Overview
The complainant (Mr C) had difficulties with his dentures and sought help from his general dental practitioner at his dental practice (the Practice). He was referred to Edinburgh Dental Institute (the Institute)'s Department of Restorative Dentistry (Restorative Dentistry); however, he was advised he would be unable to receive treatment from there, and was referred back to the Practice. Mr C was not satisfied by NHS Lothian - University Hospitals Division (the Board)'s response to his complaint about this.
Specific complaint and conclusion
The complaint which has been investigated is that in late 2011, the Board unreasonably refused to give Mr C an appointment at the Institute's Restorative Dentistry, or to inform him of alternative options to conventional dentures (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) issue a full apology to Mr C for the failings identified in this report;
- (ii) urgently arrange for Mr C to be examined by the Department of Restorative Dentistry;
- (iii) draw this report to the attention of the Consultant within the Department of Restorative Dentistry; and
- (iv) in light of the findings of this case the Board take steps to ensure that the services referred to as being provided to patients under the Institute's Guidelines for the Referral of Patients to the Department of Restorative Dentistry are being provided.