Easter break office closure

We will be closed from 5pm Thursday 17 April 2025 until 10am Tuesday 22 April 2025. You can still submit your complaint via our online form but we will not respond until we reopen.

New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r

Decision Report 201805107

Case ref:

201805107
Date:

March 2020
Body:

A Dental Practice in the Lothian NHS Board area
Sector:

Health
Outcome:

Not upheld, no recommendations
Subject:

clinical treatment / diagnosis

Summary

Ms C saw her dentist about a number of issues and agreed to undertake a course of dental treatment which included denture fittings over a number of months. However, Ms C told us that once treatment had been completed the dentures were ill-fitting and the cost of the planned treatment had not been made clear to her.

We took independent advice from a dental adviser. We found that the evidence from Ms C's dental records showed the standard of treatment provided at each appointment during this period was reasonable and that treatment decisions were in line with options under the NHS. We also found that the evidence showed the planned treatment costs were discussed with Ms C and adjustments were made to meet Ms C's communication needs. We did not uphold the complaint.