Costly customer care
Dentist
I am a very dentist-phobic patient and had a long-term gum problem.
When I first went to Castle Park dentist’s I was impressed with the attention and kindness of the staff.
The dentist I saw was considerate and encouraging. After the initial consultation I was confident that I would be treated well. The treatment plan was very expensive, costing nearly £4000. I did question at the start if this was the complete treatment and not just initial costs. I was advised that if I followed the dentist’s instructions, there should be few further costs.
The procedures I underwent were largely painless and I was treated very well, although I struggled with much of it, due to my fear and a very sensitive gag reflex. I felt that towards the end of the treatment, the dentists were starting to lose their patience.
Part of the programme was the creation of a partial denture which I wasn’t very happy with. It hurt in a few places, I couldn’t talk well with it, I couldn’t chew with it and it made my mouth very dry, to the point of not being able to talk.
I mentioned these issues to one dentist. Nothing happened.
I wrote them all down and added an annotated photograph. Nothing happened.
I complained. I was rung by the other dentist who said they could change a few bits but for each bit, gave me a down side to doing so. In other words, was trying to put me off having any changes.
Meanwhile, on a check up visit, I was presented with a further treatment plan at another £1000+ with talk of bone grafts. Reading between the lines, I assume they were working up to my having even more expensive implants. I was shocked as I thought the treatment was finished apart from ongoing maintenance. At this point, I sought a second opinion and there I was not advised to have this exorbitant and invasive treatment.
A part of the denture broke of soon after (which it shouldn’t have done within a year!), and, ironically, now fits much better, and this has also reduced the dryness to the point it is now usable!
So I would say that the level of attention and customer care depends on how much money you are prepared to throw at them. Where there is nothing to be gained, they don’t seem to really care after all
I haven't even been contacted to see why I haven't been back.