Mrs L complained that although she had raised several formal complaints to the Dental Practice by telephone and in writing, she had not yet received a response to the concerns raised around her husband’s dental care.
The Ombudsman found that Mrs L’s complaint had been overlooked and that this had caused delays and frustration for Mrs L.
The Ombudsman sought and gained the Practice’s agreement to seek authorisation for Mrs L to act on behalf of her husband, offer an apology for the delays and provide a formal complaint response within 30 working days.