"Awful!"

About: The Eastman Dental Hospital

What I liked

The student who saw me was pleasant and the dental nursing staff were kind and understanding. The receptionist was helpful and PALS have acknowledged my complaint promptly

What could be improved

Just about everything else:

1. Unacceptable waiting time for appointment and X Ray

2. Lost X Rays sent to them (sent specifically to help diagnosis and to avoid having excessive X Rays) and then found they couldn't read them so wanted me to have more done

3. Ignored main reason for referral which was clearly stated in my dentist's referral letter and repeated by me

4. Gave me apparently incorrect information regarding the presence of infection under a tooth

5. Failed to respond to repeated contact from my dentist. Telephone contact is generally very poor with staff unhelpful

6. Seemed uninterested in my situation. I gained the impression it wasn't interesting enough!

7. Took seven weeks to send a summary letter to my dentist following my appointment and this contains a number of inaccuracies

8. The hospital has not even acknowledged my letter of complaint sent over 2 weeks ago

Anything else?

This hospital claims to be world class. It isn't! The overall impression I've gained is of considerable inefficiency and an unprofessional service. I fully appreciate that this is an extremely busy hospital which treats very complex dental problems but this does not excuse or explain the treatment I received which was very distressing.

Story from NHS Choices

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Responses

Response from The Eastman Dental Hospital

We are sincerely sorry for the many administrative and clinical errors that you have experienced from the Eastman Dental Hospital. We are aware of the communication flaws within our hospital and are working very hard on improving our administrative processes across all departments, especially in terms of the patient difficulties in being able to communicate with one of our staff members in a timely fashion. We do take our patients views very seriously and are working with our reception and clinic managers to look at improving our processes in terms of patients leaving messages and for us to respond efficiently. This also involves working with our secretarial staff and improving the turnaround time for dentists and patients to receive their letter within 5 days of their consultation appointment. If you wish to discuss things further please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 020 3447 3042 or PALS@uclh.nhs.uk.

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