Complaints

The SSO offers two services that you can contact if you encounter any problems in relation to dental treatment. Firstly the Zahnärztliche Ombudsstelle (ZOS) and secondly the Zahnärztliche Begutachtungskommision (ZBK) of dental experts.

If you experience any problems with your dental treatment, the SSO recommends discussing it first with the dentist treating you to try and reach an amicable settlement. If this does not produce a satisfactory resolution, you can contact the Zahnärztliche Ombudsstelle.

Basel-Stadt

Zahnärztliche Ombudsstelle (ZOS)

The Zahnärztliche Ombudsstelle can be reached at the telephone number 061 312 02 81. Affected persons can also send their requests by e-mail to the following address: sekretariat [at] sso-basel.ch. The Zahnärztliche Ombudsstelle receives the question or complaint and advises those affected. This advice is free of charge. If the problem cannot be solved to the patient's satisfaction, it is advisable to contact the Zahnärztliche Begutachtungskommission. This is the next higher instance.

Zahnärztliche Begutachtungskommission (ZBK)

The Zahnärztliche Begutachtungskommission is made up of six dentists appointed by SSO; a group of two assessors investigates individual complaints in each case. The president of this commission is the association's lawyer who makes sure that the case is investigated in the form prescribed by law.

Details of the problem, or a complaint, must be formulated in writing, justified and submitted to the secretariat of the SSO Basel-Stadt, enclosing available documents. The commission will convene once you have paid a deposit of CHF 300. This deposit will be split pro rata among the parties at the end of the proceedings. The group of assessors assigned to the case listens to the descriptions of the person concerned, studies the associated files and, if necessary, carries out a clinical examination. Any X-ray images and the whole course of treatment, including the fee invoice, will be examined. The assessors will attempt to reach a compromise and achieve an amicable settlement between the two parties. Irrespective of the outcome of the complaint, the assessor group will draw up a written summary of the case and provide the parties with a copy.

If the mediation by the assessors does not lead to success, i.e., the parties do not recognise the conciliation proposal, the proceedings are discontinued and written off as settled. The only remaining option for the patient is the far more expensive route of litigation via the ordinary courts. The findings and proposal for settlement set out in the final summary may also be presented in court.

Important: Only dentists belonging to the SSO are obliged to submit to investigation by the Zahnärztliche Begutachtungskommission.

Baselland

Zahnärztliche Ombudsstelle (ZOS)

DThe Zahnärztliche Ombudsstelle of the section Baselland can be reached at the telephone number 061 961 12 12. Affected persons can also send their requests by e-mail to the following address: info [at] sso-bl.ch. The secretariat receives the question or complaint and advises those affected and forwards it to the Zahnärztliche Ombudsstelle. This service and the advice of the ombudsman are free of charge. If the problem cannot be solved to the patient's satisfaction, it is advisable to contact the Zahnärztliche Begutachtungskommission. This is the next higher instance.

Zahnärztliche Begutachtungskommission (ZBK)

The Zahnärztliche Begutachtungskommission is made up of eight dentists appointed by SSO; a group of two assessors investigates individual complaints in each case. A legal advisor ensures that the assessment is carried out correctly from a legal point of view. A higher education expert can be called in as a further specialist.

Details of the problem, or a complaint, must be formulated in writing, justified and submitted to the secretariat of the SSO Baselland, enclosing available documents. The commission will convene once you have paid a deposit of CHF 500. Depending on the outcome of the proceedings, this deposit is charged to the losing party or divided equally. The group of assessors assigned to the case listens to the affected person's accounts and examines them clinically. The X-rays and the entire treatment including the fee claim are also assessed. The assessors will attempt to reach a compromise and achieve an amicable settlement between the two parties. Irrespective of the outcome of the complaint, the assessor group will draw up a written summary of the case and provide the parties with a copy.

If the mediation by the assessors does not lead to success, i.e., the parties do not recognise the conciliation proposal, the proceedings are discontinued and written off as settled. The only remaining option for the patient is the far more expensive route of litigation via the ordinary courts. The findings and proposal for settlement set out in the final summary may also be presented in court.

Important: Only dentists belonging to the SSO are obliged to submit to investigation by the Zahnärztliche Begutachtungskommission.