Patients of Tavern Street Dental Practice in Stowmarket have raised concerns over the quality of care at the facility, despite a recent inspection clearing the practice of any major issues.
The Care Quality Commission (CQC) conducted an inspection in November following multiple complaints, including one from Jack Roden, who reported that a front tooth fell out after a repair procedure. Despite the complaints, the CQC found that the practice was complying with all regulatory standards and that patients were being treated with dignity and respect.
The CQC report stated, “Patients were able to access care, support, and treatment when required, and were treated with dignity and respect during our assessment.”
However, several patients, including Roden, have expressed dissatisfaction with their experiences at the clinic. Roden shared that he had a broken front tooth repaired, only to have it fall out during dinner shortly after. “I will just take my business elsewhere,” he said, adding that the practice had guaranteed the repair for six months.
Data obtained through a Freedom of Information request revealed that a total of 26 complaints have been lodged against the practice, with 11 of those directed to the Suffolk and North Essex Integrated Care Board (SNEE ICB), including two related to specific treatments. Of these, one complaint was upheld.
While the CQC does not typically investigate individual incidents, it uses patient feedback to monitor the overall performance of dental practices.
Another patient, Dawn Benns, voiced her frustration after discovering that despite being informed multiple times that she was an NHS patient, her registration was never completed. “I was just ready to give up. I was crying. It was devastating,” she recalled, reflecting on the shock of learning she was not registered for NHS care after being led to believe otherwise.
The practice, which accepts both NHS and private patients, has maintained that it follows current guidelines and strives to provide high-quality care. A spokesperson for the CQC emphasized that inspectors had found the clinic to be clean, and patients were given clear information about their treatment options.
In response to the complaints, a spokesperson for NHS Suffolk and North East Essex Integrated Care Board acknowledged the hard work of local dental teams and assured that all issues raised are thoroughly investigated. “We always respond to the patient with our findings and reasoning,” they said.
The practice was contacted for comment but had not provided a response at the time of publication.
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