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. 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.
1. The person responsible for handling any complaint about the service we provide is: Mrs Grace McHallam.
2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer the matter to Mrs Grace McHallam immediately.
If Mrs Grace McHallam is unavailable at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take down brief details of the complaint and then pass them on. If we cannot arrange this within a reasonable period or the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
3. If a complaint is made in writing, the letter will be passed immediately to:
Mrs Grace McHallam & Mr Stefano Thomaidis.
4. If a complaint is made 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.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten 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, we will attempt to speak 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 a reason for delay and a likely period within which the investigation is likely to be completed.
6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. If patients are not satisfied with the results of our procedure then a complaint may be made to:
East Lancashire Health Authority, 31-33 Kenyon Road, Nelson, East Lancashire.
(For complaints about NHS Treatment)
The General Dental Council
37 Wimpole Street, London, W1M 8DQ (Dentists’ registration body)