Policy for Handling 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. We deal with patients complaints courteously and promptly so that the matter is resolved as quickly as possible. This 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: Miss Michelle Brown (Practice Manager)

2. If you complain on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to Miss Michelle Brown immediately, If Michelle is not available at this time you will be told when you will be able to talk to Michelle and arrangements will be made. The member of staff will take brief details of the complaint and pass them on.

3. If your complaint is in writing, the letter will be passed on immediately to Michelle. If a complaint is about any aspect of clinical care or associated charges it will be explained and dealt with by Michelle, if the outcome of the complaint cannot be solved then it will be passed to the your treating dentist.

4. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within five 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 you do not wish to meet with us, we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.

5. We will confirm the decision about the complaint in writing to you immediately after completing our investigation.

6. Proper and comprehensive reports are kept of any complaint received.

7. If you are not satisfied with the result of our procedure then a complaint may be made to:

NHS Patients
Scottish Public Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0870 011 5378

Private Patients
The Dental complaint service
The Lansdowne Building
2 Lansdowne Road
Croydon
CR9 2ER