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"Bass Coast Health Dental Service"

About: Dental Services (Bass Coast Health)

(as a service user),

I called the dental clinic because I had woken up with a severe toothache and the side of my face was swollen.

They are about 40kms from where we live and I had never been to this clinic before. Amy was really patient and kind, finding me an appointment that day, even though it was their first week back after being closed because of COVID-19. 

When I arrived at the clinic, they adhered to very strict, protective protocols - having me wait in the car after asking all the relevant questions, then Dr Ann phoned and asked me the questions also. When I went into the clinic I was greeted by a staff member who politely asked me to use the hand sanitiser and then they took my temperature. Dr Ann then saw me and asked about my allergies. A gentle, thorough examination was followed by x-rays and then Dr Ann gave me a script for antibiotics and made another appointment for the next week - her first available after the course of antibiotics was finished.

They then had to wipe down everything in the treatment room - COVID-19 precautions. I paid the co-payment fee and went to get the medication. Everyone I interacted with on the phone and in the clinic was patient, kind and most helpful. With all the extra work COVID-19 has made for them I would have understood if they had been impatient and short-tempered.

Then my spouse had a Telehealth appointment with another dentist and they made an appointment for them to follow my next appointment - saving us having to make two trips to Wonthaggi. I have disabilities and my spouse is my driver.

Antibiotics completed, I went back to the clinic for my tooth to be fixed and the same protective procedure occurred. Apparently I had a temperature so the lovely woman at the entrance gave me a mask and asked me to wait outside while she went and spoke to someone. Then another staff member came out and she explained that because I had a temperature they could not treat me until after I had a COVID-19 test and they couldn't treat my spouse either because they had travelled into the clinic in the same car. 

She apologised and I could see in her eyes that she regretted having to tell me. I went and had my test then a dentist called me and spoke to me about possible treatments.

When I phoned to tell them my COVID-19 test was negative, Amy was genuinely happy for me and she has made appointments for both my spouse and I at the first possible available.  

I am grateful to all of the staff at the dental clinic for their kindness, helpfulness and understanding and for everything they are doing to protect us all from COVID-19.

Thank you, everyone.   


Response from Jan Child, CEO, Bass Coast Health 6 months ago
Jan Child
Bass Coast Health
Submitted on 20/07/2020 at 11:08
Published on Care Opinion at 11:44

picture of Jan Child

Dear gratefulme,

I can only say a huge thank you for being so patient with us whilst we re-create all our processes to make sure we can provide a safe environment for you, for other service users and for our staff. It's a particularly tricky time for everyone and I am so grateful to you for how you responded to our requirements, even though it created many hurdles. I will also make sure your very comprehensive narration about your experience is fed back to our wonderful Dental team who have done a great job in this new COVID world. I am very proud that their kindness and compassion shone through our increasingly restrictive systems and processes.

I hope your oral health is soon sorted and I'm sure you were glad to hear your temperature was not related to the community transmission. Take Care, And thank you for taking the time to provide your feedback.

Kind Regards, Jan

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