Overview
The complainant (Mrs C) raised concerns about the fact that she was unfairly deregistered from a dental practice (the Practice) when she arrived late for an appointment.
Specific complaint and conclusion
The complaint which has been investigated is that Mrs C was unfairly deregistered from the Practice when she arrived late for an appointment (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) apologise to Mrs C for deregistering her without warning;
- (ii) review the operation of their no-tolerance policy in light of the National Health Service (General Dental Services) Scotland Regulations 1996; and
- (iii) make any policies clear in the information which they give to new patients.
The Practice have accepted the recommendations and will act on them accordingly.