At New Street Dental Care, 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 any mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about our service is Mrs Lorraine Watson, Practice Manager.
2. If a patient complains on the telephone, by email or at the reception desk, we will listen to their comments and offer to refer him/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 make notes of the complaint and pass them on. If we cannot arrange this within a reasonable period of time or the complainant does not wish to wait to discuss the matter, arrangements will be made for a partner to deal with it.
3. If the patient complains in writing the letter will be passed on immediately to the practice manager.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist for comment, unless the patient requests that this does not happen.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this policy, normally within 3 working days. We will then seek to investigate the complaint within 10 working days of receipt and to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service (08456 120 540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) www.gdc-uk.org
9. The practice will produce an annual report and take actions to improve services.