I was a new customer who booked a standard check up 5 weeks in advance because there were no earlier appointments available. I left work early on the day of my appointment to find the practise closed, with the shutter down. Noone picked up when I called the general number. I called another mobile number printed on the sign and explained my situation to the man who answered. He said he would call me back in 15 minutes. 15 minutes later, I had arrived at home and as I hadn't received that call, decided to get in the shower. Once I'd returned to my room, i found a few missed calls from him and when I called back, I received no answer. I was really annoyed because I had to wait so many weeks for a standard checkup and left work 2 hours early. I hadn't received an explanation as to why the practise was closed either. All of that was for nothing. My time, money and energy had been wasted. I called a couple of days later for an explanation and the receptionist was armed and ready to combat me. She apparently called me on two different days a week earlier, once on monday and then a second time on wednesday. I checked my call log and found she did call me on monday but there were no records of a call from that number or any other unknown numbers on wednesday. I also did not have any voicemails from her. I told her I was disappointed in the service and really, they should have made sure I had received the message by trying until they had definitely spoken to me. She cut me short while I was in the middle of speaking, asking when I'd like to book the next appointment, and when I continued to finding my sentences, she responded to say, 'take it up with the NHS.' What a nasty, rude and unprofessional receptionist. No empathy and understanding whatsoever. She did a mediocre job and thought that was enough but clearly not. There is always room for improvement. And then she had the nerve to say, 'take it up with the NHS.' What kind of a response is that? You are the NHS. You accept money from the NHS to treat your patients. What is the larger organisation going to do about this issue exactly? They didn't fail, the receptionist did with her bare minimum efforts. I suggest everyone avoids this practise like the plague. Plenty of other dental practises in Newham with a much higher standard of customer service. If that is the kind of front-of-house standards they have, I'm glad I did not experience any treatment back-of-house!
Original Comment Report...

Rude, unprofessional front line staff, that demonstrate a lack of knowledge knowledge in Dentistry. Treatments are rushed, didn’t get chance to answer all my questions and my expensive white filling destroyed my teeth. NEVER AGAIN!
Original Comment Report...