"I am concerned that they are not taking responsibility for their own advice"

About: North Devon District Hospital / Oral & Maxillofacial Surgery North Devon District Hospital Oral & Maxillofacial Surgery Barnstaple EX31 4JB

Posted by Barb623 (as the patient), 3 months ago

I was due to have a molar tooth removed at the hospital, but after I'd finally got an appointment, the tooth fell out without any help from anyone.
I rang the hospital (I thought the department, but this letter appears to be from administration) for advice, and was told that there was no need for me to attend the appointment.
I received a copy of a letter from administration to my dentist, which said that I had advised that I do notwithstanding to have an appointment as the loose tooth had come out. This is not true: I rang for advice.
They then said that I had been removed from their waiting list at my request. Again, not true: it was at their recommendation.
I should make it clear: the letter was headed as from North Devon District Hospital - Administration, but signed as from The Oral & Maxillofacial Team.
I am concerned that they are not taking responsibility for their own advice, and that my treatment by my dentist may suffer because of it.

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Responses

Jennifer Smallridge

Senior Dental Nurse Maxillofacial & Orthodontics (Northern Services), Maxillofacial & Orthodontics (Northern Services),

Royal Devon University Healthcare NHS Foundation Trust

Submitted on 01/08/2025 at 13:14

Published on Care Opinion at 13:14

Dear Barb623
Many thanks for taking the time to give us feedback on our service. I understand from your comments that there has been a problem with communication following your phone call to our department. I apologise for any confusion this has caused. It sounds as if a generic letter has been sent that you feel doesn't reflect events. Please contact me if you wish to discuss further or message if you would like another letter sent to your dentist.
I can be contacted via a response on Care Opinion or by ringing the department on 01271 322367 and asking to speak to Jenny. I work on a Monday, Tuesday and Friday.
Once again, many thanks for bringing this to our attention.

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Update posted by Barb623 (the patient) 2 months ago

I think that a letter explaining exactly what happened should be sent to my dentist.

Jennifer Smallridge

Senior Dental Nurse Maxillofacial & Orthodontics (Northern Services), Maxillofacial & Orthodontics (Northern Services),

Royal Devon University Healthcare NHS Foundation Trust

Submitted on 11/08/2025 at 15:46

Published on Care Opinion at 15:46

Dear Barb623
Many thanks for your update. In order that I can resolve this for you and get another letter sent to your dentist, can you please ring 01271 322367 and ask for Jenny. I am next in on Friday this week.

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