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 is Kay Roberts / Aisha Khan, the practice Complaints Managers.
- If a patient complains on the telephone or at the reception desk, 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 asked if they wish to complete a concerns/complaints pack which on completion will be passed on to the complaints manager for them to deal with as soon as they are available. If the patient does not wish to wait to discuss the matter, we will try to make arrangements 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. The practice may also provide information about you and your treatment to insurers or legal advisors.
- 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 inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
- We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a 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.
- If patients are not satisfied with the result of our procedure then a complaint may be referred to:
- NHS England firstname.lastname@example.org
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists' registration body.
- Care Quality Commision, National Correspondance, Citygate, Gallowgate, Newcastle upon Tyne
NE1 4PA. Tel: 03000 616161
- The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croyden CR0 6BA
email@example.com Tel: 08456 120540 local rate