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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

emsyj · 02/12/2011 22:54

"I am coping on painkillers, must have a much higher pain threshold than some others on here."

What was that snide comment for? I have tried very hard to see your side and have said that it's not acceptable for you to have to wait until next Wednesday for an appointment, but am losing sympathy now. You're just rude. That's possibly why people are rude to you. You are creating that experience for yourself - do you see? HTH.

Kayano · 02/12/2011 23:33

Or maybe it's just not that bad and you are exaggerating?

All your own fault and get over yourself. I hope the receptionist doesn't get in trouble over a rude late and arrogant person like you.

BustersOfDoom · 02/12/2011 23:38

It does not matter that the waiting room was empty. One patient in with the dentist and the next one due probably in 5 minutes. Most likely your non attendance had been discussed with the dentist before you arrived. Do you think dentists and receptionists don't speak to each other between patients? If the dentist had told the receptionist that you were too late to be seen then what exactly did you expect her to do? Go in and beg on your behalf? It sounds like she had to be assertive because of your attitude. Of course do take it up with the dentist but don't be surprised when he reminds you of their appointment and timekeeping policy. You were 15 minutes late. Your fault, not theirs. I seriously doubt the dentist will actually bollock a member of his team for something that really isn't their fault.

And pain threshold? If, for example you were suffering from a dental abcess then over the counter pain killers wouldn't even touch it. Not even by doubling up on paracetamol and ibuprofen. As I said. I used to be a dental nurse and have experience with patients and myself of what really hideous abcess pain is like. Driving people about for an hour before a desperately needed emergency appointment and coping on painkillers isn't it.

NotnOtter · 02/12/2011 23:51

in private practice the practitioner would normally put themselves out to see a patient no matter if they were late

LordOfTheFlies · 03/12/2011 00:11

I work in the NHS (not a dentist or anything dental) and we have 20 minute appointments. That is for everything .The patient to get ready, updated records, discuss treatment, carry out treatment, any extra treatments like simple insoles, diabetic annual reviews, filling in forms, completing records (no computers , all written paper notes) any advice, clearing up, swabbing down, dispose of used instruments and the patient getting ready to go.
In 20 minutes.
We have a 10 minute leeway but it's our judgement if we see a late patient.

If someone has a good reason and hasn't been late before, then I will see them. If they are an at risk patient (which most of ours are) then I will fit them in.
We have no free-time, it runs into our lunchtime or the tidy up at the end of the day.
If I see someone who is late I wait til the end and if they haven't mentioned it then I do.I tell them that alot of my collegues won't see latecomers whatever the reason.

And then you get the "well I always have to wait" (even though they wait at hospital or their doctors)

I would so love to say "Well if I'm running late you can refuse to see me"
But I know I can't.

LordOfTheFlies · 03/12/2011 00:18

BlessYou the 15-20 minute wait you have outside in the waiting room.
You have no idea what is going on with the patient before you.

Their anaethestic might not have taken (my dentist numbs patient and asks you to wait in the waiting room).
They may well be a really nervous patient.
I have an annoying tendancy to bleed.

Some of my patients take 5 minutes to get ready. Or might be in a wheelchair, so have to transfer or treat sitting in chair.
I might need to phone their doctor for antibiotics or write a letter.

I can see both sides of the coin.

galletti · 03/12/2011 00:33

YAso not B U.

BustersOfDoom · 03/12/2011 00:45

NotnOtter That's a ridiculous statement. My practice has been all private for a few years and doesn't piss off its patients by making those who have arrived on time wait while they fit in someone else who has turned up 15 minutes late for their appointment. They are sent away, or told to wait until a slot is free. If they do it twice they are refused further appointments and are told to go elsewhere.

If you go private then you must realise that everyone else at that practice is private and is paying the same as you. You have no more right to queue jump than anyone else.

HugosGoatee · 03/12/2011 00:53

life must be quite stressful when you think the whole world is a conspiracy against you.

Your Tesco experience - the receipt didn't come out of the self-service till and you were irate that they wouldn't let you just leave with your shopping until they'd sorted it.

This one - you missed your appointment and are angry at the receptionist? Talk about shoot the messenger.

Develop some patience and empathy OP, realise that the world doesn't revolve around you and that you need to be flexible yourself.

YABVVVVU.

NinkyNonker · 03/12/2011 07:25

What was the painkiller comment for?! Those saying you shouldn't have to wait etc were sympathising with you...are you trying to piss everyone off or does it just come naturally?

NotnOtter · 03/12/2011 23:56

busters - i just think when a private practitioner ( in any type of health care) is truly private - their bread and butter depends on not p*ssing people off. If you don't like the service then you go elsewhere..non? May not be so in dentistry because i'm not certain how funding works.

In most 'clinics' if you feel affronted you nip down the road - you are paying - you choose

NotnOtter · 04/12/2011 00:17

depends whether or not you need the work i suppose

BustersOfDoom · 04/12/2011 01:42

Well exactly. Better to risk losing the custom of the one person who has rolled up 15 minutes late and is rude to the receptionist than pissing off the other 20 customers who turned up on time and whose appointments would all then be running late cos of fitting in that one latecomer. Better to have one nip down the road than all of the others.

NHS dental practices seem to be few and far between these days. There are hardly any near me and they have massive waiting lists. Yes as a private patient I can pick and choose where I go but that doesn't mean that the practice rules on turning up late don't apply. No business will incovenience the majority of it's paying customers for just one person.

AnyoneforTurps · 04/12/2011 09:45

And if you've got more patients than you can handle, you're hardly going to put yourself out for someone rude & self-entitled.

I wonder what response the OP would have got if she'd got in with a big smile and genuine apology?

auntiepicklebottom2 · 04/12/2011 09:57

yabu, you was late.

i hate waiting for appoinment because other people have been late.

why couldn't your husband get a taxi to work???

NotnOtter · 04/12/2011 13:32

Busters I guess so when you put it like that!!

SallyPat · 20/02/2012 10:19

This reply has been deleted

Message deleted by Mumsnet.

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