Rude passive aggressive receptionist to ‘greet’ us as we came in. I still can’t fathom why myself and my 9 year old we pointed to sit on two plastic seats apart from each other that weren’t sanitised between other people sitting on them. Neither were seats 1&2 that had two different sets of people on without sanitising in between. If your business is going to over enforce Covid requirement meaning you can’t sit on the sofas but think a hard seat is somehow not going to attract and hold onto the Covid bacteria you know more than I do… we were kept waiting for 15 Minutes initially despite arriving on time (and taking my child out of school to do so) then another parent and older child came in. Booked in and literally sat down for one minute before the receptionist who was very sweet but with a strong accent called out a name that sounded like a potentially really bad pronunciation of my sons name but the other couple got up and were ushered in. Bearing in mind my son is 9 and the other child clearly a teenager…. After ANOTHER 15 minutes has passed so we are now over half an hour past our initial appointment time the same nurse came out calling ‘Hughie” and looking at me. I explained neither I nor my some was names Hughie and that it was likely to be the older boy they had called in before us. Both the nurse and the receptionist then flapped for five minutes before ushering my son and I into the orthodontist. At no point did anyone actually apologise or explain the mis up despite me pointing this out to them. The orthodontist himself was rude and Curt and didn’t apologise for wasting our time either…. He then said why have I brought my son here and what followed was a very odd exchange around the fact my dentist referred my young son and I called the practice to check as he was so young and had lots of baby teeth still. I was told to keep the appointment ans bring him along. The orthodontist said this was a waste of time and I shouldn’t have been referred saying my dentist was being negligent! What on earth! How rude is this man. Your practice messed up and then blamed my dentist and were thoroughly rude throughout. The only reason I kept calm was my child was with me and I didn’t want him to worry. This was an NHS referral but I wouldn’t go back and certainly would not refer my non NHS paying friends. Really really poor.
Reply from Teeth in Line - Milton Keynes
We are very sorry to read that you did not seem to find anything good about your experience at Teethinline which is very disappointing for us.
We adhere to COVID regulations and at the time of your visit we applied social distancing in our waiting rooms, using wipe down chairs rather than our normal bench seating. The bench seating has now been re-instated but we still ask patients to sit apart.
As you experienced, our patient flow is busy but our reception and clinical team are constantly cleaning all areas of the practice in between seeing patients, including the waiting room in our efforts to protect patients and staff alike.
We do run a multi-surgery practice so the other child you mention may have been seeing another member of our team, however we are sorry if you felt we kept you waiting un-necessarily. We do strive to keep appointments to time as we appreciate everyone is very busy but from time to time, un-planned problems or emergencies arise and we have to deal with these, as we are sure you would expect.
In terms of the clinical assessment, it is difficult for us to comment except to say that we would not normally assess when baby teeth are still present as we cannot really determine what will happen when the adult teeth arrive. In these cases, a Dentist would normally monitor and refer to an orthodontic specialists when baby teeth have been shed or if they have a specific concern they want specialist advice with.
We trust that your child has now returned to your Dentist and the Dentist will continue to monitor until specialist intervention is appropriate. We are sorry you prefer not to return to us and hope that you find an alternative specialist orthodontic provider to help in the future if orthodontics are required.
Overall, how was your experience of our service?
Very poor
