…


“We do not like disappointing patients, we do not like giving patients bad news, and we prefer to not take their teeth out unless we really have to”


longer he tried to treat the carious lesion. Unfortunately, the limited basis on which the treatment was provided


was not made plain to the patient, who thought this was definitive treatment. The following day she re-attended with pain and eventually the bridge was removed and the tooth extracted. A complaint followed. The patient’s not unreasonable view was that she had not had any dental problems until our member’s treatment and she had now lost a tooth and a bridge. In response to the complaint, a full explanation of the clinical reality


was given together with an apology for any lack of explanation prior to treatment. However, remaining dissatisfied, the patient took the


complaint to the ombudsman. The ombudsman took advice from a dental expert who agreed that the loss of the tooth was not a direct consequence of our member’s treatment. Nevertheless, taking everything into consideration, the ombudsman


recommended that our member pay the patient a sum of money, provide a written apology and draw up an action plan to ensure there would be no recurrence of the situation, also to be sent to the patient.


IN CONCULSION Do me a favour.... In fact, do yourself a favour. If for some reason you feel the need to do the patient a favour of this type, make sure that he or she fully understands the basis on which treatment is being provided. Please tell the patient exactly what is to be done and why, and what other more definitive and reliable (even if less palatable) treatment options might be available. Explain carefully how long the treatment is likely to last, and what may happen in the short and longer term so that when the treatment fails and the tooth is lost the patient will say: “That’s okay. You told me this would happen and I appreciate that by


trying, you were just doing me a favour.” Mr Mike Williams is a dental adviser at MDDUS


MDDUS INSIGHT / 15


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