Llais Complaints Advocates push for better dental care

The parent of Ms X approached our Llais Neath Port Talbot and Swansea team for complaints advocacy after Ms X’s dental practice cancelled six separate appointments for treatment. 

Ms X was in significant pain and struggling to cope. She urgently needed painful teeth removed but the appointments kept on being cancelled.  

She hadn’t received an acknowledgment to an earlier written complaint. Ms X was due to go away for a few days but was planning to cancel due to the pain she was in. 

Our complaints advocate contacted the Practice Manager to query why the 
complaint had not been taken forward and to discuss the cancelled appointments. They identified an issue with communication and the process in the practice for re-appointing.   

The client rang shortly afterwards to say that she had an appointment that afternoon. After having three teeth removed, Ms X attended her trip away as planned.  

The client also received an apology from the practice and is thrilled with the 
outcome.