"Dental hospital"

About: Royal Liverpool University Dental Hospital

A few years ago I attended the dental hospital for an emergency extraction after which I spoke to a consultant who agreed to an appointment with a surgeon where I would be put to sleep for extensive work to be carried out on my teeth. I missed the appointment because on the day I had no travel fair nor support in taking me home afterwards (I had no one who could come with me and you're supposed to). I was also in severe pain on this day. Several of my teeth were/are in need of extraction. the next time I attended the emergency dental department the consultant advised me the offer of surgery had been 'taken off the table' which I was devastated to hear and in tears about because they were sentencing me to years of further agony and endangering my life. The hospital was and is aware that I have accidentally overdosed several times on over the counter medications in a futile but desperate attempt to stop the excruciating pain. At one point my body seized up with dental infection and I couldn't move my neck without very sharp pain. I was taken with my son via ambulance to the Royal Liverpool hospital, the next morning having spent most of the night in a waiting room we went back to the dental hospital where they tried to turn me away yet again despite the previous night's events. They have turned me away more times than I can remember each time bar one claiming no one was available to help me, I have witnessed this happen to others to. I was instructed by the nurse to call nhs direct from a phone specifically for that purpose in the foyer of the hospital, when staff overheard my complaints regarding the hospital a nurse rushed over and said "Put that phone down now and we will get you help don't and you get nothing!" the nhs direct operator heard this comment and said "If they don't help you call right back" they went on to help me swiftly on this one occasion and as if by magic a dentist they had stated just minutes earlier was not available appeared. Another time I arrived at the dental hospital (after being in agony for 4 days straight with barely any sleep as it had been the Easter holiday) at 7am to queue up, they agreed to help but left me balled up sobbing in pain with my young son present, I was clearly visibly in a great deal of distress more so by far than several other patients waiting quietly, this is because I needed that operation and another 2 teeth needed extracting immediately . They ignored me until 5pm which my friend witnessed and then had the audacity to instruct me to leave without help as they were closing! I was in extreme pain and lost it at this point and began screaming and shouting about all they had done to me... suddenly they agreed to carry out the work I waited 10 hours for. The first dentist was impatient and frustrated with having to see another patient, was abrupt, callous, dismissive and rude but did the job then they tried to turn me away again without the 2nd extraction doing leaving me in pain and at risk.

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Response from Royal Liverpool University Dental Hospital

Thank you for your comments. We are sorry to hear that you didn’t have a good experience in our Dental Hospital. We would like to find out more from you so we can investigate your concerns properly. If you would like to contact the Patient Advice and Liaison Service (PALS), they will be able to help. You can contact them by phoning 0151 706 4903/4908/4909 or via PALS&complaints@rlbuht.nhs.uk.