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Care Opinion

Out of hours dental treatment

Posted By debz4711

"Out of hours dental treatment"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / Oral Surgery & Medicine

(as a service user),

I just wanted to share my experience of NHS out of hours dental care. Last weekend, I had excruciating toothache so I contacted 111 for advice. The call handler was very thorough and transferred me to a dental nurse. She did an assessment, gave me self care advice and advised that I’d be contacted by a dentist the following day. The dentist contacted me, prescribed antibiotics and forwarded the prescription to my local pharmacy. This treatment worked well for a few days but unfortunately, the pain came back the following weekend. 

Yesterday, I contacted 111 for advice. The call handler was very kind and again, very thorough. I was triaged by a dental nurse and an appointment was arranged for a telephone consultation with another dentist. The dentist decided I should have a physical examination and arranged an appointment at my local out of hours dentist within the hour. I attended my appointment, had an x-ray and removal of my wisdom tooth. I received follow up care advice from the dentist and dental nurse, both of whom could not have been more helpful and friendly. From the car park attendants at the Royal Alexandra Hospital in Paisley, to the reception staff, to the domestics, the care assistants and the dental staff, everyone was so incredibly helpful. 

The service I received from every single member of the NHS team was exceptional. Even on weekends and bank holidays, during a global pandemic, our NHS workers continue to provide essential services with the utmost professionalism, efficiency and kindness. I have nothing but respect and gratitude for the treatment I received and the incredible work carried out by our NHS workers every day. Thank you to each and every one of you 😀

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 27/05/2020 at 14:26
Published on Care Opinion at 14:26

picture of Shona Lawrence

Dear debz4711

Thanks so much for your feedback.

Apart from the toothache element, which I'm sure was very unpleasant, what a lovely positive story!

Your experience describes joined up working at its best. Here at NHS 24 we work closely with our partner Health Boards to ensure when patients need onward care, either by a further phone call from a healthcare professional, or face to face, that this happens. I see from your story that Pharmacy were also involved, so all in all a fantastic joint effort to provide help when needed.

The staff at the RAH in Paisley sound as though they are doing a sterling job. I am sure they will be delighted with your feedback.

Here at NHS 24 many of our staff read our Care Opinion stories. However, we always try to ensure that positive feedback is shared directly with the staff members involved. If you care to contact us with some additional information, then we could identify the staff who managed your calls to 111 and share your kind words with them. Please contact us at Patient.Experience@nhs24.scot.nhs.uk

I hope to hear from you further. Thanks again and take care.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 28/05/2020 at 12:56
Published on Care Opinion at 12:56

picture of Shona Lawrence

Hi debz4711

Thanks so much for getting in touch with me directly. It was great to hear from you. With the additional detail you have provided, I will ensure your feedback is shared with the NHS 24 staff members who managed your calls to 111.

Best wishes

Shona

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Response from Raymond Carruthers, Operational Governance Manager, Glasgow Dental Hospital, NHSGGC 3 years ago
Raymond Carruthers
Operational Governance Manager, Glasgow Dental Hospital,
NHSGGC

Submitted on 29/05/2020 at 13:50
Published on Care Opinion at 13:59

Dear debz4711

Thank you very much for taking the time to leave feedback.

During the pandemic, the way we deliver our dental services has changed considerably and the way in which our patients access our services has changed too. As such it is very reassuring to hear that you had such a positive experience throughout this episode.

I will be pleased to share your kind comments with our dental teams at RAH.

Best wishes

Raymond

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