Complaints Handling Policy
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service that we provide is Miss Ella Evans, the practice Complaints Manager.
If you complain by telephone or in person, we will listen to your complaint and offer to refer the complaint to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then you will be told when you will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide you with a copy of the notes made as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if you do not wish to wait to discuss the matter, arrangements will be made for a senior member of the team to deal with it.If you complain in writing or by e-mail it will be passed on immediately to the Complaints Manager.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned who will contact you, unless you do not want this to happen.
We will acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with you, asking how you would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will let you know how we will deal with your complaint and the likely time that the investigation will take to be completed. If you do not wish to discuss the complaint further, we will still inform you of the expected timescale for completing the investigation.
We will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 working days or if the issue is complex, within six months and as far as reasonably practicable, we will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
If you are not satisfied with the result of our procedure then a complaint may be referred to:
For complaints about NHS treatment
- NHS England, PO Box 16738, Redditch B97 9PT (email: email@example.com) or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk)
For complaints about private treatment:
- Dental Complaints Service, 37 Wimpole St., London W1G 8DQ (tel: 020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/Private/Patients).