TEXAS, USA — Since 6 News reported on the 6 Fix story regarding Monica Conway, a Temple woman who claimed she was dropped as a client while receiving care at Aspen Dental, hundreds of comments and messages have swarmed our social media pages with people expressing their same experiences with the company.
In September 2023, Conway was removed as a patient for an unknown reason after her bottom dentures did not fit. She had paid over $3,200 out of pocket for the procedure.
After our story aired, Aspen Dental officials told Conway she would receive a full refund and be sent to a different office to make her new bottom dentures.
While this is great for Conway, it may not happen for everyone who experiences this sort of situation. So the Texas State Board of Dental Examiners (TSBDE) recommends clients submit their claim to them if they believe they're experiencing patient abandonment.
TSBDE executive director Casey Nichols answered questions about the steps it takes to submit your claim and what exactly happens after.
- What should someone do when they feel they have been abandoned by their physician?
A patient should seek care from another physician. Patients also have the option to file a complaint against a dentist if they believe they have been abandoned. - How often does patient abandonment occur in the state of Texas?
In Fiscal year 2023, TSBDE received 24 complaints of patient abandonment. This is a very low number considering the agency received a total of 941 complaints last year. - Is there a time limit on when a patient can submit a claim?
Yes, 4 years. - What does the Texas State Board of Dental Examiners do once a patient submits their claim?
Once TSBDE receives a complaint, it is reviewed by a member of the Investigations Division. Once we determine that a complaint is jurisdictional, we begin the investigation process by contacting the dental office, collecting records and conducting interviews. Once the case file is complete it is sent to the Dental Review Panel for review. The Dental Review Panel is a panel of experts who review cases on behalf of the agency. If a violation is found, the case will be assigned to an attorney. The licensee has the option to try and settle the case with the agency or dispute the case at the State Office of Administrative Hearings. If the case is disputed, the case will be heard before an administrative law judge. The rules governing TSBDE's complaint and investigation process may be found here. - Are there red flags a potential patient should look out for before agreeing to get dental work done?
Patients have the option to look up their dentist on the Public License Search on the TSBDE website. If a dentist has been disciplined by the Board, the information will appear on the public profile. - How important is it for people to know their dental rights prior to getting procedures done at a dental office?
It's important for all patients to be advocates for themselves. Information on TSBDE rules and regulations can be found on the TSBDE website.
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