Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Customer service is so shit these days!

117 replies

BlessYouToo · 02/12/2011 12:30

I had a dentist appointment this morning at 9.00am (terrible toothache) but DH's car broke down last night so I had to take him to work this morning.

Luckily the DS's had a school activity so started at 8.10 and we could drop DD at 8.15. DH's work is a 20 minute drive away and he had to be there at 9.00 but we got there at 8.45 and I knew I would not make it back for 9.00. As soon the dentists opened I rang them from the car and told them the situation and that I would be a little late. They said that they would not see me if I was more than 10 minutes late so I drove as quickly (but safely) as I could stressing all the way and got there at 9.15 as the traffic going in my direction was a nightmare as usual.

There was absolutely nothing I could do about it, I had rang them and informed them and DH's car situation was unforeseen.

I apologised profusely and told them that I did not mind waiting until there was a free slot (thought that as I was not there at 9.00 the dentist could have seen the next patient earlier so could have seen me later on) but the receptionist absolutely point blank said the dentist would not see me so I am left in agony until next Wednesday. Not sure if she even asked the dentist actually as we have been seeing him (whole family) regularly for 6 years and he is not usually an arse!

She also told me that they may charge me for the missed appointment! AIBU to think that this is completely unreasonable? They have me over a barrel as I can't change dentist because I probably will not find another NHS one which they well know.

I had a problem with Tesco last week where they basically accused me of fraud. I contacted the local store manager who was very apologetic and assured me it would be investigated and they would come back to me by Monday at the latest. A week later I have heard nothing so had to complain again this morning.

OP posts:
DoesNotGiveAFig · 02/12/2011 15:56

Hmm, thanks for that info I'm going to store it away like a squirrel!

fanjoforthemammaries7850 · 02/12/2011 15:58

if pain is really severe they should really see you within 24 hours too

fanjoforthemammaries7850 · 02/12/2011 15:59

but id imagine that pain would not allow you to drive all over the place doing stuff.

chinax · 02/12/2011 15:59

This reply has been deleted

Message withdrawn at poster's request.

DoesNotGiveAFig · 02/12/2011 15:59

It's been years since I've been wrestling with such pain but my housemate's a martyr to it.

fanjoforthemammaries7850 · 02/12/2011 15:59

Also I am in Scotland and different areas have different rules.

fanjoforthemammaries7850 · 02/12/2011 16:00

chinax- she probably did ask the dentist, when the patient called originally. And he probably said "I will wait 10 minutes and after that I won't see her".

Not rocket science.

fanjoforthemammaries7850 · 02/12/2011 16:02

you ascribe too much power to receptionists..IME any dentist I have ever met has pretty tight control over who they see and when.

Grumpystiltskin · 02/12/2011 16:33

In England NHS DENTISTS ARE NOT RESPONSIBLE FOR SEEING PATIENTS IN PAIN UNLESS THEY ARE PART WAY THROUGH A COURSE OF TREATMENT AND NEVER OUTSIDE NORMAL WORKING HOURS

I'm not actually shouting but this is one thing that Labour slipped under the door when they changed NHS contracts. I runan emergency clinic on Sundays and it's full of people who are registered but can't be seen for two weeks. Call NHS direct and they will help you source emergency treatment.

Maybe see you on Sunday?!

And yes you are being exceptionally unreasonable:

1- It is not the dentist's fault you have toothache
2- It is not reasonable for them to run late all day (probably missing their lunchbreak) just to accommodate your needs.
3- The dentist needs to fill their day with treatment otherwise they will not fulfil their NHS contract and will have to pay the PCT for this privelege.

fanjoforthemammaries7850 · 02/12/2011 16:34

oh well it is different in Scotland then, so apologies if I misled anyone.

fanjoforthemammaries7850 · 02/12/2011 16:35

the emergency clinic here call us and shout at us if our patients turn up there when they are registered and we should see them.

Grumpystiltskin · 02/12/2011 16:35

And Fanjo is correct, I will allow patients about 25% of their appointment time before I say tell them to go away. The dentist and receptionist almost certainly discussed it.

chinax · 02/12/2011 16:35

This reply has been deleted

Message withdrawn at poster's request.

ICanTuckMyBoobsInMyPockets · 02/12/2011 16:41

I haven't got time to read the whole thread at the moment, so really sorry if someone's already said this, but your dentist absolutely can not charge you for a missed appointment. If they argue, tell them you'll contact your PCT and complain.

fanjoforthemammaries7850 · 02/12/2011 16:52

"lets someone loose on Reception" Hmm Some people just call "not getting what they want" poor customer service.

Original poster
BlessYouToo · 02/12/2011 17:24

Thank you CHINAX. At last somebody sane comes onto this thread. Sense of entitlement? FFS.

DH cannot get a bus to work. He works over the other side of the M25 and it is either motorway or countryside with no bus routes to his workplace. His job is more important than my toothache unfortunately and as I called them to inform them that I would be late in advance, I do not think IABU in expecting to fit me in. Waiting room was completely empty.

The receptionist was up her own arse.

OP posts:
fanjoforthemammaries7850 · 02/12/2011 17:27

so your true attitude comes out.

fanjoforthemammaries7850 · 02/12/2011 17:28

he possibly had a patient in his chair and the next one was due to arrive.

Sounds like YOU are the one who is "up their own arse".

"His job is more important than my toothache unfortunately"

[hmm[

fanjoforthemammaries7850 · 02/12/2011 17:28

or even Hmm

fanjoforthemammaries7850 · 02/12/2011 17:30

"as I called them to inform them that I would be late in advance, I do not think IABU in expecting to fit me in"

how does calling actually help, if the patient after you is not there yet?

fanjoforthemammaries7850 · 02/12/2011 17:30

YABUpYourOwnArse (your phrase) Wink

fanjoforthemammaries7850 · 02/12/2011 17:33

"his job is more important than the dentists time" I think you meant

BleurghUna · 02/12/2011 17:37

Yes I agree they weren't very helpful, BlessYouToo, at my surgery they would have fitted you in - they fitted me in once when I was late simply because I got my appointment time muddled up! Usually the other patients are there 5-10 minutes before their appointment time so there is enough wiggle room.
BUT when you say, "His job is more important than my toothache", well you can't have it both ways! You chose to put his job first, something had to give, it was the dental appointment. So YANBU ... and YABU.

BlessYouToo · 02/12/2011 17:41

This reply has been deleted

Message deleted by Mumsnet.

ShirleyKnot · 02/12/2011 17:41

I've got to say the PRICE of dentistry in this country is out of fucking CONTROL TBH but that's a different issue.

OP - I think your title doesn't really match your OP and also I totally understand what you're saying. It's not as if you just didn't turn up, you tried to negotiate, and toothache is one of the worst pains IME and makes people grumpy. The receptionist could have been more understanding and I'm sure could have found you an emergency slot sooner than Wednesday.

Try co-coda mol for the pain, you have my sympathy.