In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. However should a patient be unhappy with our service then they can complain to us in person, by telephone , by e-mail or by letter. 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 own complaint about a service to be handled. We learn from every mistake that we make, and we respond to customers’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service that we provide is our Practice Manager.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Practice Manager. If the Practice Manager is not available at the time, then the patient will be told when they will be able to talk to them and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If the patient complains in writing the letter or e-mail will be passed on to the Practice Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of our complaints policy as soon as possible, normally within two working days.
- We will seek to investigate the complaint within ten working days of receipt to explain the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
- We will confirm the decision about the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of our procedure, then a complaint may be made to:
- The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank. London. SW1P 4QP 0345 015 4033 ombudsman.org.uk for NHS complaints
- The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road,
Croydon, CR0 6BA (Telephone: 020 8253 0800) inf[email protected] for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: +44 (0)20 7167 6000), the dentists’ regulatory body for complaints about professional misconduct