"My treatment is going well and ..."

What I liked

My treatment is going well and I can see the results from the dedicated, hard working team.

Orthodontist knows their onions and I feel that with their expertise I will look fab in 2 years time.

Very thorough in their work. Happy banter between nurses made me laugh.

What could be improved

The fact it is very much like a conveyor belt. Though I do understand there are alot of people to see to.

Sometimes I dont feel im treated as a person, more like an object. I get in, lie down, have stuff done to my mouth then leave. Nothing said.

I walk out sometimes not knowing what the heck has been done in my mouth as there is very little communication. Sometimes I actually listen in to the conversation between the orthodontist and the nurse and google the words when i get home to understand. The staff are very rushed and always ready to hurry you off ready for the next patient.

Just telling the patient what you are doing and why makes a BIG difference to their treatment.

Anything else?

Reception staff could do with some customer training. I am trained on reception where I work and have been suprised by the welcoming Ive had on a few occasions however I have seen some improvement in the last few months.

On one occasion I turned up to drop off my record card (or whatever it was the xray dept gave me) just as they were taking their lunch break, so the receptionist sat with their back to me and ignored me till I went away. I ended up just leaving my card on the desk worrying if it was picked up ok. Havent they heard of staff lunchtime cover? This was very rude.

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Response from Birmingham Dental Hospital

Thank you for your feedback and it is good to know that you have found the Orthodontic team to be thorough in their clinical work and create a relaxing atmosphere for patients. Your comments about communication and attitude have been forwarded to the relevant managers within the Dental Hospital and I apologise if you have not always found reception staff to be as helfpul as you would have expected. I value your comment that there have been improvements recently.

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