Health Services Commissioner Annual Report 2000/2001

Root canal therapy and cosmetic dentistry continue to account for a large number of
complaints about dentists. The complexity of root canal treatment is not well
understood and the treatment is usually lengthy and expensive. When problems occur
communication needs to be particularly sensitive.
A man agreed to have root canal treatment to an upper molar. After six visits
the pain persisted. The tooth was X-rayed and a fine fracture was detected. He
then elected to have the tooth extracted but was given a large bill for the root
canal work
Although there have been fewer complaints about dentures, they continue to be
difficult to resolve. Functional problems cause the wearer great distress particularly
when it is difficult to explain why a good fit is difficult to achieve.
A woman had her upper denture replaced. Despite several relines she is unable
to wear the denture. She had lost weight and was unwilling to attend social
functions where food was served.
The HSC is grateful for the assistance provided by the Dental Practitioners Board of
Victoria and by the Australian Dental Association, Victorian Branch.
DENTAL TECHNICIANS
There were 22 complaints against dental technicians, 1 more than for the last report
period.
All these complaints were about unsatisfactory dentures.
A man had an upper and lower denture made for him by a dental technician.
Although the upper denture was functional, the lower denture was causing so
much pain he could not eat while it was in place. A number of relines to the
lower denture improved its function slightly. He was unhappy with the
additional $250 bill for the reline.
Informed consent remains an issue in these complaints. If more time was taken to
explain the procedures, the risks associated with them and the costs involved, many of
the complaints would not occur.
HOSPITALS
Complaints made to the HSC about hospitals
Public hospitals attracted 86% (755) of total hospital complaints made to the HSC and
private hospitals accounted for 14% (121). Hospitals, both public and private, made
up 31% of the total complaints received by the HSC in the 2000/2001 period.
All public hospitals are required to have internal complaint handling systems. For this
reason a large number of complaints are handled in-house and do not need to be
referred to the HSC. Public hospitals are required to provide details of complaints to
the Commissioner on a regular basis and these figures are reported in the section on
the Health Complaints Information Program. The work of complaints liaison officers
Health Services Commissioner Annual Report 2000/2001 44