"Not Professional"

About: Royal Preston Hospital

I had a very recent appointment at this hospital which overall proved to be extremely disappointing. The waiting time to be seen was fine. However the care I received was not. This appointment was to have an impression made for a bottom plastic splint. As soon as I walked in, I had to narrowly avoid the dental apparatus in order to sit in the dental chair (which was not moved whatsoever). Once I had managed to do this, I was inundated with pointless irrelevant questioning and I was not questioned over why I was actually at the appointment and why I needed the splint. I therefore assumed this was in my medical notes and had been read prior to me being called in. This unfortunately was not the case. The two dental nurses I believe, seemed in a hurry and had filled a mouth tray with alginate, presumably and I was asked to open as widely as possible (which I had difficulty doing. The muscles/ligaments in my face are extremely tight around the temporomandibular joint) and this was extremely painful to do. I was asked to repeat this 3 times due to air bubbles being present in the impression (probably because the tray had been over filled). Although on the second attempt, my jaw clicked very loudly and at that point, the nurse seemed quite concerned and asked me was I there for a TMJ related problem to which I responded I was, even though I couldn't properly respond with a mouth full of alginate. They also kept pulling at my lips whilst doing the impression and at one point, I had to move their hand away which they appeared to think was somewhat amusing. I have had pain for several years with this problem which started off as more of a nerve related problem, has caused recession and movement/slight loosening to my teeth. And as a dental nurse/nurses, both should have been aware of my dental notes, not taken me at face value. And both should also be aware of cranial and trigeminal related nerve problems. And how to avoid exacerbating them. 5 days later, I am in a lot of pain, having problems eating due to inflammation and my facial muscles being very tight. I am experiencing aching in my face and migraine type headaches. Which I am having to medicate with Volterol and paracetamol. I sincerely hope that I do not have to see the same two imbecile nurses again when having my splint fitted.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to provide your feedback. I'm sorry to hear that your experience was not that which we would hope to provide to any of our patients. Can I ask you to please contact our Customer Care department on 01772 522521, where the staff will be pleased to discuss your concerns in more detail and to help try to resolve them.

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Response from Royal Preston Hospital

Thank you for taking the time to provide your feedback. We were very sorry to hear of your experience when you attended the Oral and Maxillofacial clinic and have forwarded yuor comments to the relevant manager to share with staff.

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