Queens Road Dental and Cosmetic Centre

I would like to share my experience with the clinic recently. I have dental issue and wanted to seek the dentist. I called the clinic two weeks back to book an appointment for next week. The receptionist firstly told me that they are fully booked until next month and couldn't give appointment, but upon recognizing am their registered patient, she booked me f... Show more »

I would like to share my experience with the clinic recently. I have dental issue and wanted to seek the dentist. I called the clinic two weeks back to book an appointment for next week. The receptionist firstly told me that they are fully booked until next month and couldn't give appointment, but upon recognizing am their registered patient, she booked me for next week. She wanted me to pay immediately consultation charge of £50 which covers the cost of my check-up and consulting the dentist and said it would be valid for next 6 months if am visiting for same issue. Also when i asked about the charges for cleaning, she told me i will have to just pay an extra £15/£35 (depending on the kind of cleaning dentist will suggest) as I already paid consultation fee.

On my appointment date, i was told that i will have to pay extra £65/£85 if i undergo cleaning process . When i enquired that i was told different amount previously, she changed her statement and couldn't satisfactorily explain me as to why the fee is different now. Also when i re confirmed the validity for consultation fee, she said i will have to pay £50 next time if i want to see the dentist. I was surprised to see the changing costs so frequently. I asked her why i was told that the appointment cost of £50 is valid over a period of 6 months, she said it was like that last year and they changed it this year. But i was told about the validity of six months this year (two weeks back ), she had no answer and was trying to bring statements which made no sense.

I don't know if this is only me or others are facing similar issue at this clinic. It is really pathetic to see health care provider behaving this way and causing trouble to those who are genuinely seeking dentists/doctors for their health problems. Why can't they have transparency on the fee charges or any related information. I see this is clear deception as this has happened to me more often at this clinic. I don't know who I should approach to discuss my problem and have fair trial. Show less »

This dental practice used to be my family’s regular practice for many years and we always had good experiences, which is why we trusted them. However, recently the standard of service has noticeably declined, particularly at reception. I had to reschedule an appointment due to unforeseen family circumstances and called well in advance (over 48 hours notice)... Show more »

This dental practice used to be my family’s regular practice for many years and we always had good experiences, which is why we trusted them. However, recently the standard of service has noticeably declined, particularly at reception.

I had to reschedule an appointment due to unforeseen family circumstances and called well in advance (over 48 hours notice). The response I received was extremely unprofessional and lacked empathy. I was questioned in detail about a very personal and sensitive situation, which I did not feel comfortable sharing. The tone felt dismissive and I was met with attitude rather than understanding or support.

I have also heard similar experiences mentioned by other patients, which suggests this is not an isolated issue.

From a healthcare setting and in the role of a receptionist, which is supossed to be your first point of interaction and be a representative of your business, I would expect basic compassion and professionalism, especially when patients are dealing with personal matters. Unfortunately, this was not reflected in my recent experience, and it has contributed to my decision to move to another practice.

I strongly feel that customer care and communication training would be beneficial.

I hope management take feedback like this seriously and review their standards. Show less »