Complaints Handling Policy (NHS and Private patients)

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 patient complain they are dealt with courteously and promptly so that the matter is resolved is quickly as possible. This procedure is based on these objectives:

Our aim is to react to complaint 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 Beverly Henman, the Practice complaints manager.
2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the complaints manager immediately. If the complaints manager is not available at the time, then the patient will be told when they will be able to talk to the complaints manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and pass this on to the complaints manager. 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.
3. If the patient complains in writing or by e mail this will be passed directly to the complaints manager.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3-5 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments e.g. by telephone, face to face meeting, letter or e mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will inform them of the expected timescale for completing the process.
6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practical, as to the progress of the investigation. Investigations will normally be completed within 10 working days.

When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

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

• NHS England, P O Box 16738, Redditch B97 9PT (e mail England.contactus@nhs.net) or the Parliamentary and Health Ombudsman, Millbank tower, Millbank, London SW1P4QP (Tel: 0345 0154033 or www.ombudsman.org.uk) for complaints about NHS treatment.
• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA ( Tel: 08456120540) for complaints about Private treatment.
• The General Dental Council, 37 Wimpole Street London W1M 8DQ- the dentists registration body.