The Ombudsman investigated a complaint from Mrs M about her son, B’s, orthodontic care (orthodontics is a specialist branch of dentistry concerned with treating irregularities and development of the teeth, jaw and face) by Betsi Cadwaladr University Health Board (“the Health Board”). The investigation specifically considered whether the delay in B being seen by the Health Board’s orthodontic service was unreasonable.
The Ombudsman found that whilst B had waited beyond the recommended referral to treatment time for his first outpatient appointment to discuss treatment, the impact on B was mitigated by the fact that the treatment he requires (jaw surgery) is normally done when the jaw stops growing. This type of surgery would not be carried out until he reached 18 years of age (and he has only done so recently). On this basis, the Ombudsman was satisfied that the triage prioritisation for the referral was appropriate, there was no immediate urgency for B to be seen following the referral given the nature and timescale of the treatment required, and that, in B’s case, the 3-year waiting time was clinically appropriate. The complaint was not upheld.