Disappointed - I pay for my dental treatment, agreed this shouldn't give me priority treatment over other non-private patients, but before it was taken over by this new company I could see my dentist within a couple of hours or at least a couple of days. After hanging on for 45 minutes to make an appointment I was told that I could see the dentist in 2 weeks time. I have a filling that has fallen out and is really bothering me with toothache etc. I think it is time I looked for another practice. I love the staff there just not the system. x
The dentist are good if you can get to see them. I needed an emergency appointment.
After 2 and a quarter hours waiting for the phone to be picked up, 40 minutes at position 1, I gave up.
The phone number on the website is also incorrect.
Having spent over 3 hours in total being ignored on the phone i tried again the following morning as soon as the surgery opened. After 1 hour 15 minutes of waiting i gave up again.
Time to look elsewhere i think.
The hygienist, Charlotte, and the dentists are lovely - really helpful and comforting if there is something wrong.
However, the reception staff don't reflect the same friendliness.
The practice also struggles to answer phone calls the first few times you ring, keep with it and they will eventually answer. This isn't very good for people who have a busy work life.
One final point - when you ring the practice, there is a message on the call to advise booking appointments online if you cant get through to them. Don't do this - the reception team don't take too kindly to it.
NEVER ANSWER THE PHONE. You can never get through to anybody on reception. I am not just talking about a 1 off time when I have tried. I rang for 3 days, every hour or so to cancel my appointment. I ended up doing so via Facebook chat. I've not been able to rebook since! I am moving me and my daughter's to another practice. Dentist was lovely though, such a shame! Found most the receptionists rude also. Not a very pleasant experience in the waiting lounge.
When trying to book an appointment I have called many times and been unable to get through - when I finally got through to book the receptionist sounded stressed and irritated - I’ve since booked in elsewhere and received wonderful service - I’ve tried to call to cancel the appointment at Victoria House but no answer again!
I went to Duncan Barclay for years and he was excellent. He has retired and i now have a superb new dentist in Malcolm Stewart who I cannot recommend highly enough.
Downside - Reception has hit rock bottom since the practice changed hands - inefficient, overly chatty to some patients and amongst themselves and generally not up to speed. Shame for that - otherwise would have given 5 stars.
Divia and Jack make a great team. Put me at ease and very pleasant people. Overall a really good surgery.
Reception seem to be under a lot of pressure and that does come across, but seems like they're trying their best with a busy reception area which can make it difficult to get in and out of the front door.
Been with this practice all my life and trust them completely.
Keep up the good work!
Lovely service, care and atmosphere. Always make you feel at ease and check you are ok.Read More
Since changing ownership customer service this Practice has gone downhill as result of changes made
6 phone calls made .....no response
2 emails sent ...no response
Contrary to answerphone appointments cannot be made on line if you just want appointment with Hygienist
Long wait at reception to check in whilst payments being taken
Upstairs waiting room is not appropriate environment
It's a good dental surgery no complaints whatsoever, I was a patient of Duncan Barclay who I thought was the best but he's now retired, so now I must wait and see how my new dentist fares.Read More
Would give 5 stars if it was for NEVER being able to get through to reception. I appreciate there are busy times but I can never get through. I rearranged an appointment but have still received reminders for the original date. Cannot get hold of anyone to ensure they haven't double booked me, very frustrating!
However, service from reception, dentists/hygienists is always very good/pleasant in person and is the reason I shall remain a customer.Read More
for the past few weeks i cannot get through to reception,frustrating !Read More
Still pooping myself as I’m petrified of dentist, called the practice this morning and registered over the phone, then n there they made an appointment for me the same day as have a lot of pain, anyway got there filled the relevant paperwork in n walla, I get called into the room, the dentist was absolutely lovely n put up with my nervous chit chat. So I would like to say a big thank you for helping me calm down.Read More
After having a tooth out years ago at the hospital it left me petrified of the dentist today I went to see dr maud who took two teeth out I was so scared but him and his nurse were brilliant with me and took into consideration my fears and have now helped me get over my fear I couldn’t thank them both enough and highly recommend them to anyone! Thankyou for your great serviceRead More
Thank you to Lisa Capell , very kind , considerate and helpful in a situation that was very hard for me a week ago at 7.40pm at the practice..... !Read More
I’ve been going to Victoria house practice for years , and I cannot praise them enough. I’m still nervous when I visit but mark Mercala always puts me at ease not forgetting his nurse Linda brilliant.Read More
Been going here for over 20 years mark my dentist and Linda the dental nurse are absolutely amazing they have always treated me with so much joy care and kindness I would highly recommend this place all the staff are kind and caring to I can't thank them enough thank you Victoria house dentist god bless you all xxRead More
I can't recommend your dentist Beth and Victoria House highly enough. I broke a crown in July and as I work in Loughborough a colleague advised me of your practice. I was given an early appointment and Beth not only did a repair that lasted all summer, she replaced a missing filling I was completely unaware of and did a scale and polish. At my old dentist I would have had to wait weeks to get seen, and this treatment would have entailed at least 3 separate visits. When I left it a bit too long to make my follow up (my fault) and the temporary repair gave way, Victoria House were able to fit me in the same day and do a temporary crown. My old dentist in Derbyshire was abrupt always seemed to rush my treatment, often leaving my mouth feeling bruised in and sore. Yet even when they are busy, all the staff at Victoria House are friendly and efficient, and the care taken with treatment is superb. I won't be going anywhere else now - you really are worth more than five stars !Read More
As a very nervous patient I can't praise Mr Adloo and his nurse Louise enough. They are very patient and reassuring and put you at your ease. They get 5 stars from me. Margot WortleyRead More
Had a really positive experience at Victoria house. I am a very nervous patient and had 2 loose back teeth for about 4 years. I was too frightened to let my usual dentist remove them. I was informed about this dental practice and gave them a go. I saw the hygienist Charlotte who was very understanding and patient with me and then Mr Adloo, he too, was very patient and assuring, as I was sat sobbing. He allowed my husband to come in with me and also 2 dental nurse's Louise and Della. Eventually I let him take the teeth out. It took him a matter of seconds to remove them both. I now travel from Ravenshead in Nottingham to Loughborough as I wouldn't go to any other dentist. Well done all xxRead More
Mr Adloo and dental nurse Louise...demonstrates total professionalism and a high standard of clinical excellence in the treatment and care provided. Totally 5 star.
Thank you for all your hard work �
My Daughter Sophie (age 10) had the news from the Orthodontist that 4 teeth were to be removed. She was calmer about this news than I expected and she said 'I feel ok because Mr Adloo will take them out and he will look after me'. Sure enough today Mr Adloo removed her teeth with professionalism and kindness. My daughter didn't shed a tear because he talked her through the procedure and reassured her throughout. He has an exceptional nurse assisting him whose name I have sadly forgotten. As a family we can not recommend Mr Adloo enough. A true professional whom you can trust. My daughter said she gives him 6 stars!Read More
A filling dropped out yesterday (not one done by this practice), I rang for an appointment and got one for today with Mr R Stewart who gave me a full checkup, clean and polish (haven't had one for 13 years) and replaced the filling, I have been a very nervous patient due to my old dentist (different practice who left me in terrible pain for 8 months) I was originally with Mr Barclay who has retired but was very impressed today, the Dental nurse and the reception staff were lovely xRead More