"Reception Staff - not listening!"

About: Leeds Dental Hospital

My daughter has recently had a maxillofacial osteotomy and requires follow up appointments with her Orthodontist. Appointments they have requested be made every two weeks. The last time she saw them was on the 9th November and they requested to see her two weeks later which would be around the 23rd November. Today the 13th November she has received an appointment for the 4th December!

An appointment is there for the 30th but this is a week over what the Orthodontist has requested. Despite asking for the appointment to be changed the receptionist was adamant that this would still stand as the 30th November and 4th December. This had better not have any lasting effects due to the elastics being used for too long a period or there will be serious trouble. This operation was cancelled once and postponed a second time and finally went ahead on the third attempt.

Also there seems to be issues with answering the telephone as it still rings and rings until it cuts off, four times last week, three times this! Get a grip and get someone in who can answer the phones. You can't have two people flitting around the department at the same time!

I would like this appointment changing and changing fast!

The medical staff are brilliant - they are so professional - it's when you come to the reception staff sometimes its all a bit of an effort to speak to the patients that come through the door!

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Response from Shannon Dunford, PALS Officer, Patient Experience, PALS, Leeds Teaching Hospitals

Dear Paula

Thank you for taking the time to write to us.

I am very sorry to read that you have had such difficulties regarding your daughter's appointments at Leeds Dental Hospital.

Unfortunately there is not enough information in your post to allow us to look into the matters you have raised thoroughly therefore I would ask that you contact our Trust’s Patient Advice and Liaison Service (PALS).

This would also allow us look into the matters you have raised more thoroughly and also to see what lessons we could learn from your experience.

Please call our Patient Advice and Liaison Service (PALS) on 0113 206 6261 or alternatively email patientexperience.leedsth@nhs.net

Kind regards


Senior Nurse

Patient Experience

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