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.