Tuesday 20 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

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Decision report 201104012

  • Case ref:
    201104012
  • Date:
    April 2013
  • Body:
    A Dental Practice in the Greater Glasgow and Clyde NHS Board area
  • Sector:
    Health
  • Outcome:
    Upheld, recommendations
  • Subject:
    complaints handling

Summary

Mr C raised a complaint about how a dental practice had handled his representations about treatment that he had received by a dentist at the practice. Although it was difficult to establish the exact sequence of events after Mr C complained, our investigation found that the practice had not handled his complaint in line with their complaints procedure and we upheld his complaint.

Recommendations

We recommended that the practice:

  • review their procedures to ensure they deal with complaints in accordance with the NHS complaints procedure; and
  • apologise to Mr C for their handling of this complaint.

 

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Updated: March 13, 2018