King's College Hospital NHS Foundation Trust

4. Miss Y complains about aspects of the care she received from the Trust on 9 December 2024, following a referral to assess and manage her loose teeth and gum disease.

5. Miss Y says the Trust failed:

• to offer or discuss non-surgical periodontal (gums or bones that support your teeth) treatment (such as deep cleaning; scaling and root planning) or antibiotics, and instead advised removal of her teeth – she feels this was incorrect treatment advice • to communicate clearly and listen to her, including not providing the clinician she expected and giving inconsistent complaint responses.

6. Miss Y says she was traumatised by the Trust consultant telling her not to eat anything crunchy as her teeth would fall out. She says the consultant made her feel disgusting and caused her to stop eating for a two-week period (only having liquid shakes rather than food), which harmed her physical health and mental wellbeing. She says she still feels affected and has anxiety over eating certain foods.

7. She remains distressed as she believes the Trust has not given her proper explanations.

8. Miss Y wants an apology and a clear explanation of why less invasive treatment and antibiotics were not offered and why extraction was recommended.

9. Miss Y has a history of dental issues. She believes this stems from teeth grinding and jaw clenching. She also suffers from medical conditions that cause secondary symptoms which have a negative impact on her teeth.

10. Due to COVID-19, Miss Y did not see a dentist for around three years, and during this time one of her teeth fell out after becoming loose following a fall. Miss Y had a check-up in Mid-2023, at this time she says she had one loose tooth, her teeth were cleaned by the hygienist and diagnosed with grade four periodontal disease.

11. In late-2024, Miss Y had another fall which caused her teeth to become loose. She attended a private dentist who referred her to the Trust for possible periodontal (gum) treatment. There was around three to four weeks between the fall and her attendance at the Trust. This was the first and only time Miss Y visited the Trust.

12. Following her appointment at the Trust, Miss Y says she went to see both a private dentist and her NHS dentist. She says both these dentists agreed that although her teeth were damaged from the fall, she would be able to make a full recovery without the need for extraction. She says one year later her teeth have not fallen out and she is on the way to recovery.

14. Before we decide if we should conduct a detailed investigation of a complaint, we look at whether there are signs the events complained about had a negative effect which the organisation has not put right. Having done so we have found the Trust has done enough to put right the impact of these events.

15. Miss Y visited the Trust on a singular occasion on 9 December 2024, following a referral to assess and manage her loose teeth and gum disease. She says the consultant that provided her treatment was different to the consultant named on her appointment letter. Miss Y says the consultant did not seem interested in hearing about her previous dental issues.

16. Miss Y says the consultant conducted a clinical assessment and recommended the removal of some of her teeth. She says the consultant also advised her not to eat ‘bread or anything crunchy’ as her teeth could fall out.

17. Miss Y says she was traumatised by her experience at the Trust and did not eat solid food for two weeks because of this. She says this harmed her physical and mental health.

18. Following the appointment Mrs Y has had dental care from other organisations. She says her Treatment plan has not followed the Trust’s recommendations.

19. Miss Y is seeking an apology, and a clear explanation of why less invasive treatment and antibiotics were not offered and why extraction was recommended.

20. We consider actions taken by the Trust during local resolution process. It is our role to decide whether those actions resolve the complaint.

21. From evidence provided to us, we see in the Trust’s initial complaint response to Miss Y, it:

• apologised: • for the impact Miss Y had experienced • that Miss Y felt the clinical examination was brief • for any lack of clarity if information may not have been sufficiently well expressed to Miss Y • the experience was not a positive one for Miss Y • that the consultant appeared to lack empathy during the interaction with Miss Y • they did not meet Miss Y’s expectations of care • these events have given Miss Y cause for concern

• explained: • the steps it took as part of Miss Y’s examination • why it made the recommendations provided to Miss Y • it had provided feedback to the consultant that treated Miss Y

22. In a later response the Trust continued to explain in more detail the reasons for their clinical recommendation and why they did not offer other treatment. This included explanations for decisions it made on: • dental implants • loss of teeth • treatment options • extractions • antibiotics

23. The Trust made multiple apologies in its written responses to Miss Y. We consider the apologies are clear, specific and show empathy. It also provides explanation for the clinical decisions made and has shared feedback with staff to attempt to avoid similar issues happening again.

24. Our NHS Complaint Standards say organisations should ensure it gives meaningful and sincere apologies and explanations that reflect the impact on the person. We consider the Trust’s response meets these standards.

25. Although we understand the stressful experience Miss Y has had, we are satisfied these apologies are appropriate for the impact Miss Y faced. We consider this to be enough to remedy the impact if the failing did occur.

26. This means we will take no further action on this complaint. We thank Miss Y for bringing this complaint to us and hope this helps to provide some closure on the matter.

1. We have carefully considered Miss Y’s complaint about King's College Hospital NHS Foundation Trust (the Trust).

2. We have decided the Trust has already done enough to put right the impact of these events on Miss Y.

3. While we understand the stressful time Miss Y experienced, we consider the Trust has already provided the outcomes Miss Y seeks, during the local resolution process. We explain this decision in more detail below.