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Feeling Included

Posted By Kirkd39

"Feeling Included"

About: Aberdeen Dental School & Hospital

(as a parent/guardian),

My son smashed his two front teeth during a BMX trick gone wrong earlier this year. Unfortunately he was due to get a brace and so after seeing our dentist and orthodontist it was felt that a trip to the dental hospital was needed for a final assessment of the damage and the best course of action for the future planned.

The staff were really welcoming on arrival, at the front reception and then through in the clinic, explaining the forms and helping us make sure we were in the right place at the right time. When it was my sons turn to see the dentist it was reassuring that everything was discussed with us and his options were explained in a way he (and I) understood. The dentist we saw called his colleague through for a 2nd opinion which we felt very much part of. Both always spoke to us, rather than each other, and listened to our questions carefully.

The only thing I felt could have been improved was at Xray. The plate that my son had to fit into his mouth and bite into was uncomfortable (possibly a one size fits all).  The staff member did explain this  - but it wasn't explained with understanding, more that it was just a job that needed done and a bit of hassle when the xrays didn't come out first time. They weren't rude, just not as kind and friendly as the dentists and other staff had been.

  

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Responses

Response from Sandra Hay, Service Manager, Aberdeen Dental Hospital and Institute of Dentistry, NHS Grampian 5 years ago
Sandra Hay
Service Manager, Aberdeen Dental Hospital and Institute of Dentistry,
NHS Grampian

Submitted on 31/01/2019 at 17:39
Published on Care Opinion at 22:30

Dear Kirkd39,

Thanks for getting in touch and apologies for the delay in responding. The Dental Hospital are just getting started with responding on Care Opinion and welcome any opportunity for feedback.

I am sorry to hear about your son's cycling accident but glad that you had a positive experience overall. We know how important first impressions are and how daunting a trip to the dentist can be. We aim to provide relevant information in a way which patients and families can fully understand in order to support everyone involved to make the decisions that are right for them. I’m glad we got this right for you and your son.

We are very grateful for all your kind words but understand that there can always be room for improvement. I will ensure that the experience of having x-rays taken is shared with the team and we will discuss what can be done to make things better for other patients. We will post an update once we have some news.

In the meantime, if you would like to get in touch, you can contact me at sandra.hay@nhs.net or 01224 553605.

Best wishes,

Sandra

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Response from Sandra Hay, Service Manager, Aberdeen Dental Hospital and Institute of Dentistry, NHS Grampian 5 years ago
Sandra Hay
Service Manager, Aberdeen Dental Hospital and Institute of Dentistry,
NHS Grampian

Submitted on 06/02/2019 at 13:23
Published on Care Opinion at 16:56

As an update to my previous response, I have discussed your son’s experience with our Radiography department. They have confirmed that whilst there are different sized plates, they always endeavour to use the smallest plate available for the particular view requested by the clinician. I’m advised that the bigger plates will bend therefore the smaller the better, but large enough to capture enough information to aid diagnosis. We appreciate that the plate can be uncomfortable in the mouth and biting down on the holder can be too but unfortunately is necessary so that the plate does not move.

The staff aim to make it as quick and easy for the patient at the time so as not to add to their pain or anxiety and I think on this occasion it may not have come across as we would hope.

We have taken on board your comments so thank you for taking the time to provide feedback.

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