Complaints Procedure

Patient Complaints 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 service 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 [V: see below to complete this section].

Samantha Butler is the Complaints Manager and is happy to deal with any complaints you may have. Any verbal complaints will be asked to be provided in writing to the practice via letter or email and we will acknowledge your complaint within 7 working days and will aim to provide a full response as soon as practical.

If the Complaints Manager is unavailable, we 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 analyse 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

For private dental treatment you 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 Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards 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.

Please use this section to complete the complaints procedure above and then delete this section

V:

  • In England =
  • In Northern Ireland = the Complaints Officer, HSCB, [Northern/Southern/Eastern/ Western]  area office, 12-22 Linenhall Street, Belfast, BT2 8BS. Email: complaints.hscb@hscni.net Telephone: 02895363893
  • In Scotland = The local Health Board. The Health Board can facilitate communication between you and the practice but has no responsibility to investigate complaints. [HB contact details here]

X:

  • In England =
  • In Northern Ireland = within 10 working days, if the complaint has been made directly to the practice, or within 20 working days of the date HSCB received the complaint if it was then referred to the practice]
  • In Scotland = within 20 working days

Y:

  • In England = the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
  • In Northern Ireland = the Northern Ireland Ombudsman by calling 0800 343 424 or visiting www.nidirect.gov.uk
  • In Scotland = Scottish Public Services Ombudsman by calling 0800 377 7330 or visiting www.spso.org.uk

Z:

Register with your local dentist

Patients wishing to register complete the online registration

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