Thursday, April 5, 2012
Liked: I have been a patient at this practice for 12+ years in recent times but overall it will be 40+ years and I have never been treated in such a way as I was at this visit. I have not been able to see a dentist as the receptionist/nurse has now got me thrown out of the practice. The reason being is that I enquired as to why I needed to pay Â£204 up front for treatment before even an appointment would be made and then to find a waiting time of 3 weeks. The receptionist couldn't/wouldn't explain the reason for this and although I admit I wasn't very happy I in no way was nasty. Â£204 is a lot of money just to hand over. I could understand that there would be no treatment until the money was paid but surely an appointment could have been made. I paid the money and was given my appointment times for four separate weeks to complete the treatment, but this was by a different receptionist and then a week later (today, 5/4/2012) I received a phone call to tell me to collect my money as it had been decided to cancel my treatment, no explanation nor chance to explain, just zero tolerance. Surely I should have been given a chance to have my say. Most of the staff are very friendly and helpful but I have now had my name blackened by someone who in my opinion did not do their job in the manner of their profession, i.e would not answer the question of why the money had to be paid before an appointment was made. To claify I needed an appointment for treatment but was told that the full amount had to be paid before an appointment would be made. I returned to the surgery within 5 minutes with the expectation that an appointment would be almost immediately but was told as I was an NHS patient I would have to wait. When I queried this they said they arenot paid enough to listen to this, stormed out of the room and a different receptionist made 4 appointments for over the next month.
Improved: It would have been better if the receptionist had been able to give me the appointment times so I could have checked that I could attend, I could then have gone home for the money, checked my calendar and returned with the money. Surely it would be better if money had to be paid before treatment and not appointment. I have never been asked to pay before making an appointment.