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Chloe Hands awarded £25,000 in compensation

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A young woman from Cheltenham was awarded £25,000 in compensation from a dental practice after her teeth problems ruined a previous Christmas. Chloe Kimberley Hands, 22, could not eat her lunch due to pain and sensitivity from work by Hewlett Road Dental Surgery in 2014.

The practice has been under new ownership since November 2017 and its current management has no association with this case. The failings Ms Hands experienced led to her unnecessarily losing a tooth. She made an appointment to see Dr Andrew Holliday in February 2012 when she began experiencing toothache. He placed a filling and her pain temporarily subsided.

But in April 2014, Ms Hands returned suffering a familiar sensation.I went to see Dr Holliday again and he told me my tooth had fractured and that he needed to fit a filling, But unfortunately, it didn’t make a difference. The excruciating pain continued.

I didn’t know what to do. After all, I’d seen Dr Holliday and trusted he knew what he was doing. I just thought I must have weak teeth or something.

Ms Hands’ father convinced her to seek a second opinion and she was told several of her teeth would need root canal treatment or to be extracted. Another two had decay.

It just seemed to be never ending and the pain kept getting worse. Eventually another dentist told me one of my teeth couldn’t be saved and needed to be extracted immediately. It made me so anxious and tearful, I was dreading it. At 18, I was far too young to be having a tooth extracted. I didn’t know what people were going to think.

I had to make an appointment on Christmas because my teeth were even sensitive to air. The pain then got so bad that I had to have an emergency appointment on Christmas Eve 2014, so Christmas that year was ruined because I couldn’t eat.

The whole thing was ridiculous.

With the help of specialist dental negligence solicitors, the Dental Law Partnership, Ms Hands successfully pursued a claim.

“The distress and pain our client experienced was completely unnecessary,” said their representative Kyle Padley. If the dentist had carried out adequate treatment in the first place, all of her problems could have been avoided.”

The case was successfully settled in November 2018 when the dentist paid a total of £25,000 in an out of court settlement. The dentist did not admit liability. Spokesman for Hewlett Road Dental Surgery, Nish Patel, said the practice has been in their ownership since November 24 2017.

As a goodwill gesture, the business owners Mr Patel and Dr Ian Seddon have not increased dental plan fees for patients, even though the dental sector has experienced significant increased costs. He apologised to Ms Hands on behalf of the previous management.

The patient has never been seen at the practice since we bought it according to the records we have. Since we purchased the practice so much time, effort and money has been spent to address all the previous shortcomings and the practice has passed the latest CQC inspection which took place in November 2018 and can be found online.

I remember personally during the first three months covering reception from 7am until 10pm on numerous occasions so that patients could be listened to and raise any issues, even though we had limited records.

We are fortunate that we have such supportive and caring patients and we will continue to work even harder to further build on the last 12 months.


Dr Holliday has been banned from being a dentist since February 26 2018. At a review hearing on September 7 2018, the Professional Conduct Committee for the General Dental Council extended the suspension for a further 12 months. A report by the Care Quality Commission found when he was running the Hewlett Road business, the surgery was not safe and not well led.