Broadlands Dental Surgery Gentle Way, Bridgend CF31 5EJ

"A lot of fuss when they went private. Recent filling, clean etc. was carried out on time, efficiently, friendly and professional, pain free and all for a very reasonable price. Thank you. I will return and share my positive experience with others."

"What a truly awful way to treat a terminally ill cancer patient! I have been a patient at the Broadlands dental practice for over 12 years. Previously, I have found Fiona my dentist professional and knowledgeable. I had never had any problems or issues. However Fiona’s timekeeping leaves a lot to be desired. I do not think I have ever been to an appointment where I have not been waiting for at least 15/45min + On a previous occasion, I was late for an appointment by 5 minutes - traffic accident on the M4. The receptionist told me to leave as I was late and the appointment was cancelled and I should have phoned. – phone line constantly engaged. A real problem at the practice is the rude and obnoxious receptionist. Regardless of what activity the receptionist is engaged in, phone call, updating a computer, dealing with another patient or general gossip behind the desk the receptionist will blatantly ignore an arriving patient until she deems she will deal with the arrival (generally 5-10 minutes). No eye contact is ever made - rude and unhelpful. Further poor practice noted when I developed severe pain in my jaw which resulted in a root canal filling during covid. The receptionist initially diagnosed tooth sensitivity and should take painkillers if the problem persists. – Good to know that the receptionist has no medical training whatsoever and is quite happy to provide this medical advice with no idea what medications the patient may be taking. Still waiting for completion of treatment - practice has now gone private. Presumably for additional charges that can now be made. The real crux of this review, having final obtained an appointment to complete treatment I have recently been diagnosed with Stage 4 brain cancer. Needless to say this is deeply traumatic time for both myself and my husband a situation I did not expect to be in three weeks ago. On the day of the commencement of my first session of chemotherapy I had, by coincidence, had an appointment with Fiona to complete my dental treatment and raise the issue of treatment during cancer treatment My husband had telephoned the practice the week prior to the appointment to advise of my current health problem and confirm that the appointment needed to take place. we had to be back at Singleton Hospital on time for my first treatment that afternoon. When I arrived at the practice I was met with the usual rudeness by the receptionist. I was told that I would have to wait as another patient had been accepted for “emergency treatment” – a filling! No mention of our previous conversation. Needless to say having waited nearly an hour I became very concerned that I would not get back to Singleton Hospital on time. Despite asking the dental nurse twice how long would this treatment would take and would there be enough time for my treatment and review to take place? The response was, “This is an emergency!” A 15 minute delay was advised. 50 minutes later - still waiting. Not good enough for a privatized practice. Poor staff communication, training and time management as well as a basic grounding in common courtesy should be the norm. Private clients expect a service. The loss of a number of dentists hasn’t helped. If a client intends to remain as a private client then this practice team will need to significantly up their game and treat patients on time, on target and within a reasonable time of an appointment taking place. Courtesy and good manners should be part of the customer service expectation when private clients are paying dearly for the privilege. Having discussed his concerns on the day of our visit, my husband voiced concerns to the practice manager. The practice manager is still willing to accept my husband as a client of the practice. I have been barred from the practice to go elsewhere as he was told I had been rude and abusive to the dental nurse. Absolutely untrue! I did get my £30 deposit back Absolutely not good enough!"

"I have been with this practice for about 15 years & until recently have never had any major issues. I recently attended for an appointment with Dr Fiona Gordan, unfortunately the practice did not inform me that my own dentist Bethan along with other dentists had left. Years ago I was under Fiona and changed as I found her time management with work not good, as my background is in medical work I could not afford to waste time persistently waiting to be seen. After a time delay of 50 minutes the practice manager Josie presented herself to apologise for the delay! I explained I had phoned a week earlier to explain that my wife had urgent medical treatment to attend to in Swansea at 2pm that day and although we could stay 15/20 mins over, that was our limit. The receptionist assured me my wife and I would both be seen and away by 1230pm,obviously this communication was not recorded on their system or given to the dentist Fiona. My wife who has recently been diagnosed with cancer was very upset but not rude or abusive. We obtained a refund of prepaid charges and left. Some weeks ago I phoned and spoke with the practice manager to try and rearrange appointments. I was told my wife was rude & abusive & would not be allowed back to the practice, I however could attend the practice. Customer care is clearly not a priority for this practice, training, communication & time management are serious issues. I am still waiting for a written apology which I doubt I shall receive. I am disgusted & appauled that the practice feels it is acceptable to lie & distort the truth to cover up for their own inadequacies. I would urge all not to use this practice."

"I went to see Fiona after having awful service in another dentist and I couldn’t be happier with her work !! And the way she deals with her patients. I am a very nervous person when it comes to seeing the dentist but she immediately put me at ease !!! I have been with the practise for some time now and the service has always been amazing !! Highly recommended best dentist around without a doubt. Xxx all the staff there are amazing never been let down ❤️❤️"