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Urgent dental care/ treatment- via NHS111

Posted By Lizj

"Urgent dental care/ treatment- via NHS111"

About: Welsh Ambulance Services NHS Trust

(as a carer),

I called 111 for emergency dental services in Wales.

This was for my son who was in agony.

The call handler was superb.

Ì was called back 27 hous after my initial call, then offered an appointment 2 days later.

This was by no means urgent care. A disappointing and non effective service for a child who was in excruciating pain

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Responses

Response from Leanne Hawker, Head of Patient Experience, Welsh Ambulance Service last month
Leanne Hawker
Head of Patient Experience,
Welsh Ambulance Service

Submitted on 26/08/2025 at 16:45
Published on Care Opinion at 16:47

Thank you Liz, for your feedback. Firstly, we are glad to hear that your initial call into 111 was dealt with promptly and effectively. However, we are sorry to hear that the subsequent wait time for your call back and dental appointment for your son was longer than you anticipated. The callback times and any allocation of appointments is managed by the local Health Board dental teams and not the 111 Wales Service. We would be happy to share your feedback with the health board, alternatively, if you wish to raise this as a concern, you can contact them directly. Unfortunately as we do not know where in Wales you live we are unable to provide you with the details, if you would like to get in touch again we can provide you with their contact details. I hope this helps and thank you for raising this issue with us.

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Update posted by Lizj (a carer)

Good morning

We were in holiday in Tywyn LL36

Please share with the health board.

Also, by means of an update, the dental issue was an abscess, he was treated by his own dentist 50 hrs after the original call, but was so poorly ended up in A&E with suspected sepsis. Which was preventable should urgent care have been efficient and available.

Kind regards

Response from Leanne Hawker, Head of Patient Experience, Welsh Ambulance Service last month
Leanne Hawker
Head of Patient Experience,
Welsh Ambulance Service

Submitted on 27/08/2025 at 10:49
Published on Care Opinion at 10:49

Thank you for letting us know. I hope that your son is making a full recovery after his experience. I will share your feedback with Betsi Cadwaladr University Health Board on the poor experience you have highlighted. Thank you again.

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