Mrs C complained about the care and treatment she received from a Dental Practice in the area of Betsi Cadwaladr University Health Board. Mrs C complained that the Practice did not perform dental work to an appropriate standard when it carried out 2 fillings on 27 February and 2 extractions on 20 March 2025. She also complained that the Practice did not provide appropriate aftercare following the extractions of 20 March.
The investigation found that the dental work carried out by the Practice on 27 February and 20 March reached an appropriate standard, so this point of Mrs C’s complaint was not upheld. However, it found that, although the Dentist’s own aftercare was appropriate following the extractions of 20 March, there was a lapse in the Practice’s internal communication. The second point of Mrs C’s complaint was therefore upheld.
The Ombudsman recommended that the Practice apologise to Mrs C for this lapse, and remind reception staff of its process regarding notifying dentists of contact from patients. The Practice agreed to implement the Ombudsman’s recommendations.