We take complaints very seriously indeed 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 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 customers’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is DR RUBY MAHAL.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint, we will give them ‘THE PATIENT COMPLAINTS RECORD FORM’ to document their complaint and offer to refer him or her to DR RUBY MAHAL immediately. If DR RUBY MAHAL is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint on the PRACTICE COMPLAINTS RECORD FORM and file them into the patient record and give the patient a copy. 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 Nicola Stretton to deal with it.
- If the patient makes a complaint at the reception desk we will give them a copy of the ‘THE PATIENT COMPLAINTS FORM’ with a stamped addressed envelope or offer to email it to them. The patient is asked to complete the form and return it to us either by post with the stamped addressed envelope or by email.
- If the patient complains in writing the letter will be passed on immediately to DR RUBY MAHAL.
- 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 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 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 immediately after completing our investigation. Investigations will normally be completed within 6 months.
- Proper and comprehensive records are kept of any complaint received in the patient’s complaints log file.
- If patients are not satisfied with the result of our procedure then a complaint may be made directly to the organisations below.
For complaints about NHS treatment
Leicestershire and Lincolnshire area team
Fosse House 6 Smith Way
For complaints about private treatment
The Dental Complaints Service
2 Cherry Orchard Road
Phone: 08456 120 540
The General Dental Council (GDC)
The GDC is the dentists’ registration body
The General Dental Council
37 Wimpole Street