Patient calls Loughborough Dental Practice after being removed as an NHS patient


A disgruntled patient has accused a dental practice of creating a ‘fictitious’ appointment so he wouldn’t have to treat him like an NHS patient. But practice Sherwood House in Ashby Road, Loughborough has denied its claims – saying it only removes patients from the NHS if they genuinely miss an appointment.

Posting on Spotted Loughborough’s facebook page, the patient wrote: ‘Please beware Sherwood House dental practice I have been doing NHS work after registering with them I needed a little more work several months later for them to tell me that I missed an appointment that was never done! No email, no text, no call.. . nothing.

“Because I now need more work and missed this mock appointment they will no longer see me as an NHS patient but will be happy to take my money seeing me in private! I have spoke to the general manager and explained my anger to no avail, I said I would post this on social media, to which she replied that after this threat I would not be welcome in training at all! HORRIBLE… Watch out!”

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LeicestershireLive contacted the firm over the message, who said they could not discuss an individual case for data protection reasons. However, he added that he organizes all follow-up appointments when NHS patients leave after treatment – and it is common practice for a dental practice to remove NHS patients from their books if they do not not present.

He added: “The reason for this is that every missed appointment means that another patient has lost the opportunity to be seen. This is particularly important now more than ever, because dentistry has enormous demands on this. subject after the pandemic and due to limited patient access Missed appointments waste significant NHS resources and reduce access to care for those who really need it.

“Overall, the other main reason we refuse to see patients in the practice is if they are abusive or threatening to our staff. Every encounter like this with patients is documented and recorded. Depending on the severity or if it is repetitive, we will sometimes ask a patient to leave and refuse treatment again. This is in line with NHS zero tolerance policies.”

The practice also said it had “no intention” of reducing NHS patient numbers or “abandoning NHS dentistry”. He added that two dental practices recently stopped providing NHS dental care – meaning the practice had to deal with a “huge influx of patients” who needed NHS services.

He added: “We genuinely care about patients and make a conscious effort to ensure that we meet all their needs, concerns, anxieties etc. We can’t get it right 100% of the time, but we learn from feedback and making improvements Fortunately, every situation has two sides and we can’t always share our side of the story.

“While a few unhappy people may not be happy with the practice, the vast majority of the feedback we receive is positive and encouraging. It is this positive feedback that gives our team the motivation to work in a demanding and stressful environment. “


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