In this practice we take complaints very seriously indeed and try to ensure that all 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 patients’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service we provide is Viviene Hallett
2. 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 Viviene Hallett immediately.
3. If Viviene Hallett is not available at the time, then the patient will be told when he or she will be able to talk to the 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. 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.
4. If the patient complains in writing the letter will be passed on immediately to Viviene Hallett.
5. 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.
6. 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 a reasonable amount of time 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.
7. We will confirm the decision about the complaint to the patient immediately after completing our investigation.
8. Proper and comprehensive reports are kept of any complaint received.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to
- Patient Advice and Liaison Service
The Complaints Department, Gilbert Hitchcock House, 21 Kimbolton Road,
Bedford MK40 2AW 01582 532109
• Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
For private treatment
• The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, Greater London CR0 6BA (Telephone: 020 8253 0800) for complaints about private treatment