Dentist's 'Goodwill Gesture'

Fyloh

I have recently placed an official complaint regarding a previous dentist who has left me with an ongoing issue of pain and discomfort and possibly facing bridge work.

As a result of the complaint, the dentist has sent me a cheque, and I quote:

"As I do not like a dissatisfied patient and purely as a gesture of goodwill, I would therefore be willing to refund you the full costs associated with the fees you have paid for the treatment I have provided you with. I would like to clarify that the total treatment cost estimate from the outset of treatment was £177. During the course of the treatment you have paid over several installments £127.50. To this end, I enclose a cheque for £127.50 representing a full refund of the crown I provided you with.

I trust this will meet with your satisfaction in conclusion of the complaint, however if I can be of any further assistance to you on this matter please do not hesitate to contact me."

What I wish to know, seeing as I am still suffering and have since had corrective work done by another dentist - which as a result of the previous work, might still be unsuccessful - as I have passed this onto the Ombudsman (whom is dealing with my complaint as we speak) should I refuse this 'goodwill gesture' or by accepting it will I be waiving all rights to pursue this matter further?

Many thanks in advance for your replies.

maninthestreet

He seems to be admitting his own negligence - does the letter state anywhere the payment is made 'without prejudice' ??

Equaliser123

maninthestreet wrote: »

He seems to be admitting his own negligence - does the letter state anywhere the payment is made 'without prejudice' ??

I can't see that he has admitted anything.

Toothsmith

Nor can I.

I'm also interested to know which 'ombudsman' is dealing with this?

Need a bit more information on the circumstances of all this to offer an opinion.

railbuff

All I can see is that the dentist provided the OP with a service that has failed, so he has refunded the OP in full for the failed service.

halibut2209

Use the £127.50 to get it fixed

ed_209_2

Sounds like a case for Lemming of the BDA

brook2jack

I am a little confused here. Presumably you are in Wales having seen a nhs dentist from the costs quoted?

If so before the public service ombudsmen can get involved you have to have gone through the complaints procedure which is

complaint in writing to the practice , if you are not satisfied with response then

complaint in writing to lhb , if you are not satisfied then complaint can be escalated to independent review,

if not happy with independent review then you can escalate complaint to ombudsman

As I am sure you know the ombudsmen cannot award compensation but can make recommendations over disciplinary actions if necessary.

The most common scenario involving crowns is where at it shortly after crowning an abcess appears and the tooth needs root treatment. Unfortunately a tooth that needs crowning is already severely compromised and around 25% will need root treatment , which is not the dentists fault. Equally not all root fillings work ,the tooth may need taking out and again that's not the dentists fault.

Presumably if you have only just written to the dentist then you have not exhausted all the avenues a nhs complaint in Wales about dentistry can go through , in which case you are some way away from the ombudsmen getting involved. Even if they are involved then the most you can hope for is the refund of what you have paid.

If you are hoping for "compensation" then you will have to go down the litigation route and you will need to discuss the dentists offer with your lawyer.

Cameron1590_2

I believe the only "ombudsman" for dentisry is the GDC (General Dental Council) which every clinical member of staff (Nurses, Dentists etc) have to be registered with to practice. You should raise a complaint with them against the dentist in question however he has refunded you a sum of money with out you needing to take it further. Its now in your hands either cash the cheque or try and take it further but not sure how much you could be entitled to.

Regards,
Cameron

brook2jack

No you are wrong . for nhs dentists after practice complaint,Lhb/pct , independent review, in England and Wales there is the healthcare ombudsmen.

For private patients there is https://www.dentalcomplaints.org.uk

The gdc is involved in policing a dentists fitness to practice.

Cameron1590_2

Sorry just saw this on their site which would suggest they do handle patient complaints "We are here to protect dental patients. If you are concerned that the treatment you have received is below standard you can get in touch. Anyone can report a concern to us, but we only deal with certain types of complaint. Before getting in touch, please read How to report a dental professional to us which explains what you can report to us and the types of concerns we can handle."

I could be wrong but this was the reason for my previous post