NHS Treatment turned out to be private?!!!

wannabemedic

Sent recorded but royal mail either didn't get a signature or bother to update their site so I was worried it hadn't got there, however I've just received a reply where they've said (my comments in blue):

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1) When booking I would have been made aware that this dentist was not an NHS dentist.
I was told I'd get an NHS receipt to claim a refund from the NHS.

2) The charge I paid was "less than an NHS charge".
How is this relevant?

3) That their receptionists "are aware of the need to explain to patients if they are not seeing an NHS dentist" and "they all abide by this".
Obviously not if I was told by the receptionist and the dental nurse in surgery that I'd get an NHS receipt for my treatment.

4) There may have been "confusion" when I was told I'd get a receipt.
No confusion from my end. I made very clear it was an NHS receipt I was after and in front of the dentist too.

5) They can't refund costs of the treatment carried out.

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Little bit confused about what to do next - obviously my priority is still getting my money back though if this means going to the PCT then so be it. As far as I'm concerned they've passed on their chance to resolve it "in-house".

alison999 mentions a blue form - I don't recall signing one of these - it was more an A4 sheet but I wrote on there myself before signing "NHS receipt to be provided" or something similar. I note the practice manager didn't mention any evidence to prove I was aware the dentist was independent

Incidentally this is what the practice was told off about, for confusing patients by calling their dentists "Independent" and making it appear it was the same as the NHS.

alison999

independent is another way of saying private. if you were getting nhs treatment you should of being asked to sign a blue form. most private practices also get you to sign something, its your agreement to be treated and that you will pay however much for your treatment. id write to them again, making it clear (not saying you didnt the first time) that you intend to take this further if it cannot be resolved between you and the practice involved. it might make them take you more seriously. also, if the practice is as unorganised as it sounds theyre probably used to getting letters like this.

however, the fact that youve bothered to put pen to paper and also to send it recorded delivery should of made them take your complaint more seriously.

Toothsmith

wannabemedic wrote: »

Incidentally this is what the practice was told off about, for confusing patients by calling their dentists "Independent" and making it appear it was the same as the NHS.

I think with pitching their prices so close to NHS fees, they're asking for trouble.

I would write a letter to the PCT saying that you are not satisfied with the outcome of their in-house complaints proceedure. (Incidentally - I have read the full letter that you kindly PMd to me. Did the letter have details of how to take the complaint further if you weren't satisfied? If it didn't, then they've not followed correct proceedure here too!)

I would send a copy of your letter of complaint to the practice, and I would send a copy of their reply.

I would make sure the PCT know that you were under the impression it was NHS treatment, and let them know of all the stuff you think you signed.

It might just be worthwhile ringing up the practice and telling them that you aren't satisfied with their reply, and that you intend to go to the PCT. Tell them that they have a couple of days to consider their position, but let them know that if you haven't heard from them by - say - Wednesday, your complaint will go forward to the PCT.

Incidentally, The General Dental Council now run a complaints proceedure for patients with complaints against Private dental treatment. It might be worth letting them know that you know that! And if the PCT decide that it's not an NHS matter (Which I very much doubt they will) then you do have somewhere else to go.

You can PM me for details of this should it be necessary, but as I said, the letter from the practice really should have included details of where to take your complaint if you weren't satisfied with their response.

wannabemedic

Thank you Toothsmith & Alison

No further info was included with the letter or what to do if unhappy - apart from, "If you have any further queries or concerns, please contact me either in writing or by calling me at the practice on the above numbers."

I shall give them a call tomorrow as you advise, and mention that I intend taking it to the PCT and that they have two days to reconsider their position. Personally I'm doubtful as they dont' seem too spooked by being shopped to the PCT.

I would really like to get my hands on the letter the PCT forced them to mail to all their patients last year, as they got a real verbal thrashing (I'm pretty sure that was also signed by the "Practice Manager" :rolleyes:). Although I kept it on my cluttered desk for a few months, I don't know where it is now- never thought that would come in handy!! :doh:

So, fingers crossed please and I shall update with what comes of our conversation tomorrow!! :A

wannabemedic

The Practice Manager wasn't there today when I called, she was at a different practice. I won't say it's name but let's just say further googling brought up an NHS counter-fraud investigation news story :eek: :rotfl:

I spoke with Mr "er, I suppose I'm the one in charge while she's away" who seemed to understand what I was saying....... consequently he has promised a call from the manager tomorrow when she's back and we're both in agreement that referring this to the PCT is a last resort and it'd be mutually beneficial to get this sorted amicably with a refund. I can only hope the practice manager has a similar attitude tomorrow though with the letter she wrote to me, I'm not gonna bet money on it!

Expect an update tomorrow, and if it's not too painful after one day, fingers crossed again please! :rotfl:

alison999

cool. this mr. ??? was he a dentist? i just ask b/c its quite rare to have male nurses/receptionists (not that im saying its wrong!)

wannabemedic

alison999 wrote: »

cool. this mr. ??? was he a dentist? i just ask b/c its quite rare to have male nurses/receptionists (not that im saying its wrong!)

He is reception/admin staff

By 3.30pm today there was no call from them (as promised) so I phoned and spoke with same guy again. the useless practice manager "had popped in today but didn't have time to see the notes" and "may pop in tomorrow afternoon but not for very long" but "will most likely be around on thursday". :rolleyes:

To credit this guy at the practice... he did agree they had done something wrong if I went in thinking it was an nhs appointment and even confirmed it with the nurse and receptionist and was promised an NHS receipt - that's a nice litttle bit to include in my pct complaint methinks

I made it clear that if I not hear from the mysterious practice manager by 5pm Thursday I will go ahead to the PCT. Maybe I am being soft but I would rather wait another couple of days to hopefully get it sorted amicably than have to go through a long drawn out complaints process - hope this is sounding ok

stressedoutmum

Sorry to jump on your bandwagon but Ive just been to my NHS dentist because my tooth broke. The dentist said it was mostly filling which is why it broke in the first place. They have said they need to build the tooth up and it will cost £194! but theres no guarantee it will work and if it doesnt I need to have it pulled. I asked how much to have it pulled and they said £27. When I said its cheaper to take it out than repair they said they wouldnt do it because they preserve teeth but this means I could end up paying £194 plus another £27 if it doesnt last and if the tooth broke because it was mainly filling - what is their to save?? I'm really confused but is it really that price for my type of filling on the NHS. Dentist was really stroppy and not really answered my questions. thx.

alison999

its £194.00 on the nhs for anything that involves lab work. crowns, bridges, dentures. to me, you should be glad that you have a dentist that is trying to save your teeth. and if the crown failed (im asuming thats what youre having done) within 2 months your extraction would be free b/c its classed as a continuation claim.

wannabemedia, i think waiting until thursday is more than patient, i completely agree with what youre doing. i just wouldnt say which member of staff you spoke to in your pct letter b/c he might get into trouble if the practice found out.

Toothsmith

wannabemedic wrote: »

I made it clear that if I not hear from the mysterious practice manager by 5pm Thursday I will go ahead to the PCT. Maybe I am being soft but I would rather wait another couple of days to hopefully get it sorted amicably than have to go through a long drawn out complaints process - hope this is sounding ok

I think that's quite fair of you.

It shows at least you are trying, but I would just make brief notes of all your contacts, as things can become a bit fuzzy in your mind as they go on - although this thread is an excellent timeline of it all!!!

I wouldn't let them muck you about too much. They have much more to loose than you do, so if they're too stupid to realise when they have a reasonable patient making a reasonable complaint errrr reasonably then they deserve all they get!