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Care Opinion

bad

Story from nhs.uk

"bad"

About: University Dental Hospital

What I liked

I have an appointment in 2 days and i have been cut off by maxillo facial 3 times in a row after they answer the phone. This has happened in the past a few times. I have an operation on friday and am busy so all I wanted to find out was the time. I am not prepared to sit around all day just because the receptionists dont want to answer calls. On one of the occasions one of the receptionists was laughing and said 'just put it down'. I think this is a complete joke and this is going to result in a waste of hospital time and make it look like people arent turning up to appointments when in actual fact there is no way to find out when they actually are.

What could be improved

Answer the phones, and answer simple questions.

Anything else?

Email me on the email I have provided because im not wasting any more of my day sat on the phone waiting to be cut off!!

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Responses

Response from University Dental Hospital 10 years ago
University Dental Hospital

Submitted on 05/07/2013 at 10:21
Published on nhs.uk on 02/02/2016 at 22:36

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope when trying to contact the Hospital.

It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment, I can tell you that we are looking at / reviewing our telephone system and hope to have a better system to manage calls in place by September 2013.

We expect all calls to be answered in an appropriate and timely manner and will investigate this within the Patient Services Team ensuring that your concerns have also been raised directly with the staff and the department involved so that they can look into them and learn from this experience

It is sometimes difficult to respond to posts if we do not have all the details. Therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

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