The Dental Ombudsman

Q What is an Ombudsman?
A An ombudsman is defined as an individual appointed to receive, investigate, report on and attempt to resolve complaints

The Dental Ombudsman is a service introduced by the South African Dental Association to give consumers access to an independent, autonomous person for advice and to deal with complaints concerning standards and services.

As the representative organization of over 80% of practicing dentists in South Africa, the SADA is committed to the provision of optimal oral health care of the highest ethical standards.

The ombudsman's functions are based on the concept of conciliation and enhancement of the relationship between practitioner and patient, and with this in mind, to act as a mediator for complaints: to hear both parties impartially in an attempt to resolve disputes in an unbiased manner.

Q Who is the Dental Ombudsman?
A The Dental ombudsman is Dr Jeff Michelson, a highly respected dentist with many years experience in dental practise.

Q When should you contact the Ombudsman?
A If a patient has a problem with any aspect of dental treatment, most dentists are very approachable and it is suggested that he or she contacts the practitioner first and discusses the problem.

Should the patient feel unable to contact the practitioner, or if discussion with him or his practice has not satisfactorily resolved your query, this would be the appropriate time to call the Ombudsman.

Limitaions

	The ombudsman's function is to mediate and in this way to attempt to resolve disputes in a speedy and amicable manner.
	He is not an arbitrator and recommendations made by him are not legally binding.
	If mediation is unsuccessful, he may advise the complainants of other options and to refer them to appropriate alternative sources.
	He is not permitted to become involved in any complaint which has been referred to the Health Professions Council or when any form of legal action has been taken.
	In terms of a recent ruling The Competition Commission has recently ruled that the issue of fees for dental services is a private one that must be negotiated between the patient and the dentist. Accordingly, there are no maximum or minimum fees for dental services since this constitutes œprice fixing and is not allowed.
	Accordingly, the ombudsman is not permitted by law to make any comment as to the reasonableness or otherwise of fees, as this would be construed as indirect price fixing.

Q Where can you contact the Ombudsman?
A The Dental Ombudsman, Dr Jeff Michelson may be contacted on Share-call number 0860 113 334 between 08h00-12h00 or by fax on (011) 642 5718 or via email : jeffm@sada.co.za

Q Are there any costs involved?
A There are no costs involved in contacting the Ombudsman or for the service and advice.

This is a "free" service, rendered to members of the public and supported by the South African Dental Association in the interests of promoting optimal oral health care.

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