"Unpleasant visit"

About: University Dental Hospital

Anything else?

- Firstly the reception staff were miserable.

- I had an appointment booked that had taken 5 months to come through due to lost referrals.

-I was kept waiting 30 minutes past my scheduled appointment time.

-When I saw the consultant I was told that they had not received my x-rays or information from my usual dentist. Surely there must be chesks in place to ensure all patient information is received before being seen?

-I went for x-rays and the area appeared poorly kept and there were tide marks on the floors from either spillages or insufficient cleaning, the radiographer however put me at ease and was friendly.

-The waiting areas are impersonal and not well kept.

-The main area where I was seen is where the students are also working. This area lacks privacy and I felt like I was in a factory. Very impersonal.

-After a 3 hour visit I was told they could not do anything for me there and I was to go back to my dentist.

-The Consultant lacked any form of empathy and appeared dismissive towards me

-The whole point of my referal to the hospital was to see a specialist who could help me!

-The whole experience was unpleasant, I had waited 5 months to go there and driven 86 miles rounf trip on the expectation that my condition would be taken seriously and I would recieve the correct help.

-I will not use this hospital again.

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Responses

Response from University Dental Hospital

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope when you visited the Dental Hospital. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. In response to your comment, I can tell you that we have invested funds to refurbish the X-ray department to provide the patients and staff with a more pleasant environment in which to be treated and work. We are also planning to refurbish the main reception and waiting areas over the next few years along with other major infrastructure work to the building. The Dental Hospital is a teaching hospital and we can have up to 45 patients being treated by students at any one time which can make the waiting areas very busy however, we hope to address the seating / waiting arrangements within the future refurbishment work. General Dental Practitioners (GDPs) sometimes refer patients in to us to provide advice/treatment. This sometimes results in the discharge back to the care of GDPs as the work required can be undertaken by them. It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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