Fined by Dentist

laughing_cow

Toothsmith wrote:

This is a fair point, and I think you should look elsewhere.

Patients paying privately at an NHS practice get the worst of both worlds.

High 'Private' charges with rushed NHS 'cram 'em in' service, and staff that probably don't come out of the top drawer.

There are a few dental practices that need to realise that 'Private' doesn't just mean 'triple the price'

I did go elsewhere. At the new practice I had a check up and then arranged a second appointment to replace a filling. Got there on time.......and guess what, the dentist didn't turn up! Nobody seemed to be expecting her, even though my name was in the appointment book, and no-one knew where she was. I waited half an hour and then left. I haven't had a call or an apology, so I guess I'm looking for yet another dentist! :rolleyes: The previous dentist's partner also tried to get me to have £450 of unnecessary work, but that's another story........ I really don't have much luck with this!

If anyone knows a decent and reasonably priced dentist near NW5 or near work in EC1, please PM me. I think I might have to try and persuade my boss to extend our BUPA cover to dentistry and find a private dentist instead........

Bossyboots

I have mixed feelings on this subject. Exactly a year ago I missed an appointment because I thought it was on the Thursday and it turned out to be the day before. However, because I had never missed an appointment before or ever been late, they waived the charge and booked me another appointment. The fee would have been £28. Would I have gone back if they had billed me? I don't know. It took me a long time to go the dentist and I have one I like and trust. I might have paid it then, I wouldn't now.

I had a hygiene appointment and because of the usual promptness of the dental clinic I agreed to go back to work afterwards. After I had been waiting 15 minutes past my appointment time to be seen, I decided enough was enough and I went and told reception I had to go. They were extremely apologetic and said they would go up and see what was going on, but even if the appointment had started right at the moment, I would not have got back to work to clear up the emergency that had landed on my desk just before I left. I lost 25 minutes overtime on this wasted appointment. Perhaps I should have billed them for it. I bet they wouldn't have paid.

Last week I had a routine check up, booked six months previously. I received a telephone call asking me if they could bring my appointment forward as they had a full diary. That was okay with me and I worked late, up to the time I needed to leave. I arrived five minutes before my appointment time - and was kept waiting until what would have been my original appointment time! Again, this has cost me overtime and because of the late start, my arrangements for picking someone up were thrown into disarray. This time I received no apology for being kept waiting. I did make a subsequent appointment and less then three days later they rang me to change it.

So, after typing this, I have come to the conclusion that if they want to charge you for their lost time they should reduce their fees when they keep you waiting.

I feel I am a little stuck now as I am frightened to try to find somewhere else but I also feel that their customer service no longer merits the price I am paying. Previously, I was happy with it because they were punctual as well as efficient. On the first occasion I was kept waiting they said the previous patient had run late. He actually left the clinic as I arrived and I know it only takes them a short time to clean down. In fact, they start doing it before you even leave, while they go through with you what they have done. The second time around, there was no explanation. No-one left as I arrived, the dentist was in the surgery and still I ended up having my appointment at the original time.

Toothsmith

hjb123 wrote:

I can understand that people should be fined for missing appointments - BUT have a warning system first - give them 1 warning when they miss the first appointment but if they miss a second then they should be fined.

However if they ring the surgery to say they were running late then thats not quite as bad - if the appointments not a long one they may be able to get the next person in before you.

That is probably the best way.

We do try and encourage our patients to let us know as soon as they realise they are going to be late, as we can advise them as to what to do (Sometimes it may well be best to just turn round and go home/back to work as we wouldn't have the space to do what we wanted to do anyway)

I too would normally send out a warning letter first that details how much time is lost to missed appointments, and stating there will be a charge next time.

Toothsmith

Bossyboots wrote:

I feel I am a little stuck now as I am frightened to try to find somewhere else but I also feel that their customer service no longer merits the price I am paying. Previously, I was happy with it because they were punctual as well as efficient. On the first occasion I was kept waiting they said the previous patient had run late. He actually left the clinic as I arrived and I know it only takes them a short time to clean down. In fact, they start doing it before you even leave, while they go through with you what they have done. The second time around, there was no explanation. No-one left as I arrived, the dentist was in the surgery and still I ended up having my appointment at the original time.

If I were you Bossy, I would put this down (The whole post), almost word for word and send it to your dentist personally.

A bit of feedback like this from patients who are ultimately happy with our service, and yet feel a bit let down works wonders at pulling everybodies socks up every now and again.

bokkie7975

Toothsmith wrote:

This is true if he's an NHS patient. New rules started on April 1st

It doesn't apply to private patients.


EDIT Look at page 7 of this Patient Information Leaflet

Hi Toothsmith, is there a similar leaflet for patients in Scotland? My 8 yr old missed an appointment and was refused further treatment until I paid a £10 fine. Is that legal?
thanks in advance .

Toothsmith

That leaflet was brought out to explain the changes in the English NHS dental system.

In Scotland, the system hasn't changed like the English one (YET - it's coming to you as well soon!) , so I think it is OK.

I'm not 100% sure though.

Sugar_Coated_Owl

I remember a couple of years ago when I was unfortunately sick on the morning of my dentist appointment. I called the dentist as soon as they opened (9am) but was told that because I didn't give 24 hours notice that I would be fined :mad: like I actually chose to be ill. I couldn't have phoned any earlier.

abbecer

I think it is unfair as she did turn up, even if she was late. If people do a no show are are continually late i think it is fair that they are charged.

Rebecca x

hjb123

abbecer wrote:

I think it is unfair as she did turn up, even if she was late. If people do a no show are are continually late i think it is fair that they are charged.

Rebecca x

Yeah but she could of contacted them to let them know she was going to be late!

I think a warning system is best, first time you get a letter warning you you missed an appointment and if it happens again you will be fined.

DrGrimson

hjb123 wrote:

Yeah but she could of contacted them to let them know she was going to be late!

...but she didn't know she was going to be late.
She thought the appointment was 30 mins later than the dentist did.
This is why I think it is unfair.

If a patient is repeatedly late or misses appointments then a fine
or refussal to treat is reasonable.
For a one off mistake it just seems harsh.