Centralised dental initiative implementation

Centrally planned dental initiatives failing to increase activity or influence local behaviour due to mixed experiences.

96 items 7 sources
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Where this theme appears

Centralised dental initiative implementation has been flagged across 7 independent accountability sources:

7 PFD reports 21 committee recs 1 CQC action 2 PPO recs 4 IMB recs 18 PHSO decisions 43 LGO/SPSO decisions

When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.

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Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.

Johan Pambou
20 Apr 2017 · Birmingham and Solihull
Concerns: The GP practice lacked an adequate system to action hospital letters, leading to missed vaccinations. Concerns were also raised about the availability of essential vaccines and GPs' knowledge of how to access them.
Response (Johan Pambou): NHS England has established a serious incident group to address issues at the GP practice, including systems for monitoring letters and vaccine availability. They are developing a letter to GPs …
Responded
Bronwyn Williams
13 Sep 2017 · London Inner (North)
Concerns: An urgent dental referral was sent by slow postal service, and the subsequent maxillofacial appointment was significantly delayed for nearly seven weeks due to cancellation and rescheduling.
Response (Homerton University Hospital NHS): Homerton University Hospital is implementing electronic referrals via e-RS for GPs by April 2018. They are taking actions to mitigate risks related to dentists not being able to use the …
Response (Kindandental): Kindandental has applied for an NHS net email address and plans to use it for electronic referrals within two weeks of access and training. They also plan to build functionality …
Responded
Patrick Kelly
17 Apr 2019 · South Yorkshire (West)
Concerns: Care centres fail to prioritise dental hygiene and services, leading to potentially worsened conditions and lacking policies for managing missed appointments or identifying dental care needs.
Response (Roseberry Care): The care home has implemented a Resident of the Day procedure for care file updates, reviews of care plans, and a diary record for tracking residents' dental care; staff have …
Responded
Ivan O’Neill
02 Dec 2020 · East London
Concerns: Inadequate patient monitoring due to a frail, restless patient being out of sight, combined with an insufficiently sensitive dialysis alarm, delayed detection of a critical bleed.
Overdue
Ann Stillwell
08 Dec 2020 · East London
Concerns: The Commissioner failed to authorise essential 1:1 care for a patient at high risk of falls, despite it being the only identified method to mitigate her specific risks.
Response (Clinical Commissioning Group): The Clinical Commissioning Group has already introduced changes to the process of requesting 1-to-1 care by care providers in November 2020, including routing requests to a senior nurse assessor for …
Response (Dept of Health and Social Care): The Department of Health and Social Care acknowledges the concerns raised and states that the CCGs are responsible for commissioning 1:1 care and have provided a response detailing actions taken. …
Responded
John Fallon
04 Nov 2022 · Manchester South
Concerns: Care homes lack routine speech and language therapy assessments for denture changes, leading to unsuitable diets and increased choking risk due to delayed dental services. Furthermore, care homes do not routinely have suction machines for choking emergencies.
Response (Greater Manchester Integrated Care): NHS Greater Manchester Integrated Care will share learning from this case with the Greater Manchester System Quality Group and cascade it to professionals through relevant governance and learning forums. The …
Responded
Barry Lall
15 Aug 2023 · Central and South East Kent
Concerns: The General Dental Council's practice of publishing extensive, detailed allegations on its website for unconcluded cases can cause significant mental health distress to practitioners who are contesting them.
Response (General Dental Council): The GDC is undertaking a review of its policy on publishing Interim Order determinations and holding hearings in public, aiming to balance public interest with the interests of the registrant, …
Responded
#24 — National mobile dental van initiative proved ineffective; no Integrated Care Boards invested
Public Accounts Committee
Recommendation: The idea of identifying ICBs to commission mobile dental vans seems a particular example of an ineffective interaction between a national policy and an appropriate measure on the ground. NHSE and DHSC identified twelve ICBs to deliver the initiative,69 but …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 Whilst NHSE sought to engage ICBs and regional colleagues in the development of the Dental Recovery Plan (DRP) NHSE acknowledge that there …
Partially Accepted
#23 — Centrally planned dental initiatives failed to increase activity or influence local behaviour
Public Accounts Committee
Recommendation: The dental recovery plan’s four main initiatives were centrally planned by NHSE and DHSC with instructions given to commissioners as to how to carry them out.65 The plan’s delivery, therefore, was heavily reliant on ICBs implementing these initiatives at a …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 Whilst NHSE sought to engage ICBs and regional colleagues in the development of the Dental Recovery Plan (DRP) NHSE acknowledge that there …
Accepted
#18 — Dental recovery plan ambition misaligned with targets, failing to ensure universal access
Public Accounts Committee
Recommendation: The initial announcement of the dental recovery plan claimed that its aim was to “significantly expand access so that everyone who needs to see a dentist will be able to”.51 However, that ambition was never aligned to the actual targets …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Partially Accepted
#17 — Limited progress and insufficient data for evaluating other dental recovery plan initiatives
Public Accounts Committee
Recommendation: In terms of the other initiatives, NHSE confirmed that it is too early to say whether the uplift to £28 minimum UDA value has had any impact.46 It said that it will only be after the year end that data …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Accepted
#15 — Acknowledgement of dental recovery plan failure and inability to quantify additional treatments
Public Accounts Committee
Recommendation: At our session in February 2025 DHSC acknowledged that whilst the concept behind the initiatives were “entirely reasonable” the initiatives in the plan had ultimately not been successful, and that one—the new patient premium—”clearly failed”.40 NHSE also agreed that the …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Not Addressed
#14 — Dental recovery plan failing to deliver expected treatments, with initiatives showing poor progress
Public Accounts Committee
Recommendation: The NAO’s report found that the plan was not on track to deliver the expected number of additional courses of treatment.37 When the report was published in November 2024: • fewer new patients had been treated under the NPP than …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Not Addressed
#4 — Articulate improved central-local coordination and support for ICBs in future NHS dentistry plans.
Public Accounts Committee
Recommendation: The dental recovery plan relied on centrally planned and imposed initiatives that ultimately failed to positively influence the amount of care delivered by dental practices. The dental recovery plan set out national initiatives that relied on take–up and delivery at …
Gov response: The government agrees with the Committee’s recommendation. also note that there has been no reduction in dental funding in 2025-26 and that the dental ringfence is being extended into 2026-27 to provide further support to …
Accepted
#2 — Publish a detailed evaluation of the dental recovery plan's spending, initiatives, and impact on NHS dentistry access.
Public Accounts Committee
Recommendation: The dental recovery plan was never going to deliver its headline ambition that everyone who needs to see an NHS dentist would be able to, and has failed even to deliver the hoped for 1.5 million additional courses of treatment …
Gov response: The government agrees with the Committee’s recommendation. the data necessary to provide this confirmation will be available from Summer 2025. Factoring in time for analysis of this data NHSE would expect to be able to …
Accepted
#11 — Uncertainty surrounds timeframe for fundamental NHS dental contract reforms, hindering access improvements
Public Accounts Committee
Recommendation: DHSC told us that it believed that those reforms “made a useful difference” and were a “step in the right direction”.21 We note, however, that the NAO report found that it saw no evidence of a full evaluation of these …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: to be advised 1.2 To rebuild dentistry in the long term, work on the government’s ambition to reform the dental contract with a shift …
Not Addressed
#9 — Significant funds recovered from dental contracts due to under-delivered care.
Public Accounts Committee
Recommendation: The NAO report reflects this last point, finding that in 2022–23 £479 million was recovered from dental contracts where practices had not delivered the full amount of care that they had been contracted for.17
Gov response: 4.11 Where there have been changes to individual practice funding levels this will have been because of either: • practices asking to reduce their NHS commitment, or • ICBs taking steps to release monies from …
Accepted
#33 —
Health and Social Care Committee
Recommendation: We did not consider the fluoridation proposals during our evidence session. That said, it was covered by a number of submissions from both individuals and organisations that were opposed to the proposal and several clinical bodies that were in favour …
No Published Response
#187 —
Science, Innovation and Technology Committee
Recommendation: However, both our Committees heard that other resources could have been used more effectively in the initial expansion of testing capacity. Professor Sir Chris Ham explained that initially the Government was “very much focused on building capacity in the commercial …
Under Consideration
#186 —
Science, Innovation and Technology Committee
Recommendation: Evidence received by the Science and Technology Committee suggested that taking a centralised approach to increasing testing capacity was appropriate as it might not have been practical to focus on boosting local-level capacity alone. For example, Dr Richard Harling, Director …
Under Consideration
#187 —
Science, Innovation and Technology Committee
Recommendation: However, both our Committees heard that other resources could have been used more effectively in the initial expansion of testing capacity. Professor Sir Chris Ham explained that initially the Government was “very much focused on building capacity in the commercial …
Gov response: The government partially accepts this recommendation. The government agrees that there is positive learning and engagement to be had with other countries, practitioners, and disciplines, as it has done since the start of the pandemic …
Under Consideration
#186 —
Science, Innovation and Technology Committee
Recommendation: Evidence received by the Science and Technology Committee suggested that taking a centralised approach to increasing testing capacity was appropriate as it might not have been practical to focus on boosting local-level capacity alone. For example, Dr Richard Harling, Director …
Under Consideration
#25 — NHS dental contract uses Units of Dental Activity to measure treatment complexity
Public Accounts Committee
Recommendation: Under the current NHS dental contract, dentists are contracted to deliver a certain number of Units of Dental Activity (UDAs). Based on current treatment bands, there are six different levels of UDAs that a treatment can attract depending on the …
Gov response: 5.1 The government agrees with the Committee’s recommendation. 5.2 The government is conducting analysis on the ‘actual costs’ of providing dental care and engaging with the BDA on this work, which the government expects will …
Not Addressed
#22 — Integrated Care Boards hold delegated responsibility and flexibilities for local dental service commissioning
Public Accounts Committee
Recommendation: Responsibility for commissioning dental services was delegated to integrated care boards (ICBs) in April 2023.62 Within the national dental contractual framework, ICBs have some flexibilities that NHSE says should help them to tailor services to meet specific population needs.63 This …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 Whilst NHSE sought to engage ICBs and regional colleagues in the development of the Dental Recovery Plan (DRP) NHSE acknowledge that there …
Partially Accepted
#20 — Additional dental recovery plan costs deemed affordable due to significant budget underspends
Public Accounts Committee
Recommendation: The £200 million assumed cost of the dental recovery plan was to be drawn from expected underspends in the dental budget for 2024–25.57 As there was an under–spend of £392 million in 2023–24, NHSE and DHSC said that this additional …
Not Addressed
#13 — The 2024 dental recovery plan introduced four distinct headline initiatives
Public Accounts Committee
Recommendation: The 2024 dental recovery plan included four headline initiatives, which aimed to provide an additional 1.5 million courses of treatment at a cost of £200 million in 2024–25.34 Funding for these initiatives would be drawn from anticipated underspends in the …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Not Addressed
#1 — Committee heard evidence on NHS dentistry and the dental recovery plan.
Public Accounts Committee
Recommendation: On the basis of a report by the Comptroller and Auditor General, we took evidence from the Department for Health and Social Care (DHSC) and NHS England (NHSE) on NHS dentistry and the dental recovery plan.1
Gov response: The government agrees with the Committee’s recommendation. the main underlying drivers of ill-health and tackling persistent inequalities in health. This includes a shift from sickness to preventing illnesses before they happen. As a first step …
Accepted
#10 —
Public Accounts Committee
Recommendation: However, NHS England was unable to tell us how many more dentists it expected these reforms to produce, or by when they would appear. It told us that a sustainable solution required further engagement with the dental profession on the …
Gov response: 6.1 The government agrees with the committee’s recommendation Recommendation implemented 6.2. Securing recovery of dental access is a key NHS priority. The pandemic had a significant impact on the delivery of dental services and NHS …
Accepted
P-003192 — A dental practice in the Somerset area
Ms L complains the Practice missed opportunities to treat and diagnose her periodontal (gum) disease and failed to follow specialist advice to manage it.
NHS in England Partly Upheld Dec 2024
P-003471 — A dental practice in the South Ribble area
Miss L complains about the denture the Practice fitted and that it did not fix the problem. She also complains about the information in the referral to the dental hospital.
NHS in England Dec 2024
P-003245 — Sheffield Teaching Hospitals NHS Foundation Trust
Mr T complains the dental hospital at the Trust wrongly discharged him from the service without any follow up, with an ongoing infection that needed further treatment and care.
NHS in England Dec 2024
P-003761 — Manchester University NHS Foundation Trust
Mr H complains about delays in dental treatment caused by the Trust’s handling of his referral and helpline calls between April and December 2024.
NHS in England Aug 2025
P-002022 — mydentist
Mrs R complains the Practice failed to diagnose an abscess and gum disease. She also complains it took a long time to respond to her complaint.
NHS in England Jun 2023
P-002024 — A dental practice in the Kensington and Chelsea …
Ms A complains the dentist did not examine or operate on her teeth properly. She says it refused to refund fees for fixed braces and removed her and her son from the Practice's list of patients.
NHS in England Jun 2023
P-002045 — Royal Free London NHS Foundation Trust
Mr O complains the Trust removed four teeth in August 2017 and he experienced ongoing pain after this. He says in December 2022 he found out that two roots had been left in and one was seriously infected.
NHS in England Jun 2023
P-002056 — A dental practice in the Croydon area
Mrs O complains the Practice gave her misleading information before she had treatment. She says if she had known the truth, she would not have gone ahead with the treatment.
NHS in England Jun 2023
P-003851 — A practice in the Birmingham area
Miss T complains the Practice did not diagnose her correctly.
NHS in England Jun 2023
P-002786 — A dental practice in the Leicestershire area
Miss H complains the Practice did not remove her tooth during an emergency appointment when she had intense pain.
NHS in England Jul 2024
P-003119 — Bristol, North Somerset and South Gloucestershire Integrated Care …
Mr K complains the ICB lost his Independent Funding Request application made in February 2022 for NHS dental funding to support the root canal work he needed.
NHS in England Nov 2024
P-003484 — A dental practice in Essex area
Mr R complains about the Practice's decision not to refer him for specialist treatment and to remove him from the Practice register.
NHS in England Apr 2025
P-003496 — An independent provider in the Isle of Wight …
Mr K complains about his care and treatment between February and June 2023. He complains he was unable to attend some medical appointment because nobody sent for him, he has not had dental treatment since May 2023 and he is not allowed to hold medicine in his cell.
NHS in England Apr 2025
P-003673 — A dental practice in the Breckland area
Mr A complains about the lack of treatment he received from 2022 to 2023 with regards to his fillings.
NHS in England Upheld Jul 2025
P-002755 — A dental practice in the City of Westminster …
Mrs O complains the Practice gave her new dentures between July and September 2023, despite recommending she see a private specialist instead. She complains the dentures did not fit and were not fit for purpose.
NHS in England Jul 2024
P-004734 — A dental practice in the Salford area
Mr A complains about aspects of dental treatment he received from his Practice.
NHS in England Jan 2026
P-001899 — A dental practice in the Barking and Dagenham …
Mrs U complains the dentist drilled more than needed during a procedure, causing the tooth to break the next morning.
NHS in England Mar 2023
P-002416 — NHS England
Mr I complains NHS England did not take his complaint about his dental practice seriously and delayed responding to him.
NHS in England Jan 2024
NIPSO-202004300 — Northern Health and Social Care Trust
A young boy who had autism and was non-verbal was left in pain after the Northern Health Trust failed to give him the care he needed.
NIPSO (NI Public Service… Health & Social Care Upheld Nov 2025
PSOW-202102655 — A Dental Practice in the area of Betsi …
Mrs C complained that the Practice failed to undertake adequate and appropriate monitoring of the condition of her teeth following root canal treatment (“RCT”) in April 2016. She also complained that she did not receive prompt and appropriate treatment when complications arose following that RCT. The Dentist who carried out …
PSOW (Public Services Om… Health Upheld Aug 2022
PSOW-202403027 — A Dental Practice in the area of Cwm …
Miss X complained about the care she received from the Practice during and following root canal treatment. Miss X said she had complained to the Practice but no formal response had been provided to her. The Ombudsman found that the Practice had not considered Miss X’s email as a formal …
PSOW (Public Services Om… Health Jul 2024
PSOW-202401292 — Cwm Taf Morgannwg University Health Board
Mr A complained about issues relating to his ongoingwait for knee surgery. Instead of formally investigating and responding to MrA’s complaint, the Health Board sought to informally resolve the matter. The Ombudsman was concerned that the Health Board didnot resolve Mr A’s complaint and had not formally investigated and responded …
PSOW (Public Services Om… Health Nov 2024
PSOW-202406333 — A Dental Practice in the area of Betsi …
Miss B complained that a Dental Practice in the area of Betsi Cadwaladr University Health Board had removed her from its patient list after she raised concerns with it about dental charges. The Ombudsman found that the dental charges were for private treatment, so fell outside of her remit. Miss …
PSOW (Public Services Om… Health Nov 2024
PSOW-202500827 — A Dental Practice in the area of Betsi …
Ms A complained that the Practice had not fully responded to her complaints regarding care and treatment supplied over a number of years. Following assessment of the complaint, the Ombudsman decided that some of Ms A’s complaints were out of time for consideration. Ms A had, however, approached the Practice …
PSOW (Public Services Om… Health Aug 2025
PSOW-202200241 — A Dental Practice in the area of Betsi …
Ms X complained to the Practice on behalf of Ms Y on 14 December 2021. Ms X complained to the Ombudsman on 6 April 2022 as the Practice had failed to respond to the complaint. The Ombudsman contacted the Practice as she was concerned about the length of time it …
PSOW (Public Services Om… Health May 2022
PSOW-202202324 — Powys Teaching Health Board
Ms X complained that the Health Board refused to investigate her complaint about why she and her son were removed as patients from a dental surgery within the Health Board’s area. The Ombudsman decided that the Health Board should provide Ms X with a further written response (by 23 August) …
PSOW (Public Services Om… Health Aug 2022
PSOW-202203142 — A Dental Practice in the area of Aneurin …
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 …
PSOW (Public Services Om… Health Sep 2022
PSOW-202204027 — A Dental Practice in the area of Swansea …
Mrs T complained that the Dental Practice wrote to her and informed her that she had been removed from its patient list on the basis she had been rude and aggressive. Mrs T further complained that despite her writing to the Practice to reconsider the decision, she had not received …
PSOW (Public Services Om… Health Nov 2022
PSOW-202400599 — A Dental Practice in the area of Cardiff …
Mr C complained about the care he received from the Practice. Mr C said that the Practice failed to discuss his treatment with him in detail or tell him that the person who would carry out the treatment would be a dental therapist, rather than a dentist. Mr C also …
PSOW (Public Services Om… Health Jun 2024
PSOW-202402584 — A Dental Practice in the area of Aneurin …
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 …
PSOW (Public Services Om… Health Sep 2024
PSOW-202402661 — A Dental Practice in the area of Swansea …
Mr C who had complained to the Dental Practice about the poor fitting dentures that he had paid for, was unhappy that in a telephone conversation the Dental Practice had informed him that he had been “struck off their register” due to a breakdown of trust. Mr C, who had …
PSOW (Public Services Om… Health Sep 2024
201803528 — A Dentist in the Highland NHS Board area
Mr C visited his dentist due to pain in one of his teeth and agreed to a proposed course of treatment with the dentist. Mr C believed this would be provided under the NHS. Mr C found the communication around the cost of the treatment confusing saying that the dentist …
SPSO (Scottish Public Se… Health Upheld Nov 2019
202303944 — A Dentist in the Grampian NHS Board area
C complained about the care and treatment that their child (A) received from a dentist. A injured their front tooth and attended their dental practice for an emergency appointment. The dentist noted there was a 1mm extrusion (tooth displacement) but decided that no treatment was needed. C complained that the …
SPSO (Scottish Public Se… Health Upheld Jan 2025
202408340 — A Dental Practice in the Greater Glasgow and …
C complained about being de-registered from their dental practice. C also complained that the practice failed to handle their complaint reasonably. Due to a broken tooth, C phoned for an emergency appointment and was told they could attend the same day. However when C arrived, they were given a temporary …
SPSO (Scottish Public Se… Health Upheld May 2025
202303671 — A Dental Practice in the Grampian NHS Board …
C complained about the care and treatment provided to them by their dental practice. C complained about a tooth extraction and the potential failure to fully remove the root of the tooth. The dentist performed an x-ray and examined C’s mouth but did not identify any evidence of infection or …
SPSO (Scottish Public Se… Health Upheld Sep 2025
202411526 — A Dentist in the Lothian NHS Board area
C complained about the dental care and treatment that they received. C underwent root canal treatment (RCT) on their lower right tooth. C said that this was not performed appropriately and that they should have been referred earlier to an endodontist (a dentist with special training to treat problems affecting …
SPSO (Scottish Public Se… Health Upheld Nov 2025
PSOW-202001682 — A Dental Practice in the area of Betsi …
Ms A complained about the care she received from 2016 onwards from a dentist (“the First Dentist”) based at the Dental Practice and questioned whether it was of an adequate standard. She also remained unhappy with the First Dentist’s handling of her complaint. The Ombudsman’s investigation concluded that the care …
PSOW (Public Services Om… Health Upheld May 2021
PSOW-202201244 — A Dental Practice in the area of Hywel …
Mrs A complained about a Dentist in the area of Hywel Dda University Health Board (“the Dentist). She said that inaccurate information provided during an appointment in June 2019 led her to believe that her daughter’s application for NHS orthodontic treatment had been declined due to her not meeting the …
PSOW (Public Services Om… Health Jul 2022
PSOW-202203363 — A Dental Practice in the area of Cardiff …
Ms A complained about the dentalcare and treatment provided by the Dental Practice for her son’s injured front tooth. Ms A said that the Dentist had given contradictory and incorrect advice about her son’s treatment plan and the need for specialist referral. Ms A was also concerned that Dentist who …
PSOW (Public Services Om… Health Feb 2023
PSOW-202207364 — Betsi Cadwaladr University Health Board
Ms A complained that she was on a waiting list for dental treatment for over two years because Betsi Cadwladr University Health Board sent her referral to the wrong dental practice. Ms A said that the referral was because she had her teeth removed due to chemotherapy. Ms A said …
PSOW (Public Services Om… Health Feb 2023
PSOW-202207460 — Cardiff and Vale University Health Board
Mr A complained about treatment provided by Cardiff and Vale University Health Board’s Dental Hospital. He said that the removal of 3 teeth had resulted in difficulty eating and his speech being affected. The Ombudsman found that the Health Board had failed to contact Mr A to agree with him …
PSOW (Public Services Om… Health Mar 2023
PSOW-202200104 — A Dental Practice in the area of Aneurin …
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 …
PSOW (Public Services Om… Health Upheld Jun 2023
PSOW-202304109 — An NHS Independent Provider Dental Practice
Ms C complained that the dental practice failed to respond to communication, in particular a complaint she raised in May 2023. The Ombudsman found that the dental practice overlooked Ms C’s initial complaint which was received via email. She said that this caused distress and frustration to Ms C. The …
PSOW (Public Services Om… Health Oct 2023
PSOW-202308011 — A Dental Practice
Mr X complained that the dental practice did not fully respond to all aspects of his complaint, submitted to it in August 2023. The Ombudsman decided that the dental practice had failed to respond fully to the complaint. She said this caused frustration and uncertainty to Mr X. She decided …
PSOW (Public Services Om… Health Feb 2024
PSOW-202404270 — A Dental Practice in the area of Swansea …
Mr M complained that the Practice had failed to respond to his complaints about the poor care and treatment provided to him. The Ombudsman found that the Practice had responded to one complaint but that there had been a failure to respond to the second complaint and this had caused …
PSOW (Public Services Om… Health Oct 2024
201201761 — A Dentist in the Greater Glasgow and Clyde …
Mr C complained about root canal treatment that he had received. He told us that after it he was left with periodic pain for two years, and that he had to pay for corrective work to be carried out by a new dentist. After taking independent advice from a dental …
SPSO (Scottish Public Se… Health Upheld Jun 2013
201301139 — A Dentist in the Lothian NHS Board area
Mr C complained that his dentist did not provide a reasonable standard of treatment. At Mr C's initial appointment, the dentist carried out a detailed examination. She noted that there was extensive decay in one of his lower wisdom teeth and that it might require extraction. When Mr C returned …
SPSO (Scottish Public Se… Health Upheld Jan 2014
201300569 — A Dental Practice in the Forth Valley NHS …
Mr C complained that, due to a high staff turnover within the practice, he had been seen by a number of different dentists over the years. He said that each dentist changed his treatment plan and, as a result, his gum disease was never treated. In responding, the practice noted …
SPSO (Scottish Public Se… Health Not Upheld Sep 2015
201402414 — A Dentist in the Lothian NHS Board area
Ms C complained on behalf of her son (Mr A) about the treatment he had received from his dentist. Mr A had x-rays taken of his teeth and an area of decay was identified in a tooth. The dentist considered that this required a filling and carried out the treatment …
SPSO (Scottish Public Se… Health Not Upheld Feb 2016
201700458 — A Dentist in the Lothian NHS Board area
Mr C attended his dentist over a period of months for treatment for severe tooth pain. The dentist extracted one tooth and referred Mr C to the dental hospital to have a second tooth extracted. When Mr C attended the hospital, they identified a number of issues regarding his teeth. …
SPSO (Scottish Public Se… Health Upheld Dec 2017
201608679 — A Dentist in the Tayside NHS Board area
Miss C complained about the treatment a dentist provided to her over a number of years. We took independent advice from a dental adviser. We found that there was a failure by the dentist to observe decay in three teeth, and possibly other teeth. Consequently, the dentist failed to plan …
SPSO (Scottish Public Se… Health Upheld Apr 2018
201608807 — A Dentist in the Greater Glasgow & Clyde …
Mrs C attended the dentist for restorative crowning treatment of one of her teeth, having recently completed a course of private orthodontic treatment. Following completion of the crown preparatory work, Mrs C complained that her retainer felt slack and that there was subsequent movement in one of her teeth between …
SPSO (Scottish Public Se… Health Not Upheld Jan 2019
PSOW-202303004 — A Dental Practice in the area of Hywel …
Ms P complained that the Practice failed to formally respond to a complaint she raised in February 2023. The Ombudsman found that the Practice had met with Ms P to discuss her complaint but it failed to issue a response in writing. This caused additional frustration for Ms P. The …
PSOW (Public Services Om… Health Aug 2023
PSOW-202402005 — A Dental Practice in the area of Cardiff …
Mr D complained about the care and treatment his wife had received from the Practice. He complained about communication including that she had attended an appointment which was cancelled without prior warning. He also complained that he had requested copies of his wife’s records on 13 March 2024, in order …
PSOW (Public Services Om… Health Aug 2024
PSOW-202304436 — Cardiff and Vale University Health Board
Mr C complained about the care and treatment provided to him by Cardiff and Vale University Health Board (“the Health Board”). The investigation considered whether the care and treatment Mr C received between 17 May and 27 September 2022 from the Health Board’s Oral and Maxillofacial Surgery Team was appropriate …
PSOW (Public Services Om… Health Not Upheld Oct 2024
PSOW-202407414 — A Dental Practice in the area of Cardiff …
Miss A complained about the care and treatment provided to her by a Dental Practice in the area of Cardiff & Vale University Health Board (“the Practice”), and she raised concerns about her discharge. Miss A said the Practice’s response to her complaint was inadequate, vague, and failed to address …
PSOW (Public Services Om… Health Feb 2025
PSOW-202406982 — A dental practice in the area of Powys …
Mr A complained that the dental practice did not fully respond to his formal complaint submitted to it in October 2024. The Ombudsman decided that the dental practice had failed to respond to a second letter of complaint from Mr A. She decided to settle the complaint without an investigation. …
PSOW (Public Services Om… Health Mar 2025
201101095 — A Dental Practice, Highland NHS Board
Mrs C's son (Mr A) was removed from his dental practice’s list of patients. When he attended a new dentist, he was told that he needed at least nine fillings. Mrs C complained that the original dentist had provided inadequate dental treatment to her son resulting in the need for …
SPSO (Scottish Public Se… Health Upheld Dec 2011
201100466 — A Dental Practice, Greater Glasgow and Clyde NHS …
Ms C was referred to a dentist for root canal treatment under sedation. Following treatment, Ms C developed an infection, which she felt was due to inappropriate dental treatment. She also complained that, when she attended to have her stitches removed, the dentist initially refused to do so until Ms …
SPSO (Scottish Public Se… Health Partly Upheld Dec 2011
201101191 — A Dental Practice, Ayrshire and Arran NHS Board
Mrs C visited her dentist to have a crown checked that had been causing her pain. After treatment, Mrs C complained that the dentist had extracted a perfectly healthy crown and had failed to give her any anaesthetic at the initial attempt to extract the crown. Mrs C said that …
SPSO (Scottish Public Se… Health Not Upheld Mar 2012
201608073 — A Dental Practice in the Greater Glasgow and …
Mrs C complained to us on behalf of her husband (Mr A) about dental treatment he had received from the practice. Mr A went to his dentist regarding a tooth that was causing him pain. The tooth was x-rayed and subsequently filled. Mr A experienced severe pain overnight after having …
SPSO (Scottish Public Se… Health Not Upheld Aug 2017
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