In this practice 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 that we provide is: Zan Nicholls the Practice 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 Practice Manager immediately. If the Practice Manager 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 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 or e-mail it 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 and enclose a copy of this code of practice as soon as possible, normally within three 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, for example, by telephone, face to face meetings, letters 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 still inform them of the expected timescale for completing the process.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.
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 compliant 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 dental services – you are entitled to raise this verbally or in writing with NHS England: NHS England, PO Box 16738, Redditch, B97 9PT. email:firstname.lastname@example.org
You can get support with making a complaint from Patient Advice and Liaison Service (PALS – see below), your local Independent Complaints Advocacy Service (ICAS), Citizens Advice or visit www.dh.gov.uk
West Kent PALS: 08000 850 850
Private Dental Services
If your complaint is about private treatment and we have failed to resolve this with you please contact the Dental Complaints Service on 08456 120 540 or visit their website.
Denplan also offers the Denplan Mediation Service: 0800 169 7220.