Monday 19 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 take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

Please be assured we are doing all we can and will provide updates on our website.

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Investigation Report 200500110

  • Report no:
    200500110
  • Date:
    October 2006
  • Body:
    Grampian NHS Board
  • Sector:
    Health

Overview

Mr and Mrs C raised a complaint on behalf of their son, Mr A, about the failure of Grampian NHS Board (the Board) to provide him with timely orthodontic treatment.  Mr and Mrs C complained that this delay resulted in their having to remortgage their home to pay for private treatment.

Specific complaint and conclusion

The complaint which has been investigated is that the Board failed to provide Mr A with timely orthodontic treatment (upheld).

Redress and recommendations

The Ombudsman recommends that the Board:

  • (i)  pay redress to Mr and Mrs C to the amount of £2,700; and
  • (ii)  review the current Urgent Waiting List policy to ensure there is sufficient flexibility in its application to respond to the specific needs of individual patients.

The Board have accepted the recommendations and will act on them accordingly.

Related reading

Updated: December 11, 2018