Complaints Procedure

Handling your concerns

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 respond to patients’ concerns in a caring and sensitive way.

Complaints should only be shared with the staff involved, as only those who need to know should have the full details. For this reason, complaints are kept in a central confidential file. The theme of any complaints will be discussed in team meetings so that all members can learn from them and improve the service that we provide.

The Complaints Manager in the practice is Laura Barwick

Verbal Complaints in person or by telephone If a patient complains on the telephone or at Reception, we will listen to his/her complaint and acknowledge it with empathy. For minor complaints it may be possible to deal with the issue to the patient’s satisfaction immediately. For more complex issues the complaint should be referred to Laura Barwick immediately if possible. If the complaints manager is not available, the patient should be told when she is available and given a choice of how she] may contact them, to discuss
the issue. The patient should be provided with a copy of the patient complaints procedure and the complaint should be logged in a central complaints log (not on the patient’s record).

Complaints in writing or via email

If the patient complains in writing or by email it should be passed on, immediately to Laura Barwick who will log the complaint in the central log and arrange to send the patient a copy of the complaint’s procedure.
She will acknowledge the complaint in writing (by the same method that the patient used) and enclose/attach a copy of our complaint’s procedure as soon as possible (normally within 2 working days) and aim to have looked into the complaint within 10 working days. We will offer to discuss the complaint at a time agreed with the patient, giving them a choice of how they would like to be kept informed, for example, face to face, by telephone, email or letter. We will inform the patient about how the complaint will be handled and the likely timescale in which the investigation will be completed. If the patient does not wish to discuss the complaint, they will still be advised of the likely timescales for completing the process.

In all cases, we will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed in 2 weeks. When the investigation is complete, we will provide the patient with a written report. This will include an explanation of how the complaint was considered, the conclusions reached in respect of each 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. Full records will be kept of any complaint received as well as any actions taken to improve services as a result of the complaint. Any complaint regarding clinical care or associated charges should be passed on to the treating dentist unless the patient does not wish this to happen. If the patient is not satisfied with the result of our procedure, then they can complain to:

Denplan Patients

Denplan Clinical Mediation Service
T: 0800 169 7220
E: clinicalmediationservice@denplan.co.uk

Private Patients

Dental Complaints Service
Fifty Paddington
50 Eastbourne Terrace
London
W2 6LG
T: 020 8253 0800
W: dentalcomplaints.org.uk

General Dental Council

General Dental Council
Fifty Paddington
50 Eastbourne Terrace
London
W2 6LG
T: 020 7167 6000
W: gdc-uk.org

NHS Patients

England
NHS England
PO Box 16738
Redditch
B97 9PT
T: 0300 311 22 33
E: england.contactus@nhs.net
If you are making a complaint, please state: ‘for attention of the
Complaints Team’ in the subject line
Scotland
[Local Health Board contact details]
Wales
[Local Health Board contact details]
Northern Ireland

Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast, BT1 6HN
T: 0800 343 424 | E: nipso@nipso.org.uk
A complaint can be made online or a form can be downloaded from:
https://nipso.org.uk/nipso/making-a-complaint/how-do-i-make-a-
complaint-to-nipso/