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Polite, helpful and professional

Posted By elz18

"Polite, helpful and professional"

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

(as a service user),

Due to a worsening dental abscess and feeling unwell I called 111 (NHS Scotland) early on a Saturday morning. Although it took about 40 minutes to speak to someone the call handler taking information then the dental nurse and the person who contacted me regarding the appointment were all extremely helpful and professional.

I was given an appointment to attend NHS Grampian out of hours dental service at Argyll House with clear instructions. I called as instructed on arrival and was given access. I was seen very promptly by a dentist and dental nurse, they could not have been more helpful, after examination and X ray I was prescribed antibiotics. The dentist took time to explain the findings of the x ray and advise about follow up care. I could not be happier and more grateful for the care I received. The service is run extremely effectively and every member of staff I communicated with was polite, helpful and professional and I would like to say thank you for the care I received. Well done all.

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Responses

Response from Lisa Convery, Dental Nurse Team Manager, GDens, NHS Grampian 2 days ago
Lisa Convery
Dental Nurse Team Manager, GDens,
NHS Grampian

Submitted on 04/06/2025 at 12:35
Published on Care Opinion at 12:35

Hello elz18,

I’m replying on behalf of our GDENS Emergency Dental Service to thank you for taking the time to share your feedback.

We really appreciate your kind words and are so pleased to hear that you were seen promptly and felt well cared for by the dentist and dental nurse. It’s great to know the treatment and reassurance you received made a positive difference.

I hope the antibiotics are helping and that you're now feeling more comfortable. I’ll make sure your appreciation is passed on to the team involved in your care.

Lisa

Dental Nurse Manger - Unscheduled Dental Care

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 6 hours ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 06/06/2025 at 10:57
Published on Care Opinion at 10:57

picture of Stephanie W

Dear elz18,

Thank you for sharing your story on Care Opinion.

I note there are a few services tagged to your story, I reply on behalf of NHS 24.

I was sorry to learn you had cause to contact 111 due to your dental abscess and feeling unwell! I 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, the staff who managed your call were so helpful and professional!

If you wish to share some further information with me, including your Care Opinion username, I can locate the NHS 24 staff 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 your kind words.

Best wishes,

Stephanie

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