"lack of communicato"

About: University Dental Hospital

I originally came for an assessment for a root canel on 30.7.2015. I had all the x rays filled in documents etc and was told I was accepted and would hear soon. I rang back again in November to ask when my appointment would be and was told it could be up to 12 months. I rang again in March to inform you that I was in some pain and to check up on the appointment time. I was again told it was up to 12 months from my original appointment. I rang back at the beginning of July to ask if my appointment was anytime soon. Again same response. I rang again on Thursday 8th September as it is now 14 months and I am in more pain and to advise you of my change of address. The receptionist took my new details. I asked if they could tell me when my appointment was likely to be. This receptionist actually took the time to look at my records and not fob me off with the usual ‘within 12 months’ I was then informed that the probable reason for the delay was because the consultant I was originally supposed to see left in February! I had rang twice since February and nobody had informed me or done anything about my appointment, moved me to a new consultant – nothing!

The receptionist offered me an appointment on 27th September 2016 with a surgeon which I accepted. I have since received a letter confirming appointment asking me to fill in the documents again and advising not to wear any jewellery as I will be having x rays. Please tell me I have not gone back to the start of the whole process again. I am in pain. I am a teacher and not only do I have to take time off work, but my school has to pay for someone to cover my class. I specifically asked for appointments during Summer holidays last year, October half term, Christmas and Easter.

I am very unhappy with the service provided

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Patient Experience Lead, Manchester University NHS Foundation Trust

Mrs Ellie Maher, Dental Nurse Matron was very sorry to receive your comments and concerns via the NHS Choices website about your recent experience. We take all issues surrounding patient care and communication very seriously. However it is very difficult to respond to the concerns you have risen without being able to investigate in detail. To do this we would need more information. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk, quoting PO16/0188 and they will be happy to discuss this with you.