Was booking an appointment and was ready to go ahead until the woman on the phone laughed at my situation, very disappointed after she just had reassured me they are professional.
Response from the owner:Hi Ashleigh,
We are disappointed to read this review, as the account presented does not accurately reflect our understanding of the interaction described. We would also like to clarify that you have not attended Penrith Dental Clinic as a patient, and the interaction referred to in this review relates solely to a telephone conversation with our front desk team.
As a healthcare provider, we take our privacy and confidentiality obligations seriously and therefore will not discuss the details of individual interactions in a public forum. However, during the call our front desk staff member was presented with a very unexpected, highly personal and confronting comment. What you have described as laughter was, in fact, an awkward reaction to an unexpected and confronting comment. Such reactions are entirely understandable and can occur naturally when someone is unexpectedly placed in an uncomfortable conversation of this nature. We believe it is important to clarify that our team member did not ridicule, mock or intentionally make light of you or the circumstances described in this review.
We stand by our team member and the professional and respectful manner in which the situation was handled. An unexpected or uncomfortable moment in a conversation can sometimes be interpreted differently from how it was intended, but there was absolutely no intention to embarrass, judge or disrespect anyone.
At Penrith Dental Clinic, we are committed to treating everyone who contacts our practice with dignity, compassion and respect, and we expect communication with our team to be respectful and appropriate in return. Our staff should always be able to perform their roles in a professional environment without being subjected to inappropriate or disrespectful interactions.
We take great pride in the care and service our team provides and in the long-standing relationships we have built with many patients and families over the years. The suggestion that a member of our team would deliberately laugh at someone because of their personal circumstances is simply not consistent with the values or conduct of our practice.
We wish you all the best,
Penrith Dental Clinic
