In this practice we take complaints very seriously indeed, and try to ensure all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly, so 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 we make, and respond to patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is:
- If a patient complains on the
telephone or at the reception desk, we will listen to his or her complaint and
offer to refer him or her to the Practice Manager immediately.
If the practice Manager is not available at the time, the patient will be told when he or she will be able to talk to her, 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 will be immediately 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 concerned to deal with it. If the problem cannot be resolved, it will be referred to the Clinical Director (Mr Simon Belford).
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible; normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received, to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, we will attempt to talk to him or her 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 to the patient in writing immediately after completing our investigation.
- Proper and comprehensive reports are kept of any complaint received.
If patients are not satisfied with the result of our procedure, then a complaint may be made to one of the following:
- NHS Commissioning Board, PO Box 16738, REDDITCH, B97 9PT email@example.com Contact Number: 0300 311 2233
- Dental Complaints Service, the Landsdowne Building, 2 Landsdowne Road, Croydon, CR9 2ER for complaints about private Treatment.
- Care Quality Commission Healthcare Team, Citygate-Gallowgate, Newcastle upon Tyne, NE1 4PA Email: firstname.lastname@example.org / Website: www.cqc.org.uk