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"Extreme tooth pain"

About: Yorkshire Ambulance Service NHS Trust / NHS 111

(as a service user),

I just wanted to share my experience as I'm not very satisfied.

On Saturday morning, I woke with extreme tooth pain and I knew my dentist was closed. As you do, you think maybe it'll get worse, maybe it'll get better, so I left it.

It got to around midnight on Saturday and I knew I couldn't leave it, so I called 111 in case they could help me. I was told to ring back at 8:30 in the morning, so I did, to be told I have to wait 24 hours to be referred to a dentist.

About 8 30 that night, the pain was excruciating, I was taking painkillers but they were having no effect. I thought, what if this is an infection? What if I need antibiotics? I called 111 and was told there were no dental services available. I thought the '24 hour' figure I was given was a day straight through, I didn't think the timer would stop at night. I asked if I could be referred to a GP because if it really was an infection then I could get some antibiotics and at least help it heal in some way. I was told a GP cannot prescribe anything for the mouth. The whole thing was really quite distressing.

I was finally called by the dentist at 10:30 yesterday, but by 8:30 I had been to see my dentist. I was right, it is infected, I got treatment but I am still in a lot of pain.

I was just confused, I know the NHS is struggling, but to leave somebody in that agony for days with no help? It was a horrendous ordeal. The actual people I spoke to at 111 were as lovely as can be, no faults there, but this system can't be right.

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Responses

Response from Jacqueline Taylor, Patient Relations Manager, Patient Relations, Yorkshire Ambulance Service NHS Trust 5 years ago
Jacqueline Taylor
Patient Relations Manager, Patient Relations,
Yorkshire Ambulance Service NHS Trust
Submitted on 26/02/2019 at 12:00
Published on Care Opinion on 27/02/2019 at 09:30


We are very sorry to hear of your poor experience using the NHS 111 service and we would like to look into this further for you.


We would be grateful if you could contact our NHS 111 governance team on the details below and provide information which will enable us to trace the call and identify any learning as a result of your call. We always strive to to provide the best service to our patients and we are sorry that on this occaison we failed to deliver the service you would expect.

NHS 111 Governance Details:


oneoneoneyas.feedback@nhs.net
0333 130 0549 (option 2)
Yorkshire Ambulance Service,
Springhill,
Brindley Way,
Wakefield 41 Business Park,
Wakefield,
WF2 0XQ.

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