"long wait time, rude admin staff"

About: North East London Treatment Centre Care UK

I had a dental extraction performed at this site recently. I was happy with the procedure itself – the clinical staff were efficient and reassuring and I was left with little pain post procedure. However, there have been a number of issues that are frustrating and have reduced my confidence in the team here. First of all the wait time was nearly six months for a tooth extraction due to some cancellations. The admin staff are obviously busy but are often rude and abrupt, and not helpful at all. I have also had some complications from the procedure (which were explained to me by the surgeon and were expected) with a plan to contact the surgeon if I had any issues and they would perform another. It has been almost impossible to speak to anyone from the clinical team – I have spent nearly three hours trying to contact the RMO over three days and each day I am either rudely fobbed of by the front of house staff or immediately put through to a number that just rings out no matter how long you call for. An email address would be significantly more efficient for everyone in this situation and I cannot understand why this is not an option.

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Response from North East London Treatment Centre Care UK

Thank you for raising your concerns with us, I am extremely disappointed and saddened that your experience with us has been affected by our poor administration.

I am informed that my head of nursing and clinical services has made contact with you directly to discuss your concerns and that all applicable action has now been taken ensuring all follow up care and appropriate appointments are arranged. We have taken your comments very seriously and can assure you that your feedback will be discussed directly with our team and where necessary appropriate action will be taken to ensure quality of customer service remain paramount in our dealings with our patients and customers. If you wish to speak directly to me please don't hesitate to contact me via my office 0208 598 4703 or via email patricia.warwick@careuk.com and I and my medical director will ensure that you receive prompt attention.

Kind Regards

Patricia Warwick

Hospital Director

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