2) Tell me the names and addresses of the dental practices who has had the most complaints over the last 3 years. Give me the top 1.

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1 Dear Further to your request under the Freedom of Information Act ref: JH/FOI/07979, I am now in a position to respond as below. I have included your questions for ease of reference. 1) Please provide a breakdown by type and nature of all complaints for all dental providers since 2006 to present. In accordance with the Freedom of Information Act 2000, providing this information would exceed the appropriate limit, as set in section 12.1 of the Act. We have, however, been able to provide some of the information requested, within the appropriate limit. Please see word document attached entitled dental complaints 2009-Sept ) Tell me the names and addresses of the dental practices who has had the most complaints over the last 3 years. Give me the top 1. Please also see attached document. The top dental practice for complaints is: Dental Works Unit 1 Station House 500 Elder Gate Central Milton Keynes MK9 1BB 3) What has the PCT done to address the complaints from the worst dental practice, signified by the highest number of complaints. All complaints received by NHS MK will be assigned a lead investigator. For dental complaints the lead investigator will be either a member of the Dental Public Health Team or a member of the Primary Care Contracting Team dependant upon the nature of the complaint, and whether this was in relation to contracting or clinical issues. Any on going assurance or monitoring would be undertaken as part of contract monitoring or Dental Advisor practice visits. 4) How many complaints have been made against the Complaints Manager and PCT dental team? 5) What was the nature of these complaints against the Complaints Manager and PCT dental team? 6) What has been the outcome of the complaints made against the Complaints Manager and PCT dental team? The following response covers questions 4, 5 & 6: We do not have a complaints manager. All complaints are handled by the Clinical Standards Team. If you are asking for all complaints made against NHS MK by dental practices, the answer is none. If however, you are asking for complaints from any source, the answer is one, and the outcome was that this complaint was found to be unfounded; therefore the details of this will not be disclosed. 7) How much has the PCT spent on management consultants regarding dentistry? 50, for the last two years How long have been management consultants been retained? For two years and ongoing How were these decisons made in light of PCT having to make budget savings? The Director of contracts at the time made the decision as the PCT needed the capacity to deal with dental contracts

2 8) How much money is being clawbacked from the latest round of annual reviews? 9) What will the PCT be doing with the clawbacked money? The following response covers questions 8 & 9: Annual review meetings are in progress No decision has been made about the use of monies recovered for under-performance If you are unhappy about the response you have received your first line of action should be to write and request the Trust to undertake an internal review of your application. A senior member of staff, who was not involved with your initial application, will undertake this review. If after this process you are still not satisfied with the response you receive from the Trust you can complain to the Information Commissioner at the following address: Information Commissioner Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF I trust you find this information useful. Please do not hesitate to contact me if you require any further assistance. I have attached a copy of the Trust s leaflet on how we deal with Freedom of Information requests, should you require any additional information about the process. Please note that any re-use of this information will be subject to the Re-use of Public sector Information regulations. Please contact Milton Keynes PCT for further information. Kind regards,

3 Asking if a Dental practice can refuse to treat a patient on the grounds that communication has broken down following a previous complaint that was upheld. Equipment not working when due to have treatment and left in pain Abacus Dental Care Was unhappy with attitude of staff, was not given treatment plan and when in pain did not have her treatment earlier than originally schedules Difficulty in getting treatment Dental Practice delaying treatment for NHS patients Poor treatment by dentist Her father took his dentures to the dentist to have them repaired and was charged for this. You should only be charged if it is an emergency repair and this was not. Incorrect charge made to fix denture Asking for advice on getting paymanet for services rendered to Boodles Dentist treated wrong tooth and poor attitude towards patient. Unsuccessful attempt at root canal treatment Query about dental charges and information given by dentist. Non disclosure of policy regarding patients with Hep B Dentist refusing to treat. Pt feels this is due to her having an exemption certificate. Charged NHS patient private fees Unable to carry out complex work and did not offer referral Difficultiy in getting treatment Attititude of staff at dental surgery to him and his daughter Dentist rude to patient (child) and her elder sister Boodles Ltd Boodles Ltd Citydent Dental Suite at Stantonbury Dental works by Shaz & Associates Dental works by Shaz & Associates Desai Dental Surgery Neath Hill Dental Practice

4 Complaint about the treatment received from Queensway dental practice Standard of care received and attitude of dentist Patient Called and said they have been waiting to hear from the Dental Specialists about when he will be getting his dentures fitted but it is due to funding that it is taking a long time Difficulty getting dental treatment Cleanliness and attitude of staff Dental Practice has sent address details of Foster parents to maternal Aunt. Child s family are only allowed supervised contact and were not allowed to know where or who the Foster parents are. Manner and attitude of staff and not offering emergency treatment for patient in pain Queensway Dental Practice Unsuccessful bridge work carried out Attitude of staff, failure to provide filling treatment and accused patient of being a racist. No emergency appointments. Told to wait three days before being able to make appointment Patient unhappy with denture not fitting properly Level of care and communication Enquiry into why her son does not qualify for orthodontic work under the NHS Complaint about dental practices and requesting nhs treatment that is now required as a result of poor care. Complaint about orthodontic treatment for son Complaint about treatment of daughter regarding her braces Complaint against treatment and costings Teethinline Vitiello and s Whalley Drive Orthodontal Practice Whalley Drive Orthodontal Practice Woburn Sands Dental Practice

5 Overcharged for treatment Woburn Sands Dental Practice