Overview
The complainant (Mrs C) complained that her dentist (the Dentist) failed to fit her correctly for dentures, leading to additional unexpected expense and further dental work.
Specific complaints and conclusions
The complaints which have been investigated are that the Dentist:
- (a) failed to fit Mrs C with correctly sized dentures (not upheld); and
- (b) failed to detail treatment charges prior to treatment (upheld).
Redress and recommendations
The Ombudsman recommends that the Dentist:
- (i) introduces a policy of discussing the full treatment plan and costs with her patients prior to the commencement of treatment and that a note of this discussion is recorded in the clinical records.
The Dentist has accepted the recommendation and will act on it accordingly.