Complaints policy & procedure

It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’, to meet the NHS complaints requirements and deliver good practice in complaint handling.

The team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure and Complaint Management procedures. The team responds to complaints in the time limits set by the Complaints Procedure and always provides constructive responses to complaints. The practice never discrimiates against a patient who has made a complaint.

Team members do not react defensively to a complaint but listen carefully to a patient who makes one and involves them fully in the process of managing it. The team member will make best endeavours to meet any outcomes the patient expects.

If a patient is not satisfied despite our best efforts to resolve the complaint they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service and the NHS Ombudsman.

The team are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management through iCOMPLY so that services, policies and procedures can be continually improved.

Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or services please let us know as soon as possible to allow us to address your concerns promptly. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at  england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line

Giulietta Di Martino is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practically possible.

If the Complaints Manager is unavailable, a member of our team will take brief details about the complaint and will arrange for a meeting when the person is next available.  We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint. If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint. We regularly carry out an analysis of patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

Private patients can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting   www.dentalcomplaints.org.uk

If you are still unhappy about your NHS complaint, you can contact NHS England at  england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

You can also contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting  www.ombudsman.org.uk who may be able to help.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at  www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

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