In this practice we take complaints very seriously 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 policy is based on the objectives.
Our aim is to react to a complaint in a way in which we would want our complaint about a service to be handled. We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.
The person responsible for dealing with any complaint about the service which we provide is Gemma Prickett, designated complaints manager.
If a patient makes a verbal complaint, we will listen to and offer to refer him or her to Gemma Prickett without delay. If the complaints manager is not available at the time, then the patient will be advised when they will be able to talk to the complaints manager and make arrangements for this to happen. The staff member will take brief details of the complaint and pass them on.
If the patient complains in writing the letter or e-mail will be passed on to the complaints manager without delay. If a complaint is about any aspect of clinical care it will normally be referred to the dentist.
We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy within three working days.
We will seek to investigate the complaint and respond within ten working days of receipt. If we are unable to investigate the complaint within this time 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 as soon as possible after completing our investigation. We will keep proper and comprehensive records of any complaint received.
At the practice we ensure we are always working within the legislation of patient confidentiality. If you are complaining on behalf of someone else we must be aware that you have permission to do so. A signed note from the patient concerned will be needed unless they are incapable (due to physical or mental illness) of providing this.
If a patient is not satisfied with the result of our procedure then you may contact us to forward you further to NHS England.