Overview
The Ombudsman received a number of complaints from parents (the Parents) of patients at the Practice about delayed orthodontic treatment at the Practice. The Practice had advised the Parents that the delays were not the fault of the Practice but NHS National Services Scotland (NHSNSS) which must give the Practice approval to commence orthodontic treatment.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was a delay by the Practice in carrying out orthodontic treatment (not upheld); and
- (b) there was a delay by NHSNSS in granting approval for orthodontic work to commence (not upheld).
Redress and recommendation
The Ombudsman recommends that the Practice and NHSNSS continue meaningful discussions to decide the circumstances where radiographs are required in individual cases which require prior approval for the Practice to commence orthodontic treatment.
The Practice and NHSNSS have accepted the recommendation and will act on it accordingly.