Complaints

Please read our complaints policy below.

Download our complaints form – MS Word version or Adobe PDF version

 

Introduction

In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and promptly to resolved the matter as quickly as possible.  Our aim is to react to complaints and learn from every mistake that we make. We respond to any concerns in a caring and sensitive way.

 

Responsibility

The person responsible for dealing with any complaints about the service that we provide is The Practice Manager/Assistant Practice Manager.

 

Verbal Complaints

If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the Practice Manager/Assistant Practice Manager immediately. If the Practice Manager/Assistant Practice Manager is not available at the time, we will arrange a convenient time for the Practice Manager/Assistant Practice Manager to contact the individual. Practice personnel will take brief details of the issue and pass it to the Practice Manager/Assistant Practice Manager and provide the individual with a copy. If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

 

Written Complaints

If we receive a complaint in writing or by e-mail, it will be passed immediately to the Practice Manager/Assistant Practice Manager.   If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the individual does not want this to happen.

 

Acknowledgement

We will acknowledge a complaint in writing and enclose a copy of this policy as soon as possible, normally within three working days. We will offer to discuss the complaint with the individual, and confirm how they would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete. If the individual does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.

 

Investigation

We will seek to investigate the complaint within six months and as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation. When we have completed our investigation, we will provide the individual with a full written report, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.

 

Record Keeping

Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service.

 

The individual making the complaint has the option to complain to the Practice directly or to:

 

For complaints about NHS treatment:

NHS England, PO Box 16738, Redditch B97 9PT (email: England.contactus@nhs.net)

Following a final response from either the Practice or NHS England, complainants have the option to refer their complaint to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).

 

For complaints about private treatment:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (08456 120 540).

General Dental Council, 37 Wimpole Street, London, W1M 8DQ

 


Authors:              Michelle Brisco, Practice Manager

Approved by:     Dr Tony Dadswell and Dr Yves Camus

Date :                    13th February 2018

Review :               Annual

Version :              10