"The receptionists in the department ..."

About: The Eastman Dental Hospital

(as the patient),

What could be improved

The receptionists in the department of Orthodontics are absolutely useless. I spend a ridiculous amount of time try to get through to a receptionist, only to hear the same message each time that informs me that they are open from 9am to 12pm and 1pm to 5pm. This message makes it even more frustrating when my calls are ignored at 10am. The message then tells me to leave a message and they will get back to me, but when I try the inbox is full. In the unlikely event that I actually get through to a receptionist, I am inevitably told that my nurse is busy and will call me back. Which she never does. I suspect she is never given the message. It can take days to get through. Surely they need to hire someone better to answer the phone??!

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Story from NHS Choices

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Response from The Eastman Dental Hospital

We are very sorry to hear about your poor experience with our orthodontic department at the Eastman. You might like to discuss you concerns further with our Patient Advice and Liaison Service ( PALS) in one of the ways listed below:

Telephone: 020 7380 9975 (24 hr answer phone)

email: pals@uclh.nhs.uk.

Opening times:Monday to Friday 9am - 4pm except weekeends and public holidays

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