"Horrible Staff "

Made contact as shielding, extremely clinically vulnerable patient, I also suffer from PTSD and struggle to find any dentist locally who will handle me as a patient. Recently accessed services via dental line for an extraction which was very positive, as part of this I was prescribed some special toothpaste to use on a permanent basis due to having short bowel syndrome and stoma and being on a high calorie diet (4000 calories a day).

I have been trying recently to get this re-prescribed by contacting various dentists locally but none will do so without on boarding me as a patient with a face to face assessment which I can’t do as I am shielding due to being on immunosuppressants for my Chron’s.

I sat on the phone on hold for an hour which I fully understand in the current client. Then unfortunately I can only say I was connected to a call taker who was nothing less then obstructive and rude. I would expect people manning this service to have the ability to understand and listen to the unique situations that this pandemic is putting people in. I started the call explaining that I had been treated by them previously and I was needing to get the prescription again (which point she just cut me off and talked over me) which was given to me before, I also explained I couldn’t get hold of it locally and had been trying for two weeks repeatedly, and all the local dentists of which I had tried about ten had said they needed to on board me and couldn’t as I’m shielding.

She just stated the chief dental officer of England said dentists should be giving telephone appointments, I pointed out to her that’s great but it’s not happening for people who aren’t registered with dentists already. She then just kept repeating it again and again, I pointed out that they had prescribed this for me and told me to use it and I was shielding so just asking for advice and help. I then admit said ‘I’m just needing some help, I can’t see a local dentist as I’m shielding what the f£*k am I meant to do’. At which point she started to rant that I was swearing and shouting and she had every right to report the call and have me dealt with. At that point I told her frankly I wanted it looked into that someone with such lack of compassion and who was so unwilling to help or offer advice was allowed to work for the service. I pointed out the website said to call for advice.

Compels understand the service is busy and it’s for emergencies but this pandemic leaving certain proper and patients in truly unique situations and in desperate need of support and help, she was completely unwilling, rude and very judgemental in tone and speech as to what people are going through and the support / help they might need.

It’s sad as previously this device was brilliant the staff were so polite genuinely caring and compassionate, just seems one individual with a superiority complex and wanting to be the gatekeeper of the dentist who now ruined it for everyone.