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"Dehumanising for an outcome."

About: Prince of Wales Hospital / PB4 - Dental Clinic

(as the patient),

The process of being prepared to undergo heart surgery begins with many checks and decisions to be made. For me one of those was the preparing of my mouth to reduce the risk of endocarditis. All started well with originally having an appointment made. It was decided at that appointment to have two sessions of extractions while undergoing antibiotic treatment. The first appointment was 9am the second was the same day at 1pm. Throughout, the outcome seemed more relevant than any process or compassion. 

Empathy did not seem a trait accustomed to being employed.

After the initial one hour appointment the decision was made to push on at 1 pm to finish the extractions. It was at this last appointment that my emotional and sometimes physical responses were either unseen or disregarded. 

After the numbing topical solution application I let the attending physician know I needed to spit. I was told that wasn't necessary and to just swallow. I began to object but was quickly made aware that swallowing was the preferred option. Just after swallowing the physician realised why I was concerned and finally turned to face me but realised I had already started to feel the numbing effect on my throat.

More than once throughout the procedure this caused discomfort and I had to focus all my strength not to gag. 

I felt pain at the start of one extraction and upon letting the Dentist know it, felt I was dismissed but with the same response to the next attempt the Dentist relented and applied some more local anaesthetic and skipped over that tooth and returned after some time. I was visibly shaken and quite emotional as I was facing constant challenges to prepare for my heart surgery but felt my situation was not fully understood or appreciated by the Dentist.


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Responses

Response from Lorraine Symonds, Acting Co-Director of Surgery and Perioperative Medicine, Executive, Prince of Wales Hospital last month
Lorraine Symonds
Acting Co-Director of Surgery and Perioperative Medicine, Executive,
Prince of Wales Hospital

Senior Nurse Manager

Submitted on 15/07/2025 at 4:39 PM
Published on Care Opinion Australia on 16/07/2025 at 10:58 AM


Dear MultiChron64

Thank you for taking the time to share your experience, and we are truly sorry to hear that your care during such an important and emotionally challenging time did not meet expectations. Preparing for heart surgery can be incredibly stressful, and it’s deeply concerning that you felt a lack of empathy and attentiveness during your dental treatment. Your feedback highlights areas where compassion and patient communication must improve, and it will be shared with the relevant teams to ensure we learn from your experience and do better in the future.

Kind Regards

Lorraine Symonds

A/Co-Director, Nursing & Operations

Surgery & Perioperative Medicine

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by MultiChron64 (the patient)

Thank you Lorraine for your response and I hope that the sharing of my story may ease the path for future patients in a similar situation. I utilised this avenue for feedback after the nurse who was assisting me suggested that it would lead to the feedback being dealt with in a considered and professional manner. I am glad that the essence of my story has been heard and I thank you again for your responses tone and understanding.

Regards

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