University Dental Hospital Of Manchester
Higher Cambridge Street, Manchester, Greater Manchester, M15 6FHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Cannot book an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 16 July 2024
Following a 6month wait for an appointment I received a letter requesting to call to book an appointment for paediatric dentistry within 28 days however the line just rings out or puts you on hold for ever then cuts off.
Visited Dentistry and Orthodontics on July 2024
University Dental Hospital Of Manchester has not yet replied.
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Review titled Fantastic Support and Professional
Rated 5 stars out of 5
by Stephanie White - Posted on 14 June 2024
Today I visited the Dental Hospital for an extraction. Having not had much treatment in my mouth before, today was a little unexpected. The staff involved were absolutely wonderful; they were supportive, professional and were thorough with their knowledge. I wanted to say thanks, as I was a bit teary, however persevered and simply wanted to thank those involved. Also the reception staff were helpful and proactive in organising another appointment when I have to visit again for round two!
Visited Dentistry and Orthodontics on June 2024
Review titled University Dental Hospital Of Manchester
Replied on 18 June 2024
Thank you for your positive comments posted on the NHS website regarding the care you received in the Oral Surgery Department at the University Dental Hospital. It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to read that you felt well supported by our staff at a time when you were particularly anxious. I can assure you that we have passed on your thoughts to the Matron who will share your comments with the staff involved. Yours sincerely, Patient Experience Team
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Review titled Terrible experience
Rated 1 star out of 5
by Sarah - Posted on 07 March 2024
Had to travel a long way to this establishment. As my son with additional needs and autism, had an appointment at 9:30 today. The appointment got cancelled while I was in there at around 9:10. That is really unsettling for a child with autism and additional needs. And very unprofessional. Wasted the whole morning an £40 in taxi fares. Horrible experience.
Visited Dentistry and Orthodontics on March 2024
Review titled University Dental Hospital Of Manchester
Replied on 15 April 2024
Thank you for taking the time to give your feedback on the NHS website. We are sorry that your sons appointment was cancelled at very short notice, which must have been very frustrating and upsetting considering the circumstances. We would like to apologise because this is not the standard of service we aim to offer. Please contact 01612765533 with your previous appointment or NHS number to hand and we will rebook your sons appointment as a matter of priority. We would like to look into your concerns more deeply in order to be able to make further improvements to our services. We take all issues surrounding patient care very seriously and would like to hear about your experience from you directly. If you are not satisfied with our response, you can contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00032 they will be able to discuss this with you. Sasha Khosah Patient Experience and Engagement Officer
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Review titled Did PALS improve the phone service?
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2024
Reading through endless reviews of people calling the dental hospital for months at all times of the day and no one answering the phone, has been going on for over 10 years from my own experience. It’s incredible to see the hospital reply to all those patients last year telling them to complain to PALS so this can change. Calling this year in 2024 and yes nothing has changed. Call 100 times, call 1000 times and no one will answer. There is not a phone service. I wonder if I will get the same reply? 😂
Visited Don't know on March 2024
Review titled University Dental Hospital Of Manchester
Replied on 15 April 2024
15/04/24 SKhosah: response posted Thank you for your feedback. We were sorry to learn that our patient’s are still experiencing difficulties contacting the Hospital. It is important to us that comments are heard and seen as it provides an opportunity for the service to make changes and improvements wherever possible. In response to your comment that the telephones have not been answered. In January 2024 the Hospital had an upgrade to the telephone system to enable the administration managers to see a live dashboard and allocate staff to the telephone queues when the volume of calls start to increase. Overall, there has been an improvement in the number of calls answered and a reduction in the call waiting times. However, there was a period of around 10 days during January where there was a failure of the line to the switchboard which has now been resolved. The Hospital does also offer our patients the option of contacting the hospital via email to cancel and reschedule appointment via dental.booking@mft.nhs.uk rather than via telephone call. It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore, if you would like to discuss your experience with us in more detail or provide the Hospital telephone numbers that you have been calling which would enable the team to trace and identify the lines that you have been experiencing problems with then please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00027, they will do their best to address your concerns. Sasha Khosah Patient Experience and Engagement Officer
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Review titled Under staffed and overwhelmed
Rated 2 stars out of 5
by Anonymous - Posted on 07 December 2023
Attended today with my child who has additional needs. All clinical staff and radiographers were wonderful and treated both my child and myself with great care and compassion ,however they were all clearly doing their best to look after far too many patients with very poor staffing levels . 2hrs waiting for an xray is totally unacceptable .
Visited Dentistry and Orthodontics on December 2023
Review titled University Dental Hospital Of Manchester
Replied on 02 January 2024
Thank you for taking the time to post your comments and concerns about your experience on 8th December 2023 at the Dental Radiology Department. We are pleased to read your kind comments regarding the care and compassion displayed by our clinical staff, towards you and your child, as this is the standard of care we strive to achieve on a daily basis. We are so sorry to hear of the long wait you and your child experienced, however, and appreciate how frustrating this would have been for you both. We acknowledge that the Radiology Department at the University Dental Hospital is not the correct size for the volume of patients. In order to address this, we are currently looking at options of adding more radiology services on the site, in other locations, and would like to have your input on this. We take all issues surrounding patient care very seriously and would very much like to hear about your experience from you directly and investigate your concerns in more detail. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0139, and they will be able to discuss this with you. Yours sincerely, Patient Experience Team.
Provided by Care opinion
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Review titled Waited along time but worth it.
Rated 4 stars out of 5
by Joseph Hinds - Posted on 07 December 2023
Waited nearly five months for appointment but when I finally got there treatment very good over two appointments had a good bit of work done , would recommend.
Visited Oral and Maxillofacial Surgery on October 2023
Review titled University Dental Hospital Of Manchester
Replied on 07 December 2023
Thank you for taking the time to share your feedback regarding your experience at the Oral and Maxillofacial Surgery service at University Dental Hospital of Manchester. We would like to express our regret at the length of time you waited for your appointment, but it is great to hear that you felt the treatment you received was very good and that you would recommend the service. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled No one answers the phone
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
In common with most of the negative reviews on here, there is still a shocking lack of service in answering calls. I need to change an appointment and have rung so many times waiting up to an hour on hold and no one answers the phone. Disgusting service.
Visited Dentistry and Orthodontics on July 2023
Review titled University Dental Hospital Of Manchester
Replied on 14 December 2023
Thank you for taking the time to share your comments. We were sorry to learn of your unsatisfactory experience and difficulty contacting our Dental Hospital. Our Trust strives to provide patients with excellent care and experience, so we are sorry that we have not achieved for you at this time. We acknowledge how frustrating it is for patients, when you are unable to contact our services and we are so sorry for this. We are always looking to improve, so invite you to please contact our Patient Advice and Liaison Service (PALS) at your earliest opportunity, via telephone 0161 276 8686 or email pals@mft.nhs.uk quoting case reference number PO23/0138 and that you have been advised to do so via NHS Website, and they will do their best to address your concerns. We would need further patient details and any information on the contact numbers you have attempted to call, so further investigations can be made and improvements be put into place where necessary. Yours sincerely, Patient Experience Team.
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Review titled Does anyone actually work here on reception?
Rated 1 star out of 5
by Ashleigh - Posted on 06 July 2023
I've called in excess of 100 times, nobody answers the phone, I've also emailed and received no reply, my child is awaiting a root canal due to trauma to her front tooth, the referral was made back in July 2022 ! I cannot get through at all, nobody is answering my emails. Someone please help
Visited Dentistry and Orthodontics on July 2023
Review titled University Dental Hospital Of Manchester
Replied on 27 July 2023
Thank you for taking the time to share your comments. We were sorry to learn of your unsatisfactory experience and difficulty in contacting our hospital. The Trust strives to provide patients with excellent care and experience, so we are sorry that we have not achieved this for you at this time. We would need further patient details, and any information on the contact numbers you have attempted to call, in order to investigate this issue. If you wish us to do so, please contact the Patient Advice and Liaison Service (PALS) at your earliest opportunity on telephone 0161 276 8686, or email pals@mft.nhs.uk, quoting case reference PO23/0073, and they will do their best to address your concerns. Yours sincerely, Patient Experience Team.
Provided by Care opinion
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Review titled Terrable
Rated 1 star out of 5
by Joseph Gregory Silcock - Posted on 04 August 2023
The appointments continuously being cancelled. Turned up for my appointment and was told to wait in wrong waiting room. Two hours later I was told that the dentist had gone home and my appointment was cancelled. Then I was given a appointment tent for the 24th of August and then cancelled one week later. I am hopefully seeing a dentist next week, however the next appointment is mid October. This treatment of patients is what you would expect from a a third world country. Very, very annoyed with this service and the blatant disregard for the patients wellbeing. I would not recomend this dental hospital. Hopefully eventually I will recieve the treatment I require and then try to forget this experience. Somthing needs to be done as a matter of urgency especially for those who are less fortunate than myself who are suffering from tooth pain. I understand the NHS are at bursting point at present but the administration and management within this hospital need to somehow stop such happenings.
Visited Dentistry and Orthodontics on July 2023
Review titled University Dental Hospital Of Manchester
Replied on 23 August 2023
Thank you for taking the time to share your comments with us and we were sorry to learn of your unsatisfactory experience when visiting our hospital. We hope we can assure you that Manchester Foundation Trust strives to provide patients with excellent care and experience, so we are sorry that we have not achieved for you at this time. Could you please contact the Patient Advice and Liaison Service (PALS) at your earliest opportunity on telephone 0161 276 8686, or email pals@mft.nhs.uk quoting case reference PO23/0082, and they will do their best to address your concerns. We would need further patient details so further investigations can be made.
Provided by Care opinion
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Review titled Super efficient
Rated 5 stars out of 5
by Sally simonson - Posted on 22 February 2023
My son had a tooth extraction at this dental practice yesterday and all of the nurses were very professional and kind. At the initial talk with the call handler at the beginning which was trying to put him off going there didn’t give us much hope and was very talk down to you attitude. But all faith was replaced after going there as they were marvellous from start until the end. A massive thank you.
Visited Oral and Maxillofacial Surgery on February 2023
Review titled University Dental Hospital Of Manchester
Replied on 23 February 2023
Thankyou for leaving feedback on the NHS Choices website about your experiences at the Dental Hospital. In response to your comments, I will discuss your feedback in relation to the call handler with the Patients Services Manager so that the staff can reflect on this when interacting with our patients. We would like to apologise for the inconvenience and the distress that this may have caused you. It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk
Information supplied by Manchester University NHS Foundation Trust