Case study 2: Misunderstanding over dental payment


Mrs P attended her dental practice for a series of treatment sessions over a period of months. Treatment began with Mr A who informed Mrs P that he would soon be leaving the practice. Further treatment was than carried out over two consultations by a different dentist, Mr B.


Upon receiving her bill at the reception desk following the second appointment with Mr B the patient enquired why she was being charged for the two consultations. Her understanding was that the treatment was for unresolved dental problems and was simply a continuation of the treatment begun with Mr A. Later it was confirmed that the treatment provided by Mr B was to a different tooth entirely and had nothing to do with the previous treatment provided by Mr A. But Mrs P claimed she was not aware of this at the time.


The receptionist asked that Mr B explain the charges. According to Mrs P the dentist came out into the reception area and, in an aggressive and bullying manner, accused Mrs P of unreasonableness and trying to resist payment for treatment provided in good faith. Mrs P claimed that other patients and staff were within hearing distance as the waiting room door was open.


Mrs P later wrote to the practice manager asking for a copy of the practice’s complaint procedures as she intended making a formal complaint over Mr B’s attitude. In reply the practice manager asked for further details of the complaint but did not enclose the requested procedure document.


In his reply to the complaint the practice manager stated that Mr B disputed Mrs P’s version of events, saying that his manner had been straightforward and assertive but not aggressive. He also claimed that the door to the waiting room had been closed with music being played inside the room. The practice manager stated that Mr B regretted the incident had occurred but felt that the matter would be best concluded if both parties apologised for their “perceived behaviour”.


Complaint handling | 17


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