Select location
Membership information
0800 561 9000
Dentolegal advice
0800 561 1010
Menu
Refine my search

Unsatisfied on both sides

Post date: 15/07/2014 | Time to read article: 1 mins

The information within this article was correct at the time of publishing. Last updated 14/11/2018

This case illustrates the importance of handling complaints professionally – lead with your head, not your heart...

A dentist found herself before a disciplinary tribunal for issuing a summons against a patient for unpaid fees. The patient refused to pay the fee for six anterior crowns that she regarded as unsatisfactory in appearance.

The dentist maintained that there was no problem with the appearance and criticised the patient for changing her mind during the course of treatment. The dentist had cemented the crowns permanently and refused to deal with the patient’s complaint until the fees were paid.

Consequently the dentist was strongly reprimanded for the manner in which the complaint had been handled and the subsequent claim had to be settled for a small sum when an expert report suggested that while the appearance of the crowns was satisfactory, unfortunately the fit was not!

Learning point:

When a complaint is investigated, there is always the possibility that other aspects of clinical work will be scrutinised.

These case studies are based on real events and provided here as guidance. They do not constitute legal advice but are published to help members better understand how they might deal with certain situations. This is just one of the many benefits dental members enjoy as part of their subscription. 
For more detailed advice on any issues, contact us

Share this article

Share
Load more reviews
Rating

You've already submitted a review for this item

|
New site feature tour

Introducing an improved
online experience

You'll notice a few things have changed on our website. After asking our members what they want in an online platform, we've made it easier to access our membership benefits and created a more personalised user experience.

Why not take our quick 60-second tour? We'll show you how it all works and it should only take a minute.

Take the tour Continue to site

Dentolegal advice
0800 561 1010
Membership information
0800 561 9000

Key contact details

Should you need to contact us, our phone numbers are always visible.

Personalise your search

We'll save your profession in the "I am a..." dropdown filter for next time.

Tour completed

Now you've seen all of the updated features, it's time for you to try them out.

Continue to site
Take again