What I liked

The dental surgens, nurses and students were exceptional. I have visited this hospital a number of times over the last fortnight and every time the professional staff have been reassuring, knowledgable, friendly and exceptional in there job role.

What could be improved

I believe the receptionists in the ground floor reception and primary care clinic are extremely rude, un-caring and can not be bothered with being there. One visit I had there was made as a referal from my GP so a telephone appointment was made on that day I was verbally told to attend the ground floor reception at 2pm that day and I will be told were I will need to go. Upon arrival at the ground floor reception I attempted to book into my appointment and was asked for my letter, I explained that I hadnt recieved a letter as it was a telephone booking this was recieved with a huge huff from the receptionist as they had to do a bit of work and input my patient I.D number into the computor in order to upload my details to be able to help me. All the time this receptionist was dealing with me they continued their conversation with the other receptionist whilst dealing with me about their personal life and only grunted at me when they needed information from me.

The overall experience I had at the hospital was great and I feel your receptionist let you down a great deal, having read a lot of the comments on this forum I noticed that a great deal of the people commenting had a good experience but found the receptionists rude and un helpful.

These people are the front line staff and first point of contact for your patients and should at least have a little respect, patience and a smile for them.

I believe they should recieve custostomer care training and managers should ensure that this is put into practice, do these people not realise that if it was not for us 'Patients' then they would be with out a job.

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Response from Birmingham Dental Hospital

Your feedback is really important, and the concerns you raised are taken very seriously. We are currently arranging additional training for reception staff and would welcome more information from you about your specific experience. Please contact Alison Last, Head of Patient Experience on 0121 465 7813 or email alison.last@bhamcommunity.nhs.uk to enable us to investigate this matter further.

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