I aim to do the very best for my patients and my aim is always to ensure all patients are completely satisfied during and after the process.
All patients are given an opportunity to leave a testimonial of their experience and any suggestion they may have of how the service can be improved.
However any complaint which may arise is taken very seriously. When patients complain, they are dealt with in a courteous, confidential and prompt manner, hopefully ensuring that the matter is resolved as quick as reasonably possible.
Our aim is to respond 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. The person responsible for dealing with any complaint arising regarding any aspect is Mrs Helen Sahota, the practice Manager.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be informed of a time when this will be possible. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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 by email 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 concerned, unless the patient specifically requests for this not to happen.
Acknowledgment of the patient’s complaint in writing and post a copy of this code of practice asap, normally within ten 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 , either 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.
We will seek to investigate the complaint efficiently and will keep the patient regularly informed, as to the progress of the investigation.
On completion of the investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint 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.
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 dissatisfied with the outcome then a complaint may be referred to:
The Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
08456 120 540 or www.dentalcomplaints.org.uk.
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ .