Bristol dentists 'gave patients ultimatum' before NHS sign-up

At Lodge Causeway Dental Centre in east Bristol, several individuals who queued for hours to register as NHS patients have reported being required to pay for a hygienist appointment before they were allowed to sign up. According to these patients, upon reaching the reception desk, they faced what felt like an ultimatum: pay £69 for a hygienist visit or be denied NHS registration. One patient, Alice Worthington from south Bristol, explained that despite not needing a hygienist session—having recently had one privately—she felt compelled to pay the fee due to the difficulty of securing NHS dental care. “It’s impossible to find an NHS dentist, so I paid the £70,” she said.

The dental practice has responded by stating that the hygienist appointments were presented as an optional service offered alongside a standard check-up, apologizing for any confusion caused. Since holding an open day in September, Lodge Causeway has seen 2,591 NHS patients but only provided 108 hygienist appointments. The practice also explained that its system automatically processes payment for hygienist appointments upfront, though it acknowledged that some patients found this approach inappropriate. A contract between the NHS and dentists makes it clear that a dental provider cannot refuse NHS patients simply because they decline to pay for private services.

During the open day on 6 September, thousands gathered in the hope of securing NHS dental registration. Alice Worthington reported queuing for about three and a half hours before reaching reception, where she was then informed about the charge for the hygienist appointment. Staff in the queue did not mention any requirement to pay this fee beforehand, and some patients, including a woman who had called earlier that week, were upset about not being informed. Worthington chose to pay because she believed it would eventually be cost-effective, but she expressed sympathy for those who might not have been able to afford the additional cost.

Another patient, Sam Mellor from Bedminster, arrived early and reached reception by mid-morning. After hearing about others paying the £69 fee, he asked staff whether this was mandatory. He was told that to register as an NHS patient, a hygienist appointment had to be booked and paid for beforehand, even if the payment could be made later. Mellor complied with this, although he later complained via email about feeling forced into the arrangement. The dental centre replied that the hygienist appointment was merely an offer; however, Mellor and others perceived it as an ultimatum. Eddie Crouch, chair of the British Dental Association, described the situation as “alarming,” emphasizing that patients should not be pressured into paying for private services to access NHS dental care. The practice has issued an unreserved apology and invited those affected to discuss their concerns, while the local NHS Integrated Care Board reinforced that patients should not be compelled to pay for appointments at registration and encouraged anyone with complaints to get in touch

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