Dr. Katerina RouseaDamira Oxford

I am usually highly satisfied by my experience with this dental practice. However, after having a filling a few weeks ago and before eating, I got home and found that I could feel something embedded in the filling, like a small piece of fabric. I could not remove this, but as we were going on holiday the next day, we went. When we got back I fixed another dental appointment to get it looked at. The dentist spent some time looking at the filling but said there was nothing there. To its credit, the surgery did not charge for this consultation. However, the problem is still there, and a constant irritation, so I don't know what to do other than visit a different (non NHS) dentist for a second opinion.

Having put up with the sub-par service from this dentist for a number of years (for reasons of lack of choice), this is the final straw. I had a private dental hygienist appoint booked and paid for, which has now been cancelled without explanation. Not only that, the practice has neglected to offer me another appointment within a reasonable timeframe (3 months from now, for something I have already paid for, is unacceptable) and most frustratingly, has essentially left it to the customer to chase up, rather than proactively trying to sort the issue. Unacceptable service, for which management seem to take no accountability. The one positive to note is that the receptionists are always pleasant to deal with.

I would like to share my recent experiences of Damira, which have been disappointing. Firstly, I have had three appointments cancelled and rearranged since June, with little in the way of apology or explanation. The reception team and dentists are always friendly and provide a good service, but the repeat cancellations are definitely an issue for patients. I recently had root canal and I was really pleased with the endodontist, Pierluca, who was professional, caring, and made the whole experience comfortable. But when it came to pay after my second round of treatment, I remembered my card had been frozen due to a fraudulent transaction. After I explained this and offered to make a bank transfer, the practice manager took me aside and threatened me with debt collectors if I was unable to pay by card by the end of the day (the amount was £345). As a long-standing patient at the practice of many years, I was surprised at how heavy-handed this was and I felt pretty humiliated by the level of mistrust. I understand from the website that it is standard procedure to take all payments in advance (although both my root canal treatments were taken after the appointment), and that debt collectors are called for outstanding payments. I don't expect special treatment and I do understand the inconvenience if the payment wasn't made. But there was very little humility displayed from the practice manager about the inconvenience caused to me by them having cancelled then delayed this appointment by two weeks already. I wonder if there is scope for this procedure to be reviewed/clarified - e.g. ensure all payments are in fact taken in advance to avoid this happening? And if this isn’t possible, give patients a more realistic time period than a few hours to make the payment, before escalating to the debt collectors? Luckily, my new card was waiting when I got home and I paid immediately - no debt collectors necessary. Thank you for taking the time to read, I look forward to a response.

The dentists and hygienists are perfectly decent, but since this place was taken over by Damira the bookings have been shocking. Twice this year I have had appointments cancelled last minute and told the next available appointment is in three months time. Today I turned up for a dentist and hygienist appointment, having paid a deposit for both, to find that they had not actually booked the hygienist. If you can find another place to enrol, I would recommend enrolling somewhere else, where it is possible to see a dentist in a reasonable timeframe. A decent dentist elsewhere that you can actually see would be much better than a place that you never struggle to actually see the dentist.

I just wanted to share my recent experience with the dental office, and I must say it has been quite disappointing, to say the least. My appointments have been canceled three times now, and each time the staff has been less than helpful. It seems like everything is always rushed, and customer service is sorely lacking. With the pain in my teeth getting worse, I finally decided to speak with the manager to address the issue. However, my attempts to talk to the manager were met with excuses and delays. Despite numerous promises of a callback, I never received one. When I did manage to speak with Manager Diana, she displayed a lack of concern and professionalism. Instead of addressing my concerns, she seemed disinterested and offered poor excuses that made no sense. I felt like my situation was not being taken seriously, and the offer of a refund as a resolution was inadequate after almost two months of waiting. Ultimately, it's not about the money but the quality of service provided. I simply wanted to have my dental issues resolved in a timely and professional manner. Thank you for listening to my frustrations. I hope that my feedback will help improve the customer experience for others.