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Case ref:201104012
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Date:April 2013
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Body:A Dental Practice in the Greater Glasgow and Clyde NHS Board area
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Sector:Health
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Outcome:Upheld, recommendations
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Subject:complaints handling
Summary
Mr C raised a complaint about how a dental practice had handled his representations about treatment that he had received by a dentist at the practice. Although it was difficult to establish the exact sequence of events after Mr C complained, our investigation found that the practice had not handled his complaint in line with their complaints procedure and we upheld his complaint.
Recommendations
We recommended that the practice:
- review their procedures to ensure they deal with complaints in accordance with the NHS complaints procedure; and
- apologise to Mr C for their handling of this complaint.