In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experiences of our service. When complaints are made, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on the following objectives;
Our aim is to react to complaints in a way in which we would want our complaint about a service to be handled. We learn from every fault that we may make and we respond to customer concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is the practice manager at Straight Road Dental Practice.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer the patient to the practice manager immediately. If Andrea is not available at the time, then the patient will be asked to arrange an appointment to see the practice manager at a convenient time for all. 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, arrangements will be made for someone else to deal with it.
- 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 patients 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 within ten working days of receipt 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 over the phone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which 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 results of our procedure then a complaint may be made to:
- The dental Complaints Service (08456120540)for complaints about private treatment.
- The General Dental Council, 37 Wimpole Street, London, WM1 8DQ (the dentists registration body).
- NHS England, Essex Area Team, Swift House, Hedgerows Buisness Park, Colchester Road, Chelmsford, CM2 5PF.