PSOW Individual Decisions

Mr A complained that a dental practice had not provided treatment for an issue with his front tooth. He said that he had made a complaint regarding this but had not received a response as the dental practice had closed and contact was unable to be made with the dentist that had treated him. The Ombudsman found that Bupa Dental Care could have investigated and responded to Mr A’s complaint, despite not being able to contact the dentist that treated him. Bupa Dental Care agreed to apologise to Mr A, offer him a payment of £100 to reflect the time and trouble taken for him to pursue his complaint and provide a full and final response to his complaint.

Ms A complained about the Dental Practice’s care and management provided to her mother, Dr A, since October 2020. Ms A said that the Practice unreasonably withdrew services because she complained. Ms A also complained about the Dental Practice’s handling of her complaint. The Ombudsman found that aspects of the Dental Practices’ care and management were reasonable and appropriate. However, the Ombudsman found that X-rays were not carried out, or that the reasons for not doing so were not documented. This aspect of Ms A’s complaint was upheld. The Ombudsman upheld Ms A’s complaint about the Dental Practice’s complaint handling. The Ombudsman was satisfied that dental services were not withdrawn because Dr A complained. This aspect of the complaint was not upheld. The Dental Practice agreed to implement the Ombudsman’s recommendations and apologise to Ms A and Dr A for the identified shortcomings, to review its complaints handling to ensure compliance with the accepted complaints handling process and to review guidance relating to the frequency of X-rays for patients with differing levels of risk as part of the dentists continuing professional development.

The Ombudsman found that the concerns were investigated and responded to by the Health Board. The Health Board’s response stated that the Dental Practice had apologised to Mr X, but he said it had not. Following contact from the Ombudsman’s office, the Dental Practice agreed, and immediately took action, to formally write to Mr X to offer its apologies directly to him. The Ombudsman was satisfied that a direct apology had been provided and complaint was therefore resolved.