Dentists... Who to complain to?

rharper83

I've had a very nasty encounter with a dentist today (and I wasn't even the patient!). I can't really go into details on here, but the dentist was being very unprofessional - blaming her support dental technician for errors; saying that she couldn't believe she herself had done the work; calling the patient a liar saying that some work had been carried out - when it clearly hadn't; and finally trying to charge nearly £200 for something that she later decided should only have been £45. The dentist even turned round and said she didn't have time to discuss this further, that it was the end of the matter, as she had patients to see! How damn rude!

Oh, the practice is an NHS practice if that makes a difference!

I hope someone can point me in the right direction of how to get this matter solved, as the dentist clearly shouldn't be treating people in this way.

Thanks in advance!

chilli_dog

Toothsmith is a dentist who post on the forums. I hope he notices your post. He's very good!!

Toothsmith

It's a bit tricky, this one!

If you have no connection with the patient, you can't complain for them.

You can only really complain about how the incident has affected you. But, overhearing so much about another patient's treatment can obviously affect your confidence in this dentist being able to maintain patient confidentiality, which may in itself be grounds for a complaint.

What would you want the outcome to be?

A letter of complaint to the practice itself is always the place to begin.

The practice should acknowledge your letter within about 7 days with a copy of their complaints proceedure, and should give a proper response to your complaint within a couple of weeks. (All practices must have an in-house complaints proceedure) The copy of their complaints proceedure should detail where you can take the complaint to if you don't get a satisfactory response from the practice.

If there is no response to your complaint, go to the dental section of the PCT for the practice's area. (Don't go to them first though or they will only direct you to the practice's own complaints proceedure.)

rharper83

Thanks Toothsmith. The Patient is actually my mother. We'd like the outcome to be mainly an apology from the dentist, and preferably a second opinion of the work that has been done from another dentist, although I'm guessing this is something that'll have to be done by us at another dentist.

Will be writing a letter!

Thanks again!

steve_cov

If you find you need to, send me a PM with the details and I'll offer you guidance on complaining to your local primary care trust (PCT).

Toothsmith

rharper83 wrote:

Thanks Toothsmith. The Patient is actually my mother. We'd like the outcome to be mainly an apology from the dentist, and preferably a second opinion of the work that has been done from another dentist, although I'm guessing this is something that'll have to be done by us at another dentist.

Will be writing a letter!

Thanks again!

Yes - you would really have to go to another practice for an unbiased second opinion, but they may well offer to let another dentist (The boss, maybe?) in that practice to look at it.

I wouldn't dismiss that offer lightly if it's made. The practice could well be unhappy with that dentist and looking for reasons to 'suggest she moves'.

The complaint would be most effective if it came from your mother, with you as a witness, unless your mother is incapable, and you are her 'guardian'.

Patient confidentiality would mean that the practice could not discuss details of your mother's treatment with you. So if the complaint is yours, it could only really be for the issues I mentioned in my first post.

CrazyChemist_2

I wouldn't be too happy about going to a dentist in the same practice - I once contracted an amphours ulcer following a dentist visit. it was combined with the high stress levels of the dentist and the fact she was in a rush. My uncle being a dentist in NY said it COULD be a result of unsterilised equipment (seeing as she was in a rush when I was seen) and I should go back.

I saw the "boss" who said it was "unprofessional" of my uncle to say that it could be a result of unclean instruments but swallowed his words when he realised it was an amphous ulcer.

Anyway to cut a long story short there was a cover up by the practice leading to me going to the local press and not much happening to the incompetent wench she is.

Sorry, but off topic the main point I'm making is perhaps go to a different surgery for a second opinion and pay if necessary - if you are right you'll be able to sue for the cost of the consultation.

Good Luck

Toothsmith

I'm afraid that your uncle is not only 'unprofessional', he's wrong!

Aphthous ulcers occur spontaneously. They are not infective in nature and neither are they infectious!

Running off to the papers is the very worst way to complain about anything. Especially if you've not got your facts straight, or, as in your case, are just downright wrong.

Just remember that other dentists will also read the paper, and you have effectively hung a flashing neon sign around your neck saying 'PROBLEM PATIENT'

There is a link HERE to some accurate Aphthous ulcer information.

I sometimes feel it's a shame that dentists can't sue incompetent patients.

Can you imagine the stress that you would have caused that lady?

CrazyChemist_2

Toothsmith wrote:

I'm afraid that your uncle is not only 'unprofessional', he's wrong!

Aphthous ulcers occur spontaneously. They are not infective in nature and neither are they infectious!

Running off to the papers is the very worst way to complain about anything. Especially if you've not got your facts straight, or, as in your case, are just downright wrong.

Just remember that other dentists will also read the paper, and you have effectively hung a flashing neon sign around your neck saying 'PROBLEM PATIENT'

There is a link HERE to some accurate Aphthous ulcer information.

I sometimes feel it's a shame that dentists can't sue incompetent patients.

Can you imagine the stress that you would have caused that lady?

It's a fact that amphous ulcers can be the result of infection. There's no two ways about it She was abusive to me in the first place and it was as a last resort I went to the press. Do you seriously think they'd have gone with the story had I been talking cuckoo? :rotfl:

Toothsmith

An aphthous ulcer may result from the general dip in constitution that results from a bout of illness such as a cold or general poorlyness.

It is not caused by a dirty dental instrument.

If the dentist was abusive to you, that is a whole different complaint, as being abusive doesn't cause aphthous ulcers either.

As for the press, dentist bashing stories sell papers. Journalists never let the facts get in the way of a good story.

The reason your complain was getting nowhere with the practice was because there was no base to it.

CrazyChemist_2

Toothsmith wrote:

An aphthous ulcer may result from the general dip in constitution that results from a bout of illness such as a cold or general poorlyness.

It is not caused by a dirty dental instrument.

If the dentist was abusive to you, that is a whole different complaint, as being abusive doesn't cause aphthous ulcers either.

As for the press, dentist bashing stories sell papers. Journalists never let the facts get in the way of a good story.

The reason your complain was getting nowhere with the practice was because there was no base to it.

I've already stated that it can be caused as a result of unsterilised equipment I do hope you're joking because it's worrying that a so-called "dentist" that you claim to be doesn't know the basics of infection.

And I'd have thought the paper would be worried about libel... :think: not selling papers. There's clouding the issue, then there's blatant lies - according to you, I'm guilty of the latter :rolleyes: