A dental practice did not address a young patient's dental concerns properly, although she said she was in pain.
What happened
Miss C, a young NHS patient, told her Dental Practice over the course of 16 months that her teeth were causing her pain. Practice staff said that she did not need dental work and should improve her dental hygiene. It took X–rays in winter 2011 to help it decide about treatment but did not repeat these. In spring 2013, Miss C saw the Dental Practice again and staff gave her the same information and did not take any X–rays. Some four days later, Miss C went to an emergency dentist in severe pain. The emergency dentist found extensive decay and a need for treatment.
What we found
The X–rays taken in winter 2011 show that Miss C had significant decay that needed treatment. The Dental Practice's failure to identify this and treat Miss C at that time or at subsequent appointments was not in line with established good practice. As a result of these failings, Miss C suffered unnecessary discomfort and distress and her teeth deteriorated much more than if they had been treated.
Putting it right
The Dental Practice wrote to Miss C to acknowledge and apologise for the failings. It developed an action plan to ensure this could not happen again. The Dental Practice paid Miss C £500 in compensation for the distress she suffered and the probable additional costs of future dental care.
A dental practice
East Sussex
Did not apologise properly or do enough to put things right
Apology
Compensation for non-financial loss
Recommendation to learn lessons or draw up an action plan