Code of practice for patient complaints
In this practice we take complaints very seriously & try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously & promptly so that the matter is resolved as quickly as possible. 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 & we respond to customers’ concerns in a caring & sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is Maria Arhavli, our Complaints Manager.
- If a patient complains on the telephone or at the reception desk, 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 dentist & arrangements will be made for this to happen. The member of staff will take brief details of the complaint & pass them on. If we can’t 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 or email will be passed on immediately to the Complaints 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 & enclose a copy of this code of practice as soon as possible, normally within 3 working days.
- We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient doesn’t wish to meet us, then we will attempt to talk to them on the phone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay & 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 & 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:
- The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Rd, Croydon CR0 6BA (Telephone: 0208 253 0800) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0207 167 6000), the dentists’ regulatory body for complaints about professional misconduct