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The way I was dealt with

Posted By moonmb98

"The way I was dealt with"

About: Victoria Hospital / Oral Surgery & Medicine

(as the patient),

I recently attended an appointment at the maxilofacial department at victoria hospital. 

The young doctor I saw was was so lovely, as was the nurse. 

I am prone to orbital cellulitis since I suffered a bite to my cheek and was hospitalised. Since then it has come and gone. It was possible that the issue was cosmetic filler, however this has all been dissolved last year and I still have regular bouts of this 

I had to call the hospital and attend OOH to see the on call doctor for maxilofacial, as my face swelled to excess and my eye was closed. 

I reattended the hospital for a follow up. I was seen initially by a young doctor who was so lovely. 

I then had the misfortune to be seen by a consultant. I felt totally dismissed by them. They seemed totally disinterested and dismissive of everything I told them. They spoke over me, they didn't listen to me at all. 

I recall seeing the same person last year while I was having issues with my face and they were like that then.

I will never ever deal with this consultant at Victoria again. I left my appointment in floods of tears because of how they were towards me. 

In my experience, they clearly do not care nor have any empathy or compassion for their patients.  Absolutely appalling!

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Responses

Response from Amy McIntyre, Senior Dental Nurse, Oral Maxillofacial / Orthodontic Service, NHS Fife 2 days ago
Amy McIntyre
Senior Dental Nurse, Oral Maxillofacial / Orthodontic Service,
NHS Fife

Submitted on 13/11/2025 at 11:51
Published on Care Opinion at 12:47

picture of Amy McIntyre

Dear Moonmb98, Thank you for taking the time to share your experience with us. I’m very sorry to hear about your recent visit to our Maxillofacial department and that you left feeling unheard and upset. No patient should feel that way during their care, and I want to sincerely apologise that this was your experience.

I’m glad to hear that your initial appointment with the doctor and nurse felt positive, but I fully appreciate how difficult it must have been for that to be followed by an interaction that left you feeling dismissed and spoken over. Your concerns deserved to be listened to with compassion, and I’m sorry that this did not happen.

Please be assured that the points you’ve raised will be shared with the senior clinical team so we can look carefully at what happened during your appointment. Feedback like yours is important in helping us reflect, learn, and make sure our patients feel supported and respected at every stage of their care.

Thank you again for getting in touch and for helping us improve the experience we offer.

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Response from Lorna Roy, Clinical Nurse Manager, Planned Care, NHS Fife 2 days ago
Lorna Roy
Clinical Nurse Manager, Planned Care,
NHS Fife

Submitted on 13/11/2025 at 13:42
Published on Care Opinion at 13:42

Dear moonmb98,

Thank you for bringing this to our attention. I am sorry to hear that your recent experience did not meet the standards we strive to uphold within our department.

Please feel free to contact me directly on extension 20148, and I would be happy to discuss your concerns further.

Lorna Roy

Clinical Nurse Manager

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