Bupa Dental Care Malin Bridge

"Went few wks ago for check up with to previous work about 6/7 month ago. Woman who I seen Elizabeth. Told me was in flamed still and had to wait. Ok waited. So booked in for check up. Got moved to another dentist. But on that day my appointment was 1450 they called me up at 1400 to cancel. It. Thought we had to give 24 hr notice. ? Then I got in later then scheduled had word with manager asking y as this taken so long. She told me that on my re port. That Elizabeth offered me to put the cap on my tooth. She never offered me that.but she wrote it on her re port. And now av just spent over an hr ringing them up to sort this letter out and left msg on there answer phone and no one as got bck as yet. You telling me that no one was in reception. In that time this is ridiculous performance from. Them."

"Once we got in, my son and I received personalised attention from Coralie Hobbs whom I can’t praise enough. It was the getting in that was the problem. Your reception staff were at turns indifferent and actively obstructive. Because they never answer the telephone or email, and because the option to leave a telephone message instead disconnects the caller, my only option for making the appointment was calling in person. In retrospect this intransigence ought perhaps to have warned me off. Nevertheless, I persisted, because I had recently enrolled in Bupa Dental Choice 1 (never again!) through my employer and because the list of charges was less than that of Ecclesall Bupa office. On the day of our appointments, for which we had waited two months, I received a phone call from your office informing me that if I did not pay in advance by 2pm that same day then our 4pm appointments would be cancelled. I asked how to pay and was told that a web link had been sent to my phone by SMS. My phone is not a smartphone and does not connect to the web; any links sent to it must be painstakingly transcribed by hand onto a computer. I told your staff, politely but firmly, that I am not a deadbeat and would pay. Their response was “there’s no need to be rude”. I said that if anyone were being rude then they were, by asking me for pre-payment and threatening me with cancellation. They eventually agreed to email the link to me. This promise of theirs turned out to be an empty one, though, because no link ever arrived. I rang back and waited in a telephone queue. When someone finally answered and I began by saying “I have waited twenty minutes in your telephone queue--” the call was disconnected; your staff seemed to have hung up me. With no alternative, I again travelled to your office, twenty minutes each way, to pre-pay, taking an hour out of my work day in addition to all the time that I had spent on the phone. What ought to have been a simple one-hour pair of appointments for me and my son had become the major occupation of my day. When I presented myself and my credit card at your office I received another nasty surprise: You charged me £125 for my and my son’s new-patient appointments whereas on Bupa Dental Choice 1 I ought to have been charged £45. This was despite the fact that I had given my Bupa Dental Choice membership number when I called at your office in person, just after noon on Tuesday 8 November, to make the appointments. I was told specifically at that time that my giving my membership number would enable your office to process claims electronically so that I would be charged only the excess. I emailed your practice manager Lianne Featherstone that same evening of our appointments, 12 January. It took a week to receive a reply to that email, and till date no correction to the charge has appeared on my credit card. I am a busy professional and haven’t much time to spare. I certainly haven’t much time to spare waiting in telephone queues, driving back and forth to your office when your staff hang up on me, or composing email to try to have overcharges corrected. Your dental staff are tops, but your administrative staff seem a complete zero."

"I've always had very good experiences during my past 3 years at Bupa Dental Care at Malin Bridge. The reception staff are friendly and accommodating, and the dental surgeons, / technicians are always helpful in answering any questions I have. I cannot fault the Malin Bridge team at all."

"I had a hygienist appointment today which I was not looking forward to. Charlotte and her assistant were absolutely fantastic, made me feel really at ease. I felt very well looked after and had a really thorough clean without any pain. Brilliant and highly recommended, thank you very much."