Complaints procedure
Code of Practice for Patient Complaints
In this practice we take complaints very seriously indeed 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 customers’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we
provide Dr Alanna Gardiner, Principal Dentist.
- If a patient complains on the telephone or in person, we will listen to their complaint
and offer to refer him or her to the Principal Dentist immediately. If the Principal
Dentist is not available at the time, then the patient will be informed when they will be
able to talk to the Principal Dentist and arrangements will be made for this to
happen. The member of staff will take brief details of the complaint and pass them
on to the Principal Dentist. 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 email, it will be passed on immediately to the
Principal Dentist, Dr Alanna Gardiner.
- 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.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this
code of practice within three working days.
- We will seek to investigate the complaint within ten working days of receipt to give an
explanation of 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 as well as
any actions taken to improve services as a consequence of a complaint.
- 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. Telephone: 0345 015 4033 www.ombudsman.org.uk
The Dental Complaints Service, 37 Wimploe Street, London, W1G 8GT. Telephone:
02082530800. Website: https://dcs.gdc-uk.org/
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845
222 4141, the dentists’ regulatory body for complaints about professional misconduct
