"Contact from Director of Oral Health Department"

About: Ipswich Community Dental Clinic

(as the patient),

I was wondering if you could update the post I made https://www.patientopinion.org.au/opinions/60886 to include that the liaison officer I contacted managed to get the Director of their Oral Health department to contact me directly, her message just arrived this morning.

"I have received your feedback about the recent attempt to access service for your dental problem at West Moreton Oral Health, and am disappointed that your needs were not met.

I would like to ring and discuss it with you, so that I can give you some feedback around the actions I have taken, and also organise some dental treatment.".

And just a reminder, the hospital as a whole are great service providers, just some disgruntled employee trying to get away with inappropriate behaviour.

Just ensuring that it isn't a repeat situation was the main goal of getting the post out. Would hate it if that were the emergency room. And a big thank you to the team at Patient Opinion for allowing me to post a warning about the failure of the new appointment system.

On a separate note: My swelling and fever have eased (painful as it has been).

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Responses

Response from West Moreton Health Service, West Moreton Hospital and Health Service We are preparing to make a change

Dear Shocked Guy:

Thank you so much for taking the time to post again. We were in the process of replying to your original feedback.

We are so pleased that you took up the offer to speak to our Director of Oral Health and we know that they appreciated having the opportunity to speak with you directly. Please be assured your original feedback has been taken seriously and it will be shared with staff across the Hospital and Health Services so that they can learn from your experience.

While we are delighted to hear you usually have positive experiences at Ipswich Hospital, it is really disappointing that you had so much trouble contacting our dental clinic. We can only imagine how frustrating that would have been for you - particularly when you were in a lot of pain.

At West Moreton we are committed to ongoing staff training and development in all aspects of care, including customer service. We are currently planning training sessions for all administration staff regarding the provision of efficient, professional and friendly customer service.

In relation to opening hours, the dental clinic is closed on the weekends, but for urgent care outside our operating hours you can go to a private dentist or attend your General Practitioner or our Emergency Department for pain relief and/or antibiotics. While our business hours are listed on the West Moreton web page, you might be interested to know that we are in the process of developing a website that will have more contact details on it and we are hoping to have this up and running within the next three weeks.

Thank you so much for taking the time to share your story and providing us with an opportunity to improve our services. We are really pleased to hear that your swelling and fever has eased and we hope that you are well on your way to a full and speedy recovery.

Consumer Liaison Service

West Moreton Hospital and Health Service

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