Introduction

Urgent Dental Care Process

• Immediate Actions:

- If a patient's tooth is bleeding.
- Dial 999 or 111 for emergency assistance (UK).

• Procedure When Calling 111:

1.  Initial Call Handling:
   - The call is transferred to a company called Mastercall.
   - The Mastercall team will ask triage questions first, such as:

   - Are you suffocating because of the blood?
   - Is there any swelling?

   - If the answer is "yes" to any of these questions, it is considered a dental emergency. The patient should be taken to the emergency department.

3. **If the Answer is "No":**
   - The case is classified as urgent dental care.
   - The call center will email the dental practice with the patient’s details.

• Practice Actions:

- The dental practice needs to:
  - Check emails for patient information.
  - Transfer the details to the Practice Management System (PMS) manually.

• Appointment Cancellations:

- If the bleeding stops after 5 minutes, the call center cancels the appointment.
- The canceled slot may then be given to another patient.

• Potential Issues:

- If the practice does not receive the cancellation information, it can lead to confusion with two appointments scheduled for the same time slot.

• System Integration:

- Mastercall uses a system called Adastra.
  - When a call comes in, the details are entered into Adastra.
  - If Adastra recognizes the information, a new appointment page will open in their system.

By following this structured process, both urgent and emergency dental care can be efficiently managed, minimizing confusion and ensuring patients receive the necessary care promptly.