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Dissatisfaction over Dental Treatment Services and Charges – Obtain Detailed Information before Treatment for Budget Control

  • 2019.10.15

To have neat and healthy teeth, apart from daily dental care, timely treatment of dental disease is also vital. A review of the dental complaints lodged with the Consumer Council has revealed vast differences in dental treatment services and charges. There were cases involving dental treatment requiring multiple follow-up consultations being delayed due to changes in the dentist’s work schedule; confusing charges by hospitals resulting in the final bill far exceeding the quoted price; and costly custom-made dentures not only failed to improve one’s eating but also led to injury to the oral cavity. 

The medical dental industry, particularly dental groups with rich resources, is urged to assume full responsibility to devise and provide remedial measures for any contingency situation but should not focus solely on their own manpower and administrative problems, disregarding the risks posed to consumers. For instance, there was a case where the consumer was advised to prolong wearing the same orthodontic dental brace after the attending dentist became unable to follow through the whole treatment course despite it might affect the progress and effectiveness of the treatment. Under such circumstances, the dental group should arrange another dentist to take over immediately in an effort to minimise the inconvenience caused to the consumer. The dental industry is also urged to proactively explain to consumers the full treatment procedures and various fees and charges, particularly in treatment involving construction and fitting of dentures for the elderly who may not be able to detect any problem instantly. Dentists should devote more time and patience to explain that it will take some time for the elderly to get used to their dentures and the possible discomfort that may arise. 

Case 1: Repeated deferments causing delay in follow-up orthodontic treatment

In January last year, the complainant purchased an orthodontic package from Medical Dental Group A. At the time, she was told by the attending dentist that the whole treatment would span over a period of 1.5 years. After the first treatment, she booked for the next consultation 7 months later to replace her orthodontic dental brace. However, closer to the date of the next consultation, she received a short message, informing her that the dentist had resigned and that another dentist would be arranged to take over as soon as possible. Not until she chased up for a new appointment, was she notified that because the dentist assigned for her case worked only 2 days a week, her appointment had to be postponed for another 2 months. The complainant was worried that the dental brace she was wearing might not be able to sustain for another 2 months. Despite her grievance, she was asked to keep on wearing the same dental brace. The complainant had no alternative but to comply reluctantly and kept on wearing the dental brace till May this year.

However, on approaching the appointment date, she was again asked to further defer the appointment because the dentist had reduced his working days. The complainant was dissatisfied with the prolonged delay in replacing a new dental brace constructed in accordance with the changing positions of the teeth. She was worried that the continuous wearing of the old brace might affect the treatment result. She deemed the medical centre irresponsible without regard to consumer rights, and so she approached the Council for assistance.

In response, Medical Dental Group A informed the Council that it would negotiate directly with the complainant, and produced the dentist’s confirmation in writing that due to health reasons he had to cut down on his working days. The company added that customers running into problems in the course of treatment can contact them direct so as to work out with the dentist for a mutually acceptable solution. The company response was relayed to the complainant who had not pursued the matter further since then.

Case 2: No standardized charges with final bill far exceeding the original quote

The complainant was suffering from a toothache and visited the dental centre under private hospital B for root canal treatment. The dentist quoted a price of approximately $8,000. During the treatment, the dentist indicated that due to a lack of equipment, the remaining treatment would be performed in hospital B instead. The complainant agreed and paid $5,234 being part of the endodontic pulp treatment and the consultation charge. The centre staff at the time assured him the remaining sum of $3,000 would be collected directly by the hospital B.

The complainant attended hospital B on the appointed date, the rest of the treatment was performed by the same dentist who suggested for an extra X-ray for which the complainant believed would cost an additional $1,000. But when the bill was presented to him, he was shocked to find the total amounting to $8,000, including $6,000 for endodontic pulp and $2,000 dental crown treatment. After negotiation, on the ground that the final cost unreasonably exceeded the original quoted price, the hospital agreed to collect $4,800 to settle the matter. However, hospital B called him up 2 months later to collect the outstanding $3,200 and threatened to sue him at the Small Claims Tribunal if the amount was not cleared. Dissatisfied with the hospital’s confusing charges, the complainant lodged a complaint with the Council. 

In response to the Council’s inquiry, hospital B agreed to waive the $3,200 outstanding fee and would inform the complainant directly. The case was settled.

Case 3: Defective dentures causing injuries to oral cavity and hindering eating

The complainant went to dental clinic C for tailor-made dentures on the upper and lower jaws. Having explained the treatment procedures, the dentist quoted a price of $11,000, and thereafter conducted an inspection and initial dental molding. As instructed, the complainant paid a deposit of $2,500. Subsequently, the complainant went twice for fitting out the dentures and paid the instalments totaling $6,000. On the day for collection of the dentures, which she tried on without discomfort at the clinic, she duly settled the remaining balance of $2,500. However, a few days later she began to feel pain on the gums and the tongue underneath which were suspected to have been scratched by the lower-jaw denture. The upper-denture also injured the gums at both ends, causing canker sores and difficulty in swallowing. 

Despite repeated adjustments of the dentures up to 5 times, the condition did not improve and the complainant had no choice but to give up wearing the dentures. She sought help from another dental clinic which too was unable to rectify the defect. As clinic C refused her request for refund, she contacted the Council as she was helpless on the unsuitable dentures costing $11,000 and sought for assistance.

After conciliation, dental clinic C agreed to settle the case as an exceptional case and agreed to retrieve the set of dentures and refund to the complainant.

Apart from routine oral health care, consumers are advised to take heed of the following to protect their teeth:

- Have regular dental cleansing and check-ups by the dentist, and if dental cavity or periodontal disease is discovered, seek early treatment to avoid the problem from deteriorating;

- Take the initiative to ascertain with the dentist on the costs of the various items in the treatment, including consultation, X-ray and medicines, etc and enquire if there are any additional or separate charges to be also taken into account for purpose of budgetary control;

- In undergoing dental surgery that is complex or required to be performed over a number of phases, find out from the outset with the dentist on the arrangements involved for the whole course of treatment and the exact nature of treatment, for instance, if it involves dental extraction or repairs;

- Wearing dentures may cause discomfort initially as it requires time to get used to and necessary adjustments. It helps you to psychologically prepare for the discomfort if you have asked your dentist beforehand about follow-up treatment and maintenance;

- Should you feel intense pain or oral cavity injury, stop using the dentures immediately and consult the dentist for further treatment.

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