"Urgent dental care"

About: Charles Clifford Dental Hospital Yorkshire Ambulance Service NHS Trust / NHS 111

(as a relative),

For the past 10 months my brother has been calling 111 to access emergency dental treatment to no avail. He has only been prescribed antibiotics.

Last December, my mother took him to a dentist where again, he was only prescribed more antibiotics

While in a residential project he attended another dental care service to have his teeth and gums assessed but the dentist was unable to carry out any work, stating that he needs to be seen by Charles Clifford Dental Hospital. He would need to have a full extraction. It was also noted at the time by the dentist that my brother's anxiety was too high for them to be able to even assess the condition of his mouth. The dentist made a referral to Charles Clifford and he was prescribed further antibiotics.

A short time later, he phoned Charles Clifford to get an update. He was told that a consultant was looking at his case and was deciding whether or not this was an emergency or a non-emergency.

In the meantime, the pain and discomfort intensified. Thankfully he was still registered with a doctor’s surgery. He was told a GP would call him that day but that never happened. He had to phone back and was told by a receptionist that there was a prescription waiting for him at the chemist. There was no return phone call.

My brother had not heard back from Charles Clifford again so he called. He was informed that the case had been looked at and it was considered an emergency so the waiting time would be weeks, not months, but no date had been given. I would like to note that on a few occasions, he was referred to as residing at his old address and NOT the residential project where he now is. This had not been altered on the system even though this was explained several times.  

He phoned again to be told that his case had now been referred to as a non-emergency. His current worker also phoned on his behalf and was given very little information. My brother is so demoralised.

My brother called Charles Clifford this week to be told he needs to go back to the first dentist to be re-referred! I am aghast how he can be left in such a terrible state, in so much pain, distress and discomfort, making eating almost impossible.  This is having a knock on effect on all of us as a family.

My brother is so deflated and in a terrible state mentally as well as physically because of this.  Please, someone take some action.




Response from Jacqueline Taylor, Patient Relations Manager, Patient Relations, Yorkshire Ambulance Service NHS Trust last month
Jacqueline Taylor
Patient Relations Manager, Patient Relations,
Yorkshire Ambulance Service NHS Trust
Submitted on 28/10/2020 at 11:14
Published on Care Opinion at 11:14

Good Morning,

I am really sorry to read about your brother's experience when calling our NHS 111 Integrated Urgent Care (IUC) Service.

I would like our IUC Governance team to look into this matter further for you. If you would appreciated a response from our 111 service in relation to your brother's calls to the service and the outcome for these calls, please contact us on the details below and one of the team would be happy to look into this matter further for you.

NHS 111 Governance Details:
0333 130 0549 (option 2)
Yorkshire Ambulance Service,
Brindley Way,
Wakefield 41 Business Park,
WF2 0XQ.

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

Update posted by EstherQoP (a relative)

I'm just wanting to get my brother the treatment he needs. 10 months of calling 111 with regards to the same problem isn't helpful. Perhaps this should've been picked up on. I'll leave it there. I just think that the result has always been medication and antibiotics rather than treatment.

Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust 3 weeks ago
Deborah Hopkinson
Patient Experience Co-ordinator,
Sheffield Teaching Hospitals NHS Foundation Trust
Submitted on 03/11/2020 at 09:32
Published on Care Opinion at 09:32

I am very sorry to hear of your concerns for your brother. This is certainly not the experience we would wish him to have.

If you or your brother would like us to look into matters, please contact our Patient and Liaison Services by phoning telephone number 0114 271 2400 and leave a message for one of our staff to get back to you or by emailing pals@sth.nhs.net.

Once again we wish to apologise for such a poor experience and hopefully we can take action to put things right once contact with our PALS team takes place.

Kind regards

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

Update posted by EstherQoP (a relative)

I would like to say that this matter has been resolved. It took a trip to the Nothern General Hospital before any action was taken as my brother was in agony. He was prescribed Tramadol and due to the A&E incident he was seen by Charles Clifford the following day. A little bit of feedback though. He had 2 teeth taken out it seemed that students did this and were unclear on how long it actually takes for the anaesthetic to work. Some said 2 minutes, some said 5.....

He was in a great deal of pain. His anxiety was also high because he felt that he was being practised on. Just to be aware of the need to offer reassurance.

I have to say though, Im so relieved we are now getting somewhere, and Elaine who I spoke to on reception when I phoned was the most helpful receptionist I have spoken to in a long time. Thank you

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