Clinical treatment outside hospital; Dentist : A Dental Practice in the area of Cardiff and Vale University Health Board Report Date 15/08/2024 Case Against A Dental Practice in the area of Cardiff and Vale University Health Board Subject Clinical treatment outside hospital; Dentist Case Reference Number 202402005 Outcome Early resolution 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 to inform a formal complaint about her care, and these were not provided despite him supplying the required consent from his wife. Mr D complained that his wife had not received permanent fillings despite multiple appointments and instead said she had been lectured on dental hygiene.
The Ombudsman found that Mr D had provided the required consent for his wife’s records to be released to him but the Practice had not actioned this. Mr D had therefore been unable to submit a formal complaint of his concerns. The Ombudsman also found Mr D had informed the Practice that his preferred method of communication was email.
The Practice agreed to, within 4 weeks, issue Mr D with an apology and explanation about why he was not provided with his wife’s dental records. It also agreed to provide a copy of the records to enable him to submit a formal complaint. The Practice also agreed to confirm to Mr D that the system had been updated with his preferred method of communication. The Ombudsman considered these actions were reasonable and the complaint was closed on this basis.