This follows the introduction of the new dental fee structure in Scotland, which came into effect on 1 November, as well as a recent report published by the Parliamentary and Health Service Ombudsman. The report found that the number of dental complaints about NHS treatment in England has risen from 1,193 in 2017/18 to 1,982 in 2022/23 – a 66% increase.
The Parliamentary and Health Service Ombudsman states that there needs to be complete transparency over the costs of care.
Leo Briggs, deputy head of the DDU, said:
“In the DDU’s experience, confusion or disagreement over dental fees can lead to a complaint. To avoid problems, we advise communicating charges and your practice's fee policy clearly to all patients at the earliest opportunity.”
The DDU’s checklist to minimise the risk of receiving a complaint due to dental charges includes:
- clearly set out services and charges in practice notices and on your website
- provide details of payment arrangements, such as whether patients are expected to pay for their treatment in advance or on completion
- provide a written treatment plan that includes costs and if the treatment is being provided privately or under the NHS. Ask the patient to sign this and keep a copy with their records
- provide an updated written cost estimate and treatment plan if changes are required as the treatment progresses.
This page was correct at publication on 13/11/2023. Any guidance is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.