How Patient Feedback is Shaping the Public Dental Service

Patient feedback is essential in healthcare. It helps us see what’s working, what needs improvement, and gives us a better understanding of our patients' experiences. Patient feedback isn’t just something we check off a list; it’s crucial for our ongoing improvement. It gives us a glimpse into what our patients really think about the care they receive, which we might miss in the hustle and bustle of everyday work. These insights help us tailor our services to better meet our patients' needs.

The Care Opinion platform makes it easy and safe for patients to share their experiences with us anonymously. What’s great is that it directly connects patients to us, allowing them to leave feedback quickly and easily.

One of the best parts about using Care Opinion is the positive feedback we’ve received. Patients have shared their appreciation for the care they’ve received, our staff’s professionalism, and the quality of our services. This feedback really lifts our team’s spirits and motivates us to keep delivering excellent care.

It’s often tough to know how patients feel once they leave our clinic. Care Opinion bridges that gap by giving patients a place to share their thoughts after their appointments. To simplify things, we’ve introduced QR code slips in our reception areas and surgeries. These codes take patients straight to our Care Opinion page, making it super easy to leave feedback. This small change has made a big difference in how much feedback we receive.

Like anything, there can be hiccups—sometimes feedback meant for other services ends up with us and vice versa. But the Care Opinion team has been fantastic in helping us sort things out and make sure feedback gets to the right place. Their support has been invaluable.

The following text is one of our favourite stories, told on Care Opinion so far (this story can also be found here.) 

"Just before covid I cracked two teeth and then during covid the 2 fillings fell out. Then every so often I would lose another part of these teeth. Got to the point I was in so much pain I had to go to the dentist. As someone who has a phobia of needles and a fear of dentists, I was in that much pain I had no choice. I remember getting an emergency appointment and when I turned up, I was shaking and had tears in my eyes due to the fear. The dentist gave me antibiotics to help relieve the pain. There was not much else she could do due to my fear because if I’m awake, I will not allow a dentist near my mouth. Luckily they referred me to King’s Cross dental department, Dundee.

My fear started at a young age. My parents used a dentist that they called “the butcher”. I hated going to see him, he wasn’t kid friendly at all. All through 2023 I suffered on and off with an abscess. Getting a dentist appointment is nearly impossible. I just needed antibiotics to get rid of the abscess until my appointment for surgery come through. I suffered to the point I was on a liquid diet of lukewarm things. I couldn’t chew, couldn’t eat or drink hot or cold items. I would sit holding my face most of the day to try to ease the pain.

In autumn 2023 I had to go to King’s Cross for a pre op discussion. The dentist and the dental nurse were amazing. Sat me down in a regular chair rather than the dentist chair, even a simple thing like that makes a huge difference. As we spoke, I actually felt that they understood my fear and phobia, which I felt was a first!. They were very calming and reassuring. I walked out of King’s Cross with a bit of hope.

Then earlier this year I was in so much pain, I had to call up and ask for my op to be brought forward. Luckily the dental nurse was able to get a date set for the following month. I was nervous but ecstatic! I will soon be pain free.

My mouth surgery was to happen at Stracathro hospital. On the day I got the train up, I was slightly nervous. I was only slightly nervous because I knew the dentist understood my fear. If I didn’t have a pre assessment with the dentist last year, this would have been a different story. Once at Stracathro hospital the staff were fantastic. Nothing was too much trouble for them.

Once in my room, all my checks were done, all paperwork filled in. The nurses were fantastic, always checking up on me. The anaesthetist came in and discussed what they were going to do. I was kept up to date with everything that was going on. Once again I felt that they understood my phobia and fear. They were all very comforting and reassuring.

Once I received my medication, I could feel myself calming down. Then an hour later I was transferred to another room, this time I was given gas and air. This sent me to sleep. Next thing I know I am waking up in my room again. Nurses come in to make sure I was ok. Once I felt a bit more awake, the dentists came in and I was able to chat to them. Then I got ready and was driven home by my dad. I suffered no pain after getting 2 teeth out and didn’t have any pain at all in recovery!

I cannot speak highly enough of the staff at Stracathro hospital. Every person I met was fantastic. I am so so grateful for the compassion and understanding of Nikki the dental nurse and Dr Ballantyne that day in Kings Cross Dental hospital back in the autumn. I felt my fears were not ignored, they were actually understood. I would probably still be sitting here in pain just wanting antibiotics if it wasn’t for how they made me feel. Not only have they sorted my teeth, they have given me more confidence, my diet has completely changed, my energy levels have changed, I have a new zest and I’m just so happy to be able to smile again. Words cannot express how grateful I am to Dr Ballantyne and Nikki."  - Posted by Slavers.

Reading this patient’s feedback was truly heartwarming. It highlighted not just the physical relief they experienced, but also how our team's empathy and understanding helped them overcome deep-seated fears. Their journey—from crippling pain and phobia to a life-changing surgery—reminds us how vital compassionate care is. The small details, like sitting in a regular chair and being reassured every step of the way, made a world of difference to this patient. It’s incredibly rewarding to see that we were able to not only alleviate their pain but also help restore their confidence and happiness.

As we continue to gather and learn from patient feedback through Care Opinion, we’re committed to using what we learn to make positive changes. Every bit of feedback fuels our dedication to patient-centred care.

In short, Care Opinion has transformed the way we understand and improve our services at the Public Dental Service in Tayside. It’s helped us celebrate our successes, tackle areas that need work, and most importantly, focus on what our patients truly need. We’re excited to keep listening and learning.

You can read all stories on Care Opinion about our service here.