Dental Practice did not appropriately discuss patient's medical condition before treating her

What happened

Miss W had a blood condition noted on her records at the Practice, but when the dentist suggested two extractions she failed to discuss with Miss W the need to take precautionary blood tests first. Miss W told us that removing teeth could cause persistent bleeding if her blood condition was not treated in advance.

Miss W had to have the blood tests done as an emergency at hospital rather than having them done locally. This meant that Miss W was without her denture for an extra two days and had expenses because of taking time off from work and her travel costs.

Miss W complained, and said the Practice took a long time to deal with her complaint.

What we found

We partly upheld this complaint. The dentist failed to discuss the medical history form with Miss W before the treatment. However, Miss W had signed a treatment plan agreeing to the extractions. Miss W suffered distress and inconvenience as a result of the failing, and out–of–pocket expenses. She had to make two trips to hospital to have the tests done hurriedly, rather than at her local surgery. She was also without her denture for more than one day. The Practice had put remedial actions in place as a result of the complaint.

The Practice and dentist acknowledged delays in the complaint handling process.

Putting it right

The Practice apologised for its failings and paid £100 compensation. The dentist agreed to give further apologies, prepare a personal development plan and take training to avoid future incidents.