In this practice we take complaints very seriously indeed and try to ensure that all 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. Above all we wish to avoid any risk of unnecessary aggression or unpleasant confrontation. 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 patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service we provide is Megan Bond, Practice Manager
- If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint sympathetically. If the problem cannot be resolved with a simple rectification, explanation or apology we offer to refer him or her to Megan Bond immediately.
If Megan Bond is not available at the time, then the patient will be told when he or she will be able to talk to her or the dentist involved, 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, 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 Megan Bond.
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. In this case, it will be referred to our Head Nurse, LORRAINE SHELLEY.
- We will acknowledge the patient’s complaint in writing and enclose a copy of the Practice Complaints Procedure as soon as possible, normally within two working days. We will seek to investigate the complaint within fifteen working days of the complaint being received 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 him or her on the telephone. 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 the investigation will be completed.
- We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received, separate from the patient’s record, 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:
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 firstname.lastname@example.org