"Outstanding service from outstanding people -..."

About: University Dental Hospital

What I liked

Oral Surgery outpatients has, in my opinion, some of the best Oral Medicine consultants in the country. Extremely knowledgeable, expereinced, caring, careful, sensitive to patient needs and worries, excellent at listening, brilliant with directing and managing treatment - World Class all round. Nursing staff are efficient, friendly, helpful and unobtrusive. Having been an outpatient there for 5 years now I can't say I've ever had anything less than 100% satisfaction and I've never seen any other patient come out of there looking anything other than satisfied. Glad it is a teaching hospital - students graduating from here have a very good chance of being excellent. Top service from top people!

What could be improved

Waiting times are always rather long (over 30 mins after appointment time is the norm) but I would suggest that is because the consultants take their time to listen and examine patients, diagnose them corretcly and develop an effective treatment plan that the patient understands and is happy with. If speeding up meant a reduction in service quality, 30 mins wait is a small price to pay for top class service. Maybe recruit more top people as patients appear to be referred here from all over the North West and so it is always going to be busy.

Anything else?

For a first time patient, checking in is extremely confusing - even for an old-hand like me it is even now still probably the most complicated check-in I've ever come across. Would suggest simplifying it, especially for oral medicine - perhaps use the purpose built reception desk in the waiting area - I'm sure that oral med alone could keep one receptionist constantly busy.

Oral medicince waiting area is also too small really. If it can't be extended, perhaps tell patients how long their wait will be so they can go elsewhere rather than clogging up a hot and small waiting area.

General communal areas and reception look a bit old and tatty, although always clean - a refresh (rather than a refurb) would sort that out.

Receptionists always seem overwhelmed and thus can on occasion be a little unfriendly and brusk - maybe employ more of them?

Assuming resources are tight - this is a top department in a top hospital that does an excellent job with the resources it has - highly recommended to anyone with problems requiring review and treatment by an oral med consultant who knows their stuff.

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Response from University Dental Hospital

Thank you. It is good to receive positive feedback which reflects the hard work and dedication of our staff. Your kind comments have been passed to the staff within the department.

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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