"Sadly Lacking in Patient Experience Quality..."

Lets start with the good .......... same day response to appointment request and partner now out of pain .

The not so good.......... kept hanging on phone for 20 minutes to then be told that I couldn't make appointment for partner as he was over 18 , the fact that he was at work and had asked me to phone was irrelevant , why doesn't the recorded message tell you that you can't make appointments for other adults ?

On arrival two reception windows , no one at the window we needed and we were totally ignored by the nurse at the window for the other service for at least two minutes. The recetionist then came and gave us papers to complete.

On being called in the nurse did not introduce themself and wore no name badge ; having taken us into the consultation then did not speak a single word at all , not even to the dentist..

We had to go in 2 or 3 times after local did not take effect and they were the same each time , in fact they ended up not staying for the whole procedure as it was 17:00 hrs and time to go home !

Dentist was nice and friendly but again no name badge , no introduction. They did tell us their name when asked.

Have staff in this service not received basic patient experience training or heard of # hello my name is ......

There were no Friends and Family cards offered to us to feedback our thoughts on this service or we would do it via that route.

I haope thatthis feedback is taken on board and used constructively as intended.

Story from NHS Choices

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