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Made me feel welcome and comfortable

Posted By travellerqs76

"Made me feel welcome and comfortable"

About: NHS 24 / NHS 24 (111 service) NHS Grampian / GDENS (Grampian Emergency Dental Service)

(as the patient),

I called 111 as had tooth pain. I did have to wait 50 mins to get through but once through, I was treated with care, respect and fast action. I was given an appointment the next morning and once at GDENS, was seen to very promptly. The dentist was so lovely, and the nurse was so kind, caring and helpful. They really made me feel welcome and comfortable as I am petrified of dentists. The reception lady was so kind and didn’t make me feel stupid at all. I am grateful for this service and proud to be living in a very kind NHS community.

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Responses

Response from Lisa Convery, Dental Nurse Team Manager, GDens, NHS Grampian 3 weeks ago
Lisa Convery
Dental Nurse Team Manager, GDens,
NHS Grampian

Submitted on 06/05/2025 at 14:35
Published on Care Opinion at 14:35

Hello travellerqs76

I'm responding on behalf of our Gdens team. It's lovely to know that you were welcomed by both a kind and caring dentist and nurse, and that they were able to put you at ease during your visit. It's also wonderful that the receptionist played her part in ensuring that your visit was as pleasant as possible, especially since you were petrified. I hope this experience has made you feel a little more at ease about visiting the dentist in the future and hope your dental issue has now been resolved

Take care,

Lisa

Dental Nurse Team Manger - Unscheduled Dental Care

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 3 weeks ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 07/05/2025 at 08:45
Published on Care Opinion at 08:45

picture of Stephanie W

Dear travellerqs76,

Thank you for sharing your story on Care Opinion.

I reply on behalf of NHS 24. I was sorry to learn you had cause to contact 111 due to your tooth pain and hope you are now feeling much better after treatment.

I note from your story you mention you had an initial wait for your call to be answered. I am sorry to hear of this. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for our callers and we are working hard trying to reduce this as much as possible. It is wonderful to hear that when you got through, you were treated with such care and respect.

If you wish to share some further information with me, including your Care Opinion username, I can locate the staff members you spoke with and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience.

Best wishes,

Stephanie

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