Clinical treatment outside hospital; Dentist : A Dental Practice in the area of Cwm Taf Morgannwg University Health Board Report Date 31/07/2024 Case Against A Dental Practice in the area of Cwm Taf Morgannwg University Health Board Subject Clinical treatment outside hospital; Dentist Case Reference Number 202403027 Outcome Early resolution 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 complaint and it had not therefore addressed Miss X’s complaint fully. The Ombudsman said this caused inconvenience and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Practice to provide Miss X with a written apology for its failure to log her complaint and to provide her with a formal complaint response within 3 weeks.