I was surprised and a bit upset to see the lounge changed again and none of the previous receptionist present. New ones are lovely but not as experienced and caring. Also uniform has changed once again and more staff is around. I'm afraid it's not a positive change for me personally as it obviously reflect on the treatment prices that are constantly rising. I'd rather you keep the previous lounge furniture than increase the cost of treatments. Also hygienists have an assistant now who does not seem to be occupied with much. Sorry for being critical – How would you describe your overall experience?

  • 8/10 – How useful are our communications and booking systems?
  • 10/10 – How well did we keep to time today?
  • 3/10 – How did you rate your welcome into the practice today?
  • 10/10 – If treatment has been recommended today how well was it explained?
  • 4/10 – How do you rate the patient lounge in terms of cleanliness, relaxation and calm?
  • 9/10 – How did you rate the comfort of your treatment today?
  • 6/10 – How happy are you to recommend us to friends & family?

– 07 Mar 18

Person’s avatar

Dear Maria,

Thank you for taking the time to give us feedback. It is much appreciated and really does help us to improve the service we offer to our patients.

You will be happy to hear that Mel and Mandy are still here charming our patients at reception. They just happened to be on break while you were in the practice.

We listened to and reflected upon all patient feedback regarding the previous waiting and reception area and decided a change needed to be made. As you very rightly appreciate, everyone has their own opinion on what they like/dislike and it will be extremely difficult to please everyone. We assure you it was not done with any intention of fee increases but to ensure that the patient journey and experience is relaxing and comfortable.

With regards to your comments about our fees - let me explain. Our fees are calculated after addressing a number of variables - 1) Viewing pay scales of other practices who offer similar treatments - 2) Taking into account the training and vast experience of our clinicians 3) the standard/level of care that we provide 4) the quality of materials used 5) the technological innovation available at the practice.
Our aim is not to compete with other practice's on cost, but to provide the very highest standard of care/dentistry possible whilst continuing to invest in team training / development and innovation.
We do understand that this may be out of reach for some patients. This is why we offer a monthly membership plan to enable clients to budget monthly for their routine care whilst enjoying healthy discounts of any treatment they may require. We also offer extended payment options for patients undergoing lengthier courses of treatment.

I do hope that explains things, as ever, I am very happy to chat more with you should you wish.

Best Wishes,
Katie
Treatment Coordinator

Katie –