In the treatment area a was seen by an overseas student, and then waited for half an hour for the overstretched qualifyed dentist who explained they had triaged to the wrong department and he would have to refer me to the right department. Why they couldn't walk to the other room to do this I cannot understand. After another month or so (Feb 2015) another letter arrived explaining what I allready knew. This was dictated the day after my appointment, but took a month to leave the hospital. 3 weeks later, (today 3rd March) I have been lucky enough to be written to one again, inviting me to ring for another appointment. The woman who answered must have gone to the same finishing school as the receptionist, again A* for apathy. She offered me an appointment in May ! This is over 7 months after my initial referral I am 44 years of age and have worked continually since the age of 16. My demands on the NHS are very low, but yet again I am treated like an inconvenience. The front line staff are without doubt excellent, but the administration is farcical. I am so angry. There does not appear to be anywhere to direct a complaint. Am I supposed to be grateful?

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

On behalf of the University Dental Hospital of Manchester I would like to apologise for the inconvenience that has obviously been caused and for the unacceptable level of service you received. We strive to provide the very best care and experience for all our patients and I apologise that on this occasion we have fallen below our usually high standards. Unfortunately, as I do not have any patient details I am unable to look into why the letter was not typed as promptly as we would expect and why you have had to wait so long for an appointment. 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