Centralised dental initiative implementation
Centrally planned dental initiatives failing to increase activity or influence local behaviour due to mixed experiences.
Source spread
Where this theme appears
This theme appears across 8 independent accountability sources, so the source mix matters as much as the headline total.
7 PFD reports
24 committee recs
1 CQC action
2 PPO recs
4 IMB recs
18 PHSO decisions
43 LGO/SPSO decisions
Browse by source
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.
Prevention of Future Deaths reports(7)
Johan Pambou
Concerns: The GP practice's system for monitoring and actioning hospital letters was insufficient, leading to missed vaccinations. Concerns were also raised about the availability of the pneumovax23 vaccine and GPs' understanding of how to access it.
Response (Johan Pambou): • A serious incident group was established, and the merged practice implemented an action plan including dedicated immunisation clinics and improved electronic recording of hospital letters. • NHS England initiated … (AI summary)
Responded
Bronwyn Williams
Concerns: The coroner noted that the urgent referral process was slow and cumbersome, being made by post. Additionally, there was a significant delay in securing a maxillofacial unit appointment, with the rescheduled date nearly seven weeks after the initial referral.
Response (Homerton University Hospital NHS): • The Trust confirmed it had developed an action plan in response to the Prevention of Future Deaths report. • The Trust noted that dentists were unable to use the … (AI summary)
Response (Kindandental): • Kindandental applied for and provided information for an NHS net email address to facilitate electronic referrals. • The organisation reviewed and updated its referral pathways, disseminating this information to … (AI summary)
Responded
Patrick Kelly
Concerns: Roseberry Care Centres did not adequately prioritise dental hygiene or dental service provision for residents, which potentially worsened a dental abscess. There were also insufficient policies for managing missed dental appointments and identifying when appointments were required.
Response (Roseberry Care): • The organisation implemented a 'Resident of the Day' procedure for monthly care plan reviews and updates, including resident and/or relative involvement. • A diary record was implemented to track … (AI summary)
Responded
Ivan O’Neill
Concerns: The patient was positioned out of sight from the nurses' station, and the dialysis equipment's alarm was insufficiently sensitive to promptly detect significant blood loss from a dislodged needle.
Overdue
Ann Stillwell
Concerns: The coroner identified that 1:1 care, which was the only way to mitigate Mrs Stillwell's high risk of falls, was not authorised by the Commissioner for her care.
Response (Clinical Commissioning Group): • The Clinical Commissioning Group introduced changes to its process in November 2020 to reduce the risk of similar incidents. • The Clinical Commissioning Group agreed additional actions for implementation … (AI summary)
Response (Dept of Health and Social Care): • The Department noted that Barking and Dagenham Havering, and Redbridge CCGs have implemented a requirement for requests for 1:1 care to be sent to the Head of Service and … (AI summary)
Responded
John Fallon
Concerns: The coroner identified concerns regarding the lack of routine SALT assessments for care home residents who stop using dentures, which can lead to unadjusted diets. Limited access to dental services delays denture replacements, and care homes do not routinely have suction machines to assist during choking incidents.
Response (Greater Manchester Integrated Care): • The nursing home reviewed and updated all choking risk assessments, nutritional care plans, and oral health care plans, implementing new procedures for mealtime risk assessment and food consistency charting. … (AI summary)
Responded
Barry Lall
Concerns: The coroner raises concerns about the level of detail published on the GDC website regarding allegations against dental practitioners before proceedings are concluded, noting a potential detrimental effect on individuals' mental health.
Response (General Dental Council): • The General Dental Council (GDC) had initiated a review of its guidance and policy concerning the publication of Interim Order outcomes and the conduct of public hearings. • Following … (AI summary)
Responded
Select committee recommendations(24)
#24 — National mobile dental van initiative proved ineffective; no Integrated Care Boards invested
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 …
Response attribution not verified
#23 — Centrally planned dental initiatives failed to increase activity or influence local behaviour
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 …
Response attribution not verified
#18 — Dental recovery plan ambition misaligned with targets, failing to ensure universal access
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 …
Response attribution not verified
#17 — Limited progress and insufficient data for evaluating other dental recovery plan initiatives
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 …
Response attribution not verified
#15 — Acknowledgement of dental recovery plan failure and inability to quantify additional treatments
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 …
Response attribution not verified
#14 — Dental recovery plan failing to deliver expected treatments, with initiatives showing poor progress
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 …
Response attribution not verified
#4 — Articulate improved central-local coordination and support for ICBs in future NHS dentistry plans.
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 …
Response attribution not verified
#2 — Publish a detailed evaluation of the dental recovery plan's spending, initiatives, and impact on NHS dentistry access.
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 …
Response attribution not verified
#9 —
Recommendation: We are concerned that there does not appear to be a plan for the restoration of dental services in England. We recommend that Sara Hurley (Chief Dental Officer for England) sets out her assessment of the challenges facing dentistry services …
Response attribution not verified
#8 —
Recommendation: We further conclude that the delivery of dental services in England has been significantly hindered by the pandemic. This has been largely due to the need to protect both patients and staff from COVID-19 which has, in turn, presented financial …
Response attribution not verified
#11 — Uncertainty surrounds timeframe for fundamental NHS dental contract reforms, hindering access improvements
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 …
Response attribution not verified
#9 — Significant funds recovered from dental contracts due to under-delivered care.
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
Response attribution not verified
#33 —
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 …
Response status not verified
#187 —
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 …
Response attribution not verified
#186 —
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 …
Response attribution not verified
#187 —
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 …
Response attribution not verified
#186 —
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 …
Response attribution not verified
#25 — NHS dental contract uses Units of Dental Activity to measure treatment complexity
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 …
Response attribution not verified
#22 — Integrated Care Boards hold delegated responsibility and flexibilities for local dental service commissioning
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 …
Response attribution not verified
#20 — Additional dental recovery plan costs deemed affordable due to significant budget underspends
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 …
Response attribution not verified
#13 — The 2024 dental recovery plan introduced four distinct headline initiatives
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 …
Response attribution not verified
#1 — Committee heard evidence on NHS dentistry and the dental recovery plan.
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
Response attribution not verified
#4 —
Recommendation: We recognise the commitment of policy makers and the NHS leadership to restoring core NHS services and the ongoing efforts to manage the backlog. We are also grateful for the hard work of all staff and the use of innovative …
Response attribution not verified
#10 —
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 …
Response attribution not verified
CQC inspection actions(1)
PPO death in custody recommendations(2)
The Chief Executives of HMPPS, NHS England and NHS Wales
The Chief Executives of HMPPS, NHS England and NHS Wales should write to the Ombudsman setting out what they have done to satisfy themselves that the dental services provided by Time for Teeth (TfT) in prisons in England and Wales …
The Head of Healthcare
The Head of Healthcare should: • examine the waiting time in this case with the dental provider and identify any specific issues that led to a delay in this case; and • review the current waiting time list for dental …
IMB individual recommendations(4)
Gatwick IRC (2021)
The planned dental suite should be implemented and on-site dental services begun (section 6.2).
NHS / Healthcare Provider
Berwyn (2021)
The Board notes the lengthy wait time for dental care and improvements to the service provision to reduce this would be in the interest of the men.
HMPPS
In Progress
Norwich (2021)
Since the contract was changed, dental services have not been equal to those in the community. Will HMPPS ensure that satisfactory provision of dental care is available at HMP/YOI Norwich?
HMPPS
In Progress
Holme House (2021)
The Board is concerned that the Prison Service has not acted expediently in connection with the poor dental services at the prison and recommends urgent action.
HMPPS
PHSO casework decisions(18)
P-003192 — A dental practice in the Somerset area
Ms L complained her dental practice failed to identify developing periodontitis and did not follow specialist management advice, causing her dental health to decline and distress.
NHS in England
Partly Upheld
Dec 2024
P-003471 — A dental practice in the South Ribble area
Miss L complained her denture was too long and uncomfortable, aftercare was poor, and a referral wrongly stated she had learning difficulties, causing discomfort and increased anxiety.
NHS in England
Dec 2024
P-003245 — Sheffield Teaching Hospitals NHS Foundation Trust
Mr T complained the dental hospital wrongly discharged him without follow-up in January 2024, despite a recurrent infection requiring further treatment and causing him pain.
NHS in England
Dec 2024
P-003761 — Manchester University NHS Foundation Trust
Mr H complained the Trust incorrectly categorised his referral and did not take his symptoms seriously, leading to delayed treatment and him incurring private dental costs.
NHS in England
Aug 2025
P-002022 — mydentist
The Practice failed to diagnose an abscess and gum disease, missed a regular check-up, and delayed responding to her complaint.
NHS in England
Jun 2023
P-002024 — A dental practice in the Kensington and Chelsea …
Ms A complained her dentist failed to diagnose acid erosion, provided improper treatment, and was late. She also alleged refusal of a refund and wrongful de-registration from the practice.
NHS in England
Jun 2023
P-002045 — Royal Free London NHS Foundation Trust
Mr O complained that a Trust removed four teeth but left two infected roots, causing ongoing oral and general health problems discovered years later.
NHS in England
Jun 2023
P-002056 — A dental practice in the Croydon area
Mrs O complained a dental practice provided misleading information before treatment, resulting in tooth loss, ongoing discomfort, and psychological damage.
NHS in England
Jun 2023
P-003851 — A practice in the Birmingham area
Miss T complained a practice misdiagnosed her with IBS instead of a hernia, delayed surgery, and failed to diagnose another condition. She also alleged improper surgery and poor explanation from other organisations.
NHS in England
Jun 2023
P-002786 — A dental practice in the Leicestershire area
Miss H complained a dental practice did not remove her tooth during an emergency appointment despite intense pain, forcing her to pay for private treatment.
NHS in England
Jul 2024
P-003119 — Bristol, North Somerset and South Gloucestershire Integrated Care …
Mr K complained the ICB lost his Independent Funding Request for NHS dental work, causing a two-year delay, pain from an untreated infection, and necessitating private treatment.
NHS in England
Nov 2024
P-003484 — A dental practice in Essex area
Mr R complained the Practice removed him from its register when he needed urgent dental treatment and did not refer him to a specialist, affecting his confidence and mental health.
NHS in England
Apr 2025
P-003496 — An independent provider in the Isle of Wight …
Mr K complained about missed medical appointments, lack of dental treatment, and being denied possession of his sleep medication in his cell, causing delays, stress, and anxiety.
NHS in England
Apr 2025
P-003673 — A dental practice in the Breckland area
Mr A complained his dentist failed to identify nine cavities sooner and repeatedly failed to fix a front tooth filling, forcing him to get expensive private treatment.
NHS in England
Upheld
Jul 2025
P-002755 — A dental practice in the City of Westminster …
Mrs O complained the Practice provided ill-fitting dentures despite recommending a specialist, causing her inability to eat or speak and emotional distress.
NHS in England
Jul 2024
P-004734 — A dental practice in the Salford area
Mr A complained the Practice failed to diagnose periodontal disease, extracted a healthy tooth without consent, and performed inadequate infection control during extractions.
NHS in England
Jan 2026
P-001899 — A dental practice in the Barking and Dagenham …
Mrs U complained a dentist drilled more than necessary when treating her broken filling, which resulted in the tooth breaking the next morning, causing distress.
NHS in England
Mar 2023
P-002416 — NHS England
Mr I complained NHS England mishandled his dental complaint, not taking it seriously and delaying their response, causing him ongoing pain, stress, and anxiety.
NHS in England
Jan 2024
LGO / SPSO decisions(43)
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