Complaints Resolution & the PHSO.
The following paper was published late in 2017 to highlight themes and trends identified through receipt of anonymised Parliamentary and Health Service Ombudsman (PHSO) reports. The PHSO provides an independent complaint handling service for complaints that have not been resolved by the NHS in England.
The main reference to dentistry is in paragraph 7 (vii) on page three and Annexe 2 on page seven – and particularly picks up issues over charging for “guaranteed items” and “emergency treatment”. There were two complaints where dentists provided incorrect information regarding returning to the dentist for repairs to guaranteed items. This suggests the rules around charging for guaranteed items may not be entirely clear.
As the rules are far from clear – read and learn!