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"Left for days in excruciating pain"

About: General practices in Lothian NHS 24 / NHS 24 (111 service) NHS 24 / Scottish Emergency Dental Service

(as the patient),

I went private to have two of my partially impacted wisdom teeth removed. Straight after I noticed my jaw on my right side was starting to swell. I’d say maybe about 40 minutes after leaving the dental practice I was in excruciating pain on my bottom right (coronectomy side). 

I followed the aftercare instruction...paracetamol followed two hours later by ibuprofen every 4-6 hours. I waited for the medication to kick in, an hour had passed and still no relief. I was crying in pain.

For me I felt like the over the counter medicine wasn’t helping whatsoever!

After sticking if out in pain for 24hrs I was trying everything in my arsenal from clove oil, ice packs, mouthwash, warm saltwater rinse, tiger balm red ointment and orajel but I was still in so much pain.

After two days of hardly any sleep and barely eating. I thought it’s time to reach out for help. I contacted the practice that removed my wisdom teeth and my NHS dentist, but they couldn't help. I was in pain and felt like nobody wanted to help me so I took myself down to the GP surgery at 09:00 and proceeded to plead with the GP’s receptionist if I could make an appointment with a doctor. She turned me away and said I must phone even though I’m literally in the building?? So, I did just that.. only be told they can’t help me because it’s dental work which I understand, but it was to speak about pain management as the pain killers I received from the dentist aren’t working. I hung up the phone defeated and upset.

My last option was to call NHS 111 but I had to wait until my NHS dentist was closed which wouldn’t be until 20:00 so I had to spend a further 11 hours in horrendous pain. Only to finally get through to 111 for them to take all my information and transfer me over to a dental nurse for her to say I’ve taken too much paracetamol in a 24hr period (because the pain killers given aren’t working and I haven’t slept). She mentioned I should go to hospital. She legally had to send a form over to A&E but I don’t legally have to go. I would have had to wait hours in A&E to be seen so I decided to stay home. I’d rather be at home in pain than waiting in A&E for hours. The nurse's advice was to take no more pain relief. I had to laugh at this point. She said that someone will contact me in the next 24hrs with an emergency dentist!

Within half an hour I got a call back from the same dental nurse to say the clinic that usually deals with dental emergencies closed at 20:00!

So after all that I’m still no further forward. Her advice was to contact my NHS dentist at 08:30 the following day! Another night of no sleep.

I just feel like the system is broken. I have tried multiple avenues, and everyone is just washing their hands with me. I’ve been left for days in excruciating pain and still haven’t received any treatment. It’s cruel.

It seems like if you are registered with a dentist, you don’t get any help but if you don’t have a dentist the worlds your oyster and you get treated straight away or am I wrong?

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Responses

Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 6 days ago
Mariska Vernon-Stroud
Patient Experience Team Lead, Patient Experience Team,
NHS Lothian

I gather feedback from patients to recognise good practise and supporting improving services in NHS Lothian.

Submitted on 24/06/2025 at 09:08
Published on Care Opinion at 09:08


Dear COLE-ROSE 21,

Thank you for taking the time to share your story on Care Opinion. I was saddened to hear about your experience, being in pain following dental extraction can be unbearable. I am sorry that your efforts to access support to manage the pain left you hitting dead end after dead end. I can only imagine how frustrating and hopeless that made you feel.

I would like to share your story with your GP practice so they can hear about your experience and identify if there is any learning they can apply. If you would be willing for us to do this, please email the NHS Lothian Patient Experience Team on LOTH.feedback@nhs.scot with the name of your GP practice and we can forward a link on to them.

I hope the swelling and pain has now subsided and you are able to resume normal daily routine. Thank you once again for sharing your story and NHS 111 and Scottish Emergency Dental service may add further responses.

Kind regards

Mariska

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

Manages patient feedback

Submitted on 27/06/2025 at 13:34
Published on Care Opinion at 13:34


picture of Stephanie W

Dear COLE-ROSE21,

Thank you for taking the time to share your story on Care Opinion.

I understand from your story, there were multiple services involved in your journey of care. I reply on behalf of NHS 24.

I was sorry to learn you had cause to contact 111 due to the pain and swelling you experienced after having your wisdom teeth removed.

Your experience of trying to access care sounds very frustrating, I am sorry to hear of the difficulties you encountered.

I thought it may be helpful to explain, that the opening times of the Out of Hours Dental Clinics are set out by the local Health Board areas and unfortunately NHS 24 have no control over this. However, I read your story with concern and I would like the opportunity to explore your contact with the 111 service. If you would be kind enough to contact us, including your Care Opinion user name, we could look into this further. You can contact us by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your story.

Kind regards,

Stephanie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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