Is this poor behaviour on the part of my Dentist's Practice

[Mosaic123]

I've been going regularly to the same Dentist (lets call him Mr A) for many years nearby. I've been at the same practice for about 30 years.

My next appointment was booked 6 months ago.

I found out in casual conversation recently with someone that Mr A has left and been replaced by Mr B.

The dentist's receptionists ring you a couple of days before an upcoming appointment to remind you of the date and time.

This time I said I hear the guy I see has left? Were you going to tell me?

Receptionist replied that they haven't told any of their patients as they have too many.

I resent being treated like this when I'm paying.

Am I being unreasonable? Can this be the right behaviour in the dentistry code of practice? Is it just a cheeky way to treat patients.

If I was to cancel I would probably have to pay for the appointment anyway.

Sounds pretty standard to me.

Totally normal.

I don't see what they did wrong?

So normal, my husband jokes that he never sees the same dentist for more than a year (not moaning though, at least we have an NHS dentist!)

You make an appointment withe the practice normally, not an individual dentist. It would have been nice if they had told you but not essential.

What's your complaint? You still have your dentist appointment with a dentist at the original time agreed, so you're not affected or inconvenienced in any way.

Does it matter who the dentist is when Mr B will surely have access to your records?

You're registered with the practice, so totally normal. Had they cancelled your appointment, you'd have a reason to be annoyed.

If you are against seeing a different dentist, cancel. I'm sure they won't charge you if you explain why.

"I resent being treated like this when I'm paying."

This struck me from your OP, I'm not sure why. The sense of entitlement, I guess? I realise you're paying for a service but you are still receiving that service. Not sure what the practice has done wrong.

They've done nothing wrong - you're not special and will be one of hundreds if not thousands of patients on their lists. Waste of time and money contacting everyone whenever some leaves

It would have been nice to be have been told but they don’t have time to phone hundreds of patients. Sending out letters would cost a fair bit for something that’s not essential.

They've done nothing wrong.

I agree with IP. It sounds like she is a private patient, there you book with a particular one. I have only seen three dentists in the last thirty years, because I pay and I choose who to see. Going to the dentist is bad enough, without seeing some random person every time. The practice should have told you OP.

If it's a private practice then usually you book to see a specific dentist. Anything private that I use will
Usually tell you in advance something like this and ask if you would still like to go ahead.

Honestly, I couldn’t get worked up about this at all.

My lovely dentist told me in person that he was leaving, but I think that was because my last appointment with him was relatively close to his departure (maybe 3 months). Plus I'd been with him for 15 years.

He was a private dentist, but since my divorce I've had NHS dentists and I don't think I'd expect any kind of notification from them, especially as I usually see a different one every time. I'm lucky to be in a great practice though where all the dentists are fab.

Are you paying privately? To be honest for general check ups I wouldn’t care if I turned up to a different orthodontist I would be very unhappy.

i don’t think they have broken any code of practice but given how many people feel very anxious about going to the dentist a courtesy email or text would have been good customer service.

I have always gotten a phone call if either the hygienist or dentist is different. I always rebook for when my preferred staff are available.

i thought it was standard practice to notify patients, but perhaps I get notified because of my dental anxiety.

They should probably have notified you in the confirmation call but other than that they haven't done anything wrong. You're lucky to have a dentist even if it is private

@Mosaic123 the service you are paying for is to have your teeth looked after. This should happen just as effectively with Mr B. I agree it would have been a nice touch for them to let you know, but I don't think it is anything to be aggrieved about.

I pay for private dentistry, and specifically because of the dentist, and I travel over an hour each way because of it. If / when he leaves, there will be no need for me to stay with that practice and I will move to one more local. I imagine that I will turn up one day and he won't be there just like you have, but it's the way of things.

Change is inevitable (other than from vending machines!)

I don't think YABU OP. You obviously found a dentist you were very happy with and now that's been taken away. You may like your new dentist however it's been a surprise hoisted on you.

It would have been good manners for the practice to have let you know.

She's a customer. I don't see why this is so difficult to understand.

The thing is you are registered with a Practice rather than the individual dentist. It would be time consuming and costly to notify everyone.

Also the Practice is a business. They want you to stay with the Practice. If they notified you a long time in advance you might go searching for the dentist's new Practice and transfer, hence losing the Practice money. At the end of the day they care about their income.

It’s a difficult one. 3 months is the usual notice period and they can’t ring everyone individually to tell them. Sometimes if a practice sale is involved it’s all quite confidential until it has completed.
The best thing to do is an email or newsletter on the notice board in reception wishing the old dentist well and welcoming the new.
In your shoes I would have hoped for an email, but that’s all.

My practice has a newsletter. Admittedly I tend not to read it, but I could, and that's where I would expect that sort of news to go.

I’ve never had this. At my practice, it’s the specific dentist, hygienist etc. not the practice. So I’m with OP, it’s unacceptable not to be told.