We take complaints very seriously indeed and try to ensure that all patients are pleased with their experience. When patients complain, they will be dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We try to learn from every mistake that 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 Julia Cornfield (Practice Manager)
- 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 Practice Manager immediately.
- If Practice Manager is not available at the time, then a 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 passed on immediately to 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 this code of practice as soon as possible, normally within three 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 which led to the complaint. If the patient does not wish to meet us, then 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 and, if necessary, a progress report will be sent to the patient every ten days.
- We will confirm the decision about the complaint in writing to the patient 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
– Health Service Ombudsman, London SW1P 4QP (0345 015 4033) for NHS treatment
– Denplan, (0800 401 402) for complaints about Denplan treatment
– The Dental Complaints Service (0282530800) for complaints about private treatment
– The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (our registration body)