"Overall experience has been long,..."

About: The Royal London Hospital

What I liked

Nothing!

What could be improved

I was referred to orthodontic department for maxi-facial surgery. I was first seen in March 2009. Apparently I had to have braces again to have the surgery even though I was referred by my dentist after completing the orthodontic treatment. Anyway, as they were the professionals I went with what they said. Now it will be 2 years in march and I only just had the bottom appliance fitted. The issue is that the ortho only works one day a week so I cannot have regular appointments. I frequently have to wait four months between appointments for follow up I am annoyed at the fact why he didnt treat upper and lower teeth together so it would have been finished quicker. Does he get more pay for longer treatment? Why doesn't he ever tell me when my surgery will be?

The Orthodontist is lazy and always seems to forget why I am there for. If I try to ask him a question about the treatment he dismisses me with 'you know its a long procedure'. I feel like this is never going to end. The prediction given to me initially was a year of treatment before surgery and a year after surgery. The ortho has made me very uncomfortable to ask him questions as he is dissmissive and spends his time talking to the nurse about random things like their favourite music.

The reception is very rude and badly run. They don't seem to know anything and always clueless. They never pick up the phone if you need to cancel and then tell you next time you'll be discharged.

The whole experience has been very stressfull as there is no one to raise your concerns. I am scared to make a formal complaint incase I get blacklisted and my treatment is termintaed. I hate going in to the appointments. It is a dirty filthy place with unhelpful staff. Cant wait for it to be all over and I would never set foot in that place again.

I would advise that people go elsewhere for orthodontic treatment.AppointmentsFollow upReferralsOrthodonticsSurgeryDismissiveBracesDentistsOrthodontistComplaintsScarsCleanlinessRudeReceptionTelephone

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Responses

Response from The Royal London Hospital

We are very sorry to read of your concerns and apologise for the obvious frustration and upset you have been caused as a result of your experiences with our Dental Institute.

In order to address your concerns adequately, an investigation will need to be undertaken. This investigation will not have to be handled as a formal complaint, but we will need to be informed by your identity (name, address, DOB and hospital number) in order to review the specifics of your treatment plan and the clinical team involved.

It will not be possible to offer you a comprehensive response without knowing your identity. If you wish to pursue this matter, please write to the Regional Services Governance Team, John Harrison House, The Royal London Hospital, London E1 1BB.

We can assure you of our policy that no patient or complainant should ever be treated unfairly because they or their family have raised concerns about care or treatment received.

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