Dentist wrongly failed to offer an NHS scale and polish when it was needed

What happened

Miss T went to the dentist and was told she needed a scale and polish. She was only offered the option of having this work carried out privately by the practice hygienist.

She complained to us that she was treated under the wrong dental charge band, communication by the practice was poor and that the dentist did not discuss dental charges with her. Miss T said the treatment given by the hygienist should be available as a band 1 NHS treatment.

What we found

The dentist had not discussed all the options available and had not explained that an NHS scale and polish was available as an alternative to seeing the hygienist. We found communication had been poor.

There was no evidence that Miss T was treated under the wrong NHS band or that the hygienist treatment should have been offered as an NHS treatment, because the practice did not employ an NHS hygienist, only a private hygienist.

Putting it right

The Practice apologised to Miss T and reimbursed her the cost of the hygienist treatment. It also reviewed its policy on scale and polishes to make sure all NHS dentists at the practice offer a scale and polish as an NHS treatment where clinically necessary.