"8 weeks for a letter, and still waiting!"

About: University Dental Hospital

Attended with my daughter on the 24th April. The reception was unfriendly given our fist visit and had travelled some distance. Forms supplied to complete which would have been better sent with the appointment letter, as didn't have all the information to hand. Though a large space, no suitable waiting area in reception with limited seating; many people standing (including elderly) and ended up sat on a table? Altogether took approximately 3 hours in total from start to finish, but the major problem is treatment cannot be continued without a letter from the Dental Hospital which to date has taken almost 8 weeks with ni sign of it appearing! Numerous telephone calls to chase up have responded with; not yet dictated, in the list for next week, consultant on holiday, gone for signature, etc, etc excuses. If you are unlucky enough to be referred to this facility, do not expect any resemblence of prompt service.

Story from NHS Choices

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Response from Manchester University NHS Foundation Trust

On behalf of the University Dental Hospital of Manchester we would like to apologise for the inconvenience that has obviously been caused and for the unacceptable level of service you received. We strive to provide the very best care and experience for all our patients and we apologise that on this occasion we have fallen below our usually high standards. The Dental Hospital senior management have spoken to the team on reception about your experience and will reiterate the importance of customer service at our next team audit day. With regards to the forms you had to fill in on arrival this is an issue the hospital is aware of and they are currently working towards ensuring these are sent in the post to patients before their appointment.

Unfortunately as we do not have any patient details we am unable to look into why the letter was not typed as promptly as we would expect. If you would like further information on this please contact our PALS department at pals.cmft.nhs.uk or on 0161 276 8686.

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust