"I rang on the day and was invited ..."

What I liked

I rang on the day and was invited to the afternoon clinic. You take your number and wait to be called to register, I missed my number being called due to a trip to the lavatory but they slotted me back into my place in the cue.

I waited no more than 45 minutes to be called, the dentist was brief and direct and I was in the chair and out of the hospital within about 5 minutes

What could be improved

I am terrified of Dentist, I would have liked it if the Dentist were a little more personable to calm me down a little.

The explination of what was wrong was a little too brief and I had to ask again to ensure I was clear on what procedure they were going to do in the future.

Anything else?

The person who answers the phone is appsalutly fantastic. She was really calming and professional!

Story from NHS Choices

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Responses

Response from Birmingham Dental Hospital

Thank you for your feedback. The service you used was the Walk-in service which is a small same-day service for patients who require urgent dental care. The service uses a ticket system, with people being called in the order in which they arrive. There are only a limited number of tickets available each day.

I am pleased that you found the service helpful and that you did not find that you had to wait too long after you missed your ticket number being called. Your very positive comment regarding the call handler will be passed to the relevant manager to ensure that staff know that their work is appreciated.

Your comments with regard to how the dentist could have done more to calm you and provide you with a fuller explanation of your treatment will be discussed with the dentists who provide this service, so that they can reflect on communication with patients whilst working in this very busy clinic.

Thank you again for your feedback

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