Complaints Procedure

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. Patient can complain to the practice or to NHS England. 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 practice manager).
 If a patient complains on the telephone or at the reception desk, we will listen to
their complaint and offer to refer them to the practice manager immediately. If
practice manager is not available at the time, then the patient will be told when
they will be able to talk to the manager 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, its encouraged any complaint is put
in writing to the practice manager.
 If the patient complains in writing the letter will be passed on immediately to the
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 and give patient an indication how long
it will take 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 them on the telephone. If we are unable to investigate the complaint within
specified period, we will notify the patient, giving reasons for the delay and a
likely period within which the investigation will be completed.
 We will confirm the decision about the complaint in writing immediately after
completing our investigation.

 Proper and comprehensive records are kept of any complaint received.

 

If patients are not satisfied with the result of our procedure, then a complaint
may be made to:

 NHS England Contact Centre

 TEL: 03003112233
 E-mail: England.contactus@nhs.net

 Post: NHS ENGLAND.PB BOX 16738, Redditch B97 9PT (Monday to Friday 08.00am to 06,00pm except Wednesdays when opening in .09.30 and closed on Bank Holidays

 

If the patient is not happy with the response, they have received by the
NHS ENGLAND or the practice only then may the patient contact:

 PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN by
Phone 03450154033 or via website www.Ombudsman.org.uk
 Your local PALS contact 08000730510 or email Pals@dghnhs.uk

 Any further support or advise about the patient’s complaint can be made
From citizens advise via phone 08444 111 444 or webpage www.citizensadvice.ord.uk
 Care Quality Commission, National Customer Service Centre
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 03000 616161

 

Private Practice treatment complaints please contact Dental Complaints
Service 0208 2530800 or The General Dental Council, 37 Wimpole Street
London W1M 8DQ (the dentists registration body) Phone 0208 2530800