"staff seemed not willing to put patients needs first"

About: City Health Care Partnership CIC / Dental access centre

(as the patient),

After having been in severe agony for the past three days and no out of hours dental treatment available in Hull, I ring 111. They assure me that that I have a appointment with City Health in Hull for dental treatment. I arrive at my appointment and am appalled at the staffs attitude to me.

I am in pain and felt that they are talking behind my back, then one of the staff starts to give me mucky looks. I'm not sure that this is a very professional. I am then asked to sit by the security, after trying to explain that I didn't liked to hear myself been spoken of.

I was then asked to enter a room with someone that seemed to be in charge, but would not listen to a word and says that I'm been aggressive (I wasn't). They then asked the other member of staff into the room. I asked if they could not be there while I am explaining my problems to the senior staff when I get another mucky look before they left the room.

The security enters and I start to explain about my symptoms. I break down into tears because of the pain I am in. The staff just kept speaking over me and threatened to call police! I couldn't believe it, I've never been in trouble in my life and here we have a security guard trying to oust me.

My experience was despicable and appalling and staff seemed not willing to put patients needs first. I'm sure looking back the senior staff and security know that they have done wrong. Let's hope karma treats them better than they treat patients.

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Responses

Response from City Health Care Partnership CIC

Thank you for your feedback and I am sorry to hear about your recent experience. I would like to reassure you that our patient needs are always put first so I am sorry to hear that on this occasion you feel this was not the case. Your feedback is important to us and we would welcome the opportunity to discuss this with you further should you wish. Consequently, I would encourage you to contact our Customer Care Team on Tel: 01482 347 627 or email chcp.customercare@nhs.net.

Clive Rowe, clinical director, City Health Dental

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Update posted by peed off patient (the patient)

Do you know I would take it further but I feel like it would get covered over and nothing done and I will be seen to be a "mad patient", I am worried that you will all stick together.

Response from City Health Care Partnership CIC

We would like to reassure you that all concerns are treated fairly and any mistakes are not covered over. We would again encourage you to speak to our Customer Care team so that the incident you describe can be investigated further.

Clive Rowe, clinical director, City Health Dental

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