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Phone communication

Posted By plussc45

"Phone communication"

About: Graylands Dental Clinic

(as the patient),

I had a referral sent to the Graylands dentist. Tried to ring to make an appointment all day, every day for a couple of weeks. Tried to find an email address, but couldn’t.

Inded up going in there and knocking on the door and explaining my situation. They decided to see me right then, I believe because they didn’t have anyone booked. 

While I was there, the phone rang quite a few times, from before I even got in the chair, all the way through the appointment. Even when I believe one of them wasn’t doing anything, it appeared they listened to the message as it was being left (which I believe is a potential confidentiality breach here) but didn’t answer it.

No wonder I couldn’t call to make an appointment and, in my opinion, no wonder they had free time when I dropped in!

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Responses

Response from Roslyn Elmes, Executive Director, Mental Health, Public Health & Dental Services, North Metropolitan Health Service 3 years ago
We are preparing to make a change
Roslyn Elmes
Executive Director, Mental Health, Public Health & Dental Services,
North Metropolitan Health Service

Submitted on 11/03/2021 at 7:21 PM
Published on Care Opinion on 12/03/2021 at 10:00 AM

Dear plussc45,

Thank you for taking the time to provide your feedback on the Graylands Dental Clinic.

Firstly, I would like to apologise that you were unable to contact the clinic by phone. The Graylands Dental Clinic is staffed by a Dentist and a Dental Assistant, but has no Clerical support. Normal procedure is for the answering machine to be checked and calls returned at the end of each day. The clinic does not have an email address, however, the Dental Health Services website (www.dental.wa.gov.au) has information with respect to our clinics and alternative contact numbers if you are unable to reach a clinic.

I acknowledge your concern that patients in the clinic can hear phone messages as they are being left, and can advise we are in the process of updating our phone and voicemail system to address this issue.

If you have any further queries with respect to the Graylands Dental Clinic or your care please address them with Dr Catherine Alford Regional Dental Officer Education and Special Dental Services on 9313 0555.

I again apologise for your call not being returned but am glad to hear that by attending the clinic you were able to be seen and treated by the dentist on duty.

Kind regards

Ros Elmes
Executive Director

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