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"Feel like I was treated like a second class citizen"

About: NHS 24 University Hospital Wishaw / Dental

(as the patient),

I called NHS 24 two days ago as I had severe pain in my mouth.  I got an out of hours appointment next day at Wishaw General where they extracted my tooth. However today (one day after extraction) I have excruciating pain all on right side of face including jaw and ear  I haven't got a dentist yet because they can't see me until mid Feb to register me due to being busy because of covid.

Therefore I called NHS 24 this afternoon as nothing was helping my pain and I'm in agony. I got a lovely man who explained that there was a number I could call during the day to try to get seen...he stayed on the line to check if I got help. The number was for the community dental line which sees patients that are not registered with a dentist and have urgent pain. When I spoke to them it was discovered I am registered at a dentist but I explained that it is in an area I cannot return to due to previous serious domestic issues. I was told that they couldn't just see anyone and everyone because they would be over stretched. They even checked with their clinical supervisor who said the same.....where was the compassion? My right to treatment?

I have now been left for approx 7 hours in severe pain. I called NHS 24 again this evening at 5.17pm approx as I just can't stand the pain anymore and I was told off cos this is for when doctors and dentists are closed.  I said I can't get a dentist and basically told that I need to get one as I can't keep being treated by the NHS basically (this extraction was done out of hours as I haven't got a dentist and I now have issues next day). I was told I would have to call back at 6pm, bearing in mind this was 5.17pm and its taking over an hour at a time to get through.  I was told again that there was nothing they could do for me until 6pm.

I appreciate that the community dental team have rules but I gave a valid reason as to why I couldn't go to my registered dentist of over 2 years ago because of covid and ptsd due to what happened. I have tried relentlessly to get registered in my new area, however due to covid it is impossible. As I said above it will be mid Feb before I can get registered here. Anyways I was really upset when I came off the phone and I told NHS 24 that there was nothing the community dental team could do. Its now 17.54 and I just know I'll wait ages to get through again and I'll be told they can't see me until tomorrow which means being left in severe pain for 24 hours which is cruel!

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Responses

Response from Lynn McTavish, Interim Surgical Service Manager, University Hospital Monklands, NHS Lanarkshire last week
Lynn McTavish
Interim Surgical Service Manager, University Hospital Monklands,
NHS Lanarkshire
Submitted on 10/01/2022 at 11:55
Published on Care Opinion at 11:55


picture of Lynn McTavish

Dear Cute Duckie

I am sorry to hear re your issue with your dental treatment. Can I ask you to email or call the person below who I have highlighted your position to, and she will do her best to provide you with some help. Frances.queen@lanarkshire.scot.nhs.uk or 07890975394

Kind Regards

Lynn

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Update posted by Cute.duckie (the patient)

Thank you. I appreciate your help. I have now contacted the above

Response from Shona Lawrence, Patient Experience Manager, NHS 24 last week
Shona Lawrence
Patient Experience Manager,
NHS 24
Submitted on 10/01/2022 at 13:51
Published on Care Opinion at 13:51


picture of Shona Lawrence

Hi Cute.duckie

Thanks for sharing what sounds like an absolutely frustrating experience. I am so sorry to learn of your dental issue and the challenges you experienced in trying to obtain treatment.

I see NHS Lanarkshire have asked you to get in touch and I would encourage you to do so. The Out of Hours dental provision is provided by NHS Lanarkshire.

I am also keen to learn more of your experience, therefore if you would be kind enough to contact me, then I will take be pleased to arrange a review of your contact with NHS 24. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

I appreciate having to contact two separate people to provide additional information regarding your feedback is not particularly helpful, however I am keen to speak to you about your calls to NHS 24. I am sorry however, from the outset, for any wait time you had for your calls to be answered. We have been managing an exceptional number of calls recently.

I look forward to hearing from you.

Kind regards

Shona

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