"Public Dental"

About: Dental Services (Bass Coast Health)

(as the patient),

I felt disappointment and alone after this incident. Recently from 8.30am I attended the Bass Coast Health Dental Clinic for what was called a sit and wait time. I felt I was abruptly informed by the receptionist that my pain did not qualify for a "voucher" to be treated privately elsewhere at a subsidized rate. So I sat, unattended, alone and in pain all day. Then at 1.10pm the receptionist whom openly stated that she had made an executive decision to give out other "vouchers" at her discretion. 

I have not yet mentioned the fact that I have just completed a full course of care there. During this time, in my opinion, the dental technician was behaving bizarrely and in such an unprofessional manner that I lost a tooth due to the technician missing a decaying area. My most recent experience was for a filling that simply fell out. If this is due to poor quality items being used or just lack of knowledge, I am not sure, however the private dentist (which I must now struggle to pay for) will be advising me and is happy to provide a letter which our local member of parliament will be receiving. As I am a pensioner - I will not find this easy to manage - thought that was the entire reason for public dental access.

Responses

Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear Filling,

I’m very sorry to hear about your experience with our Dental services. Could you please call 0422 707 147 so that we can get some further information from you to investigate your concerns and assist you with a solution.

Many Thanks,

Jan

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Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear Filling

Thank you for meeting recently with Paul who is the Executive Director responsible for Dental Services to work through your concerns. I understand that your experience with our service has been positive on many occasions prior to your recent feedback. We regret that your experience was not as you had hoped this last time and I understand that the meeting provided a good opportunity to explain in more detail the Dental Health Service criteria for emergency dental care. I am advised that the receptionist appropriately issued a voucher to an eligible client in accordance with the rules, but that your particular presentation didn’t qualify for a voucher on this occasion. The Executive Director advised me that our service had made an appointment for you to attend the clinic (approximately a week later) but that you chose to seek a private appointment (which is absolutely your right). In relation to our clinician missing a decaying area, we did conduct a review of your x-rays and case notes and whilst there was no evidence of this oversight, we can see how you may have thought this to be so. I hope that we can continue to support you in your oral health journey and I thank you once again for taking the time to feedback, and work through the issues you raised. Paul has provided you with his contact details so don't hesitate to contact him if there is anything further. Kind Regards, Jan.

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