Overview
The complainant (Mrs C) raised a number of concerns about the dental treatment she received prior to and following surgical extraction of teeth on 3 May 2005. She also raised concerns that she had not given informed consent, there was a lack of communication from staff and poor complaints handling.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the treatment which was provided prior to and following surgical extraction of teeth on 3 May 2005 was inadequate and it was inappropriate to extract an additional tooth (not upheld);
- (b) staff failed to obtain informed consent from Mrs C (not upheld);
- (c) communication from staff was poor (partially upheld); and
- (d) there were delays and communication failures when handling the complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board remind staff of the timescales in the NHS Complaints Procedure Guidance and offer Mrs C an apology for the failings which have been identified.
The Board have accepted the recommendations and will act on them accordingly