Complaints Policy | Number One Dental Practice

CODE OF PRACTICE FOR PATIENT COMPLAINTS

 

At Number 1 Dental Practice 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 every 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 the service which we provide is Claire Rushin.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or 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 Practice Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and pass it on to the Practice Manager.
  3. If the patient complains in writing or by e-mail it will be dealt with in the same mannor.
  4. If a complaint is about any aspect of clinical care or associated charges it will be referred to the dentist concerned.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, 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. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.
  7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the compliant 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.
  8. Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
  9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:

 

Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank
London
SW1P 4QP,
 Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk  

Or Privately to:

The Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
 Croydon,
 Greater London
CR9 2ER
 Telephone: 08456 120 540 for complaints about private treatment

Opening Times:

Monday: 8:00am – 5:30pm
Tuesday: 7:30am – 5:30pm
Wednesday: 7:30am – 5:00pm
Thursday: 7:30am – 5:00pm
Friday: 7:30am – 1:00pm
Saturday: K3 Clinic (Appointment Only)
Sunday: Closed

Telephone: 0116 244 8966
Email: info@number1dental.co.uk