Thank you for your feedback, it is very much appreciated. We are of course sorry you didn’t have the ideal experience we aim to achieve at the practice for our patients, however sometimes it is very difficult to run on time. Patients such as like yourself who are nervous and take extra time in the dental chair or those in severe pain and need emergency care, often lead to a dentist running behind schedule. It is often unavoidable. Good dentists do not have patients in and out of their surgery like a conveyor belt. We prefer to care for each individual patients needs and ensure the highest standard of care is achieved. As this is a rare occurrence of someone leaving due to being kept waiting so I was able to identify your appointment and assess the situation. Your appointment was towards the end of the morning session, so a busy morning with a couple of emergencies lead to this wait. We appreciate we had asked you to attend earlier, but obviously it was not recognised that the dentist was running significantly late on the run up to your appointment time, so this request was not altered back to the original time. Chances are it may have been just a patient or two before you that caused the delay, so it was not possible to avoid your earlier attendance. We appreciate waiting is not ideal, but we do endeavour to keep patients who are waiting informed and updated, as well as providing a hot and cold drinks machine, a range of magazines and television to try and ease the annoyance of any waiting period. Our apologies again and I hope you can now appreciate why such occurrences happen. Regards Surrey Dental Spa