Mr C complained that the Practice had failed to address ongoing concerns regarding his orthodontic treatment. Mr C was concerned that continuing with the current treatment plan could result in a malocclusion becoming established, creating a risk of irreversible functional problems and making any future corrective treatment more complex and difficult.
The Ombudsman noted Mr C’s concern that, despite having raised these matters with the Practice previously, his concerns had not been adequately addressed. The Ombudsman considered that the complaint could be resolved without the need for a formal investigation.
To facilitate this resolution, the Ombudsman sought and obtained the Practice’s agreement to provide Mr C, within one month, with a written response that specifically addressed the concerns and issues raised in his complaint to the Ombudsman. This response was intended to explain the Practice’s position regarding the matters complained of and to address Mr C’s concerns about the ongoing management of his orthodontic treatment.