"Receptionist"

About: Newcastle Dental Hospital

I accompanied my husband to the Newcastle Dental Hospital today. I told the receptionist that my husband's crown came off a week ago but, as his dentist is on holiday, he can not see him for another few days. Initially, my husband was happy to wait. However,

I said I was concerned as my husband was now in a lot of pain and he had not slept for 48 hours.

Also, he is diabetic and was having problems eating because of the pain. The receptionist looked up and responded by saying "Well, all we can do is stick it back on". I repeated what I had already told them and said his face was swollen at which point they decided to hand me a ticket. The receptionist did not make us feel at ease or welcome, but made us feel that they would have been happy if we had left. They did not smile or show any empathy or interest.

My husband needed to have the tooth extracted and his gums were infected. Other members of staff were polite and helpful.

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Responses

Response from Newcastle Dental Hospital

Thank you for taking the time to provide feedback regarding your husband’s recent attendance at the Dental Hospital. We are very sorry that the receptionist on duty did not make you feel welcome and did not respond in a professional manner. May we reassure you that this is not the standard of care that we expect from any of our staff.

We have taken your concerns seriously and conveyed your feelings to the staff involved so that they can reflect on the way your husband was managed and try to be more professional and responsive in future.

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