Complaints Procedure

Code of Practice for Patient Complaints

At this practice we take complaints very seriously. We aim to ensure that all patients are pleased with the care and service they receive. Any complaint will be treated courteously, promptly, fairly and sensitively.

Our aim is to respond to complaints in the same way we would wish our own concerns about healthcare treatment to be handled. We also seek to learn from complaints and to improve our standards of care and communication wherever possible.

1. An appointed Manager is responsible for coordinating the handling of complaints within the practice.
2. Where a complaint relates to clinical treatment, advice, consent, diagnosis, treatment planning, fees, or clinical outcomes, the complaint will be referred directly to the treating clinician concerned. The treating clinician will ordinarily be responsible for reviewing the clinical records and providing a detailed clinical explanation and response.
3. Patients are encouraged, where appropriate, to raise any concerns directly with the treating clinician at the earliest opportunity so that matters may be resolved promptly and informally wherever possible.
4. If a complaint is made verbally, by telephone, in person, by email or in writing, the details will be recorded and passed to the appointed Manager and the treating clinician concerned without delay.
5. If the Manager is unavailable, arrangements will be made for another senior member of staff to acknowledge and coordinate the complaint.
6. We will acknowledge complaints in writing within three working days and provide a copy of this complaints procedure.
7. The treating clinician may contact the patient directly, either in writing, by telephone, or at a meeting, where this is considered appropriate in order to better understand the concerns raised and seek an early resolution.
8. We aim to complete our investigation and provide a written response within 28 days. If the investigation cannot be completed within that timeframe, the patient will be informed of the reason for the delay and given an estimated timescale for completion.
9. Following completion of the investigation, we will provide a written response setting out:
– the findings of the investigation;
– the treating clinician’s explanation where relevant;
– any conclusions reached;
– and any actions proposed by the practice.
10. Proper and comprehensive records are maintained of all complaints received, investigations undertaken, correspondence, meetings, and any actions implemented as a result of complaints.
11. Patients will not be treated unfairly or differently as a result of making a complaint.
12. Where reasonably required, we will take appropriate steps to support patients in making a complaint and provide information in an accessible format.

If you are dissatisfied with our response to a complaint you can contact the number below;

Dental Complaints Service Telephone: 020 8253 0800 Email: info@dentalcomplaints.org.uk Website: www.dentalcomplaints.org.uk