Newstead House Dental Clinic in Wakefield | Locations, Category, Services Offered, Prices List, Top Ratings, Prices, Reviews & More

This is the email I sent the manager and still got no response. The receptionist gave me the email. I hope this email finds you well. I am writing to express my deep disappointment regarding the experience I had during my recent visit to your clinic. I believe it is essential to bring this matter to your attention for the sake of improving the quality of service provided to your patients.

On 1st June, I had an appointment scheduled at 10.40am at your clinic. Due to a slight confusion, I inadvertently walked into the dental surgery opposite your clinic, which caused a delay of approximately three minutes. I entered your clinic at 10.43 exactly. As soon as I realised ed my mistake, I promptly made my way to your clinic and apologised to the receptionist upon my arrival.

To my surprise, the receptionist (Alisa) did not offer any greeting or acknowledgment of my apology. Instead, she responded in a rude and dismissive manner, stating, “you’re late, we might not be able to accommodate you now” she further continued giving me a lecture on my lateness without making any eye contact. This response was completely uncalled for as I explained how I had mistakenly entered the wrong establishment and expected a more understanding and empathetic approach from the receptionist.

What troubled me even more is that I apologised again and her response was “Right, only because he’s a child we will see you next time, be on time. We have a policy your late, there’s no excuse.” This behaviour not only displayed a lack of professionalism but also caused unnecessary distress to my son, further exacerbating his anxiety.

One patient left and said thankyou to her and she didn’t even look up or say anything. He left, and then when a few other people walked in she greeted them very nicely and it’s then when I realised that because I am in Asian attire and the men prior to me were also of colour her attitude to us was rude.
I must emphasise that this incident has left me deeply disappointed and concerned about the level of customer service provided at your clinic. As a first-time visitor, I had hoped for a welcoming and supportive environment. Unfortunately, this experience has left a lasting negative impression, and I am hesitant to consider returning to your clinic in the future. May I add I got seen 1 hour my appointment and patient that arrived after me got seen first.
Just want to thank the two dental practitioners that I saw, they apologised for Alisas behaviour and were very helpful and kind.
I kindly request that you address this matter promptly and take appropriate action to ensure such incidents do not recur. It is crucial for your staff to receive proper training in customer service, empathy, and handling challenging situations with professionalism.
Upon leaving I asked Alisa the complaints procedure and asked her name, she gave me the email and looked up and smiled is it about me? To which I replied ill just like to email the manager.
I believe in constructive feedback and hope that my concerns will be taken seriously. I trust that you will investigate this matter thoroughly and implement necessary measures to improve the overall experience for your patients.

I was referred to Night Dental for an emergency appointment for my wisdom tooth. The morning of my appointment I woke up to a voicemail from the receptionist who did not say where she was calling from, who the message was for, or what time the appointment was and said that I had to bring the fee for my appointment in exact change without a reason. She also said to return her call but was calling from a private number. After arriving I asked the receptionist about it and she replied that she shouldn’t have to give those details because I should already have them from the referral and that they don’t normally call a lot of people. I paid for the appointment and was finally seen about 40 minutes later. I was experiencing pain as my tooth was growing in and had some swelling. The dentist took one look and said that they can’t do anything about it. She told me that I should just take painkillers and when asked if they would at least consider taking an x-ray to see if it was impacted, she said that there was no point. Fast forward a week, my face had swelled to about twice the size and I had to pay to get another emergency appointment, luckily at another practice, where I was given antibiotics and referred to have surgery to remove the tooth in the new year. I cannot reflect on the treatment quality at this practice, as I did not receive any, but in terms of customer service I would highly recommend seeking another one.

I was sent here to have a tooth removed as an emergency. Masks were available on the entrance as well as hand sanitiser. Guy on the reception was friendly and professional and I didn’t wait long before my name was called to go into surgery.
The two ladies in the surgery room were again professional and did their jobs to the highest of standards. My options were provided and I decided that removal of the tooth was the best idea. My tooth was removed quickly and as painlessly as possible, a huge relief from the pain I was in before it was extracted!
If you are in similar pain with a bad tooth, you are good hands here.