Am I over-reacting? (re Dentist and referral)

[tiredemma]

Long story that I don't want to bore anyone in- but basically most recent trip to dentist uncovered some concerns regarding DS1 teeth and dentist stated he would need to make a referral to the local orthodontics centre.

I contact the dentist yesterday as it has been 7 weeks since this referral was allegedly made.

Receptionist yesterday promises to 'look on the system' and then call me back- she fails to call me back so I call her back- she states that the dentist who made the referral isn't in but she has phoned him and he said that when he is at a computer tomorrow (today) then he will give an update. Fair enough. she said she will call me before 12.

Pick DS1 up from school and he asks about referral- (he is really self conscious about his teeth)- I then decide to contact Orthodontist centre myself as I recall the practice name- I speak to lady on reception there - she has no information regarding any referral for my son.

So I phone the dentist back and again speak to receptionist- tell her that the 'local' orthodontist centre (the one my own dentist actually said he was going to refer to) has no record of referral. She states that she will try and get home of dentist again and call me back- she doesn't.

so I phone her again at 5.30pm- she says that dentist has said he will look into in the morning and she will call me (again before 12)

get to 12 o'clock today and no call- so I again phone her. She says that she "hasn't heard off the dentist" - Im still being fairly reasonable at this point- I state that Ill give her a chance to call and will contact her this afternoon.

So I call again at 3pm. She hasn't spoken to dentist,

At this point I ask if I can speak to the Practice manager as I phoned the actual orthodontist centre myself and they have no record- its seems quite clear that no referral has been made.
She says that the dentist is one of the practice managers and that the 'other' practice manager 'cant see anything on the system'.
So again she says she will try and call the dentist for an update and ring me 'straight back'. That was at 3pm.

I work for the NHS. Im pretty sure if I failed to do something then someone would be on my arse like a dog on heat.

Im not sure what to do next - I feel like ringing back up and creaming down the phone but I'm aware that won't solve anything.

Im angry that 7 weeks appear to have been wasted- Ds1's teeth are in a state and he is self conscious about starting secondary school in september.

Am I over reacting if I ring back up and demand to speak to someone other than the div who appears to not be able to return phone calls??

sorry its so long and boring.

She is probably waiting for the dentist to look into it, working for a dentist I can tell you that it is a NIGHTMARE trying to get a minute to ask the dentist anything, and even once she did ask them the dentist probably is taking some time to look into it and give her an answer for you, so I would not be so quick to call her a "div". Also I doubt SHE does the referrals so I think your ire is misplaced.

That said, I am sorry to hear about the delay to your son's teeth.

screaming down the phone-not CREAMING!

I realise its not her making the referral and she probably really isn't a div- however on each occasion I have spoken to her she has promised to call me back. And she hasn't.

Hmm, well if he hasn't dictated the letter or didn't give her the tape or failed to press record then she wouldn't have done the referral. She really does need to speak to him before she calls you back but she needs to stop making promises she can't keep about when that will be.

she really could be doing her best to get an answer from the dentist, if they have back to back patients it can be really hard to get a word with them.

If I were you I would make an official complaint. It's my equivalent of screaming down the phone.

I don't think you are over-reacting, I think that is really crap service, and your dentist should have phoned you asap full of apologies if referral hadn't been made/ forgotten.

I tend to judge healthcare providers on the service I give my patients (vet), so to me what you describe is unacceptable, and you are right to be annoyed

also, i see she is calling the dentist, he isn't actually there at the practice? Perhaps he is not available, do you want her to call you just to say she has no answer yet?I can assure you if you are hassling her this much she will be very keen to find the information for you.

yes it is crap if referral hasn't been made, but my only point is it sounds crap with respect to the dentist's actions and not the poor receptionist :)

hope you get some answers soon.. I really should hide this thread as there will be people telling you to go in there and scream at them etc at some point soon I'm sure

Dentist just phoned back. Asked me to "explain what the problem was"- reiterated my concerns, he said that the referral had gone over to orthodontist clinic but only got "put onto the system today" as it was "sat in another pile waiting to be inputted onto system". What a load of shit. He told me that waiting time is "on average 20 weeks" - adding that we wouldnt be seen for "ages anyway".

Think I need to find a new, honest dentist. I'm very disappointed.

I wouldn't be too quick to assume he is lying either..referrals take a very long time to come through.

but if you don't trust him yes, it would be best to move elsewhere as that is important :)