Poor
I attended a routine NHS examination with Dr Ali on 5 June 2026. Following X-rays, I was advised that I needed two fillings and an appointment was made for 26 June. I was not told which teeth required treatment, only that one was upper and one lower. I was asked whether I wanted metal or white fillings, to which I replied white. I have only ever received white fillings during my time as an NHS patient at Houstons.
When I returned on 26 June, I was unexpectedly told that I actually needed three fillings due to decay beneath an existing filling. I was not told which teeth were affected and have no idea why this additional decay was not identified during the examination only weeks earlier. I was advised all three fillings could not be completed that day and I would need to return for the third.
The treatment itself was unpleasant and one filling now appears to require a bite adjustment as it remains uncomfortable. I appreciate some post-treatment sensitivity is normal of course.
The main issue arose when I went to pay. As an NHS patient receiving treatment following an NHS examination, I expected to pay the NHS Band 2 charge. Instead, I was presented with a bill of approximately £440. At no point during my examination, or before treatment, was I informed that choosing white fillings would mean private treatment or incur additional charges. There was no discussion of private fees, no written estimate and no opportunity to make an informed financial decision.
Had I been told that white fillings for these teeth were unavailable under the NHS and would cost around £440, I could have chosen NHS treatment or sought private treatment more locally. Instead, I was simply asked whether I wanted white or metal fillings, leading me reasonably to believe I remained under NHS care. Had I wanted private treatment, I would have chosen a dentist closer to home.
Following a discussion with the receptionist, I paid the NHS Band 2 charge (£76.60) and was told the matter would be referred to management. Later that day I received a call advising that Dr Ali's proposed resolution was for me to return so the newly placed white fillings could be removed and replaced with metal fillings. I found this astonishing. My complaint concerned the complete lack of informed financial consent, not the clinical treatment. Suggesting what I understand to comprise clinically sound restorations be removed solely because of a billing dispute caused by the practice's failure to explain costs is, in my view, wholly inappropriate. It would subject me and/or any other patient to an unnecessary, invasive procedure and additional risk, the consequences of which should not fall upon the patient.
I rejected the proposed resolution and requested a copy of the practice's complaints procedure. Despite the request, this has still not been provided.
On 2 July 2026 I received a voicemail advising that management's position remained that I must pay a balance associated with private fees. The receptionist was sympathetic and suggested I speak with the Practice Manager or Area Manager. I was also informed that if I did not pay, I would be deregistered from the practice.
Since moving from Weston-super-Mare, I have been unable to register with an NHS dentist locally and currently travel approximately 1.5 hours to attend this practice. The threat of deregistration, due to the practice's failure, is astonshining.
Given the practice's failure to obtain informed financial consent, its insistence on private payment and the wholly inappropriate proposed resolution from a dentist, I intend to raise this matter with the IBC and if necessary, the Parliamentary and Health Service Ombudsman. I also believe the proposal to remove satisfactory restorations solely to resolve a billing dispute warrants consideration by the GDC from a professional standards perspective.
Overall, my experience has been characterised by poor communication, a complete lack of informed financial consent and an unacceptable response to a legitimate complaint. I cannot recommend this practice.
