In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service.
If you have a complaint or concern about the service you have received from the
dentist or any of the staff working in this practice, please let us know.
We operate a practice complaints procedure as part of an NHS system for dealing with complaints and we will investigate complaints effectively and ensure that learning from complaints is reflected in risk management, training and development arrangements.
We hope that most problems can be resolved as quickly as possible, often at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.
How to complain
The person responsible for dealing with any complaint about the service that we provide is Mrs Dawn Taylor, the practice Complaints Manager.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately.
If the Complaints Manager is not available at the time, then the patient will be told when they 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 the patient with a copy as well as passing it on to the Complaints Manager.
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 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, unless the patient does not want this to happen.
What we shall do
We will acknowledge the patient’s complaint 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 the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, Face to face meetings, letters or e-mail.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.
When we have completed our investigation, we will provide the patient 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.
Please note that we keep strictly to the rule of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental Illness) of providing this.