A Dentist, Highland NHS Board

Report Number: 
201005321
Report Date: 
21/12/2011

Overview
The complainant (Mrs C) raised a number of concerns that following a telephone discussion with the practice receptionist (the Receptionist), she and her husband (Mr C), her son (Mr A) and daughter (Miss D) were de-registered from the dentist's (Dentist 1's) list of patients.

Specific complaints and conclusions
The complaints which have been investigated are that:

  • (a) Dentist 1 unreasonably de-registered Mrs C, Mr C, Mr A and Miss D without explanation (upheld);
  • (b) Dentist 1 inappropriately said that she did not require to provide any explanation (not upheld); and
  • (c) Mr A's appointments on 23 March 2011 and 20 April 2011 which fell within the period Dentist 1 remained liable to provide treatment (until 8 June 2011) were unjustifiably cancelled (upheld).

 

Redress and recommendation
The Ombudsman recommends that Dentist 1:

  • (i) Dentist 1 apologise to Mr A for cancelling his appointment on 23 March 2011 without establishing its purpose.

 

Dentist 1 has accepted the recommendation and will act on it accordingly.