The 6 Prinicples for Raising Concerns or Giving Feedback
1 All of your feedback is important to us
- All feedback is welcomed, such as what we did well, what we could do better, or any other feedback
- We will use your feedback to help us improve, and we will show you how we have learned
- You can use our complaints procedure to provide feedback. If you don’t want to do this, speak to a member of staff2 We want to make it easy for you to raise a concern or complain, if you need to
- Information about our complaints procedure is easy to find, without you having to ask. It is available in the practice folder or on our practice website.
- You can write to us or tell us in person
- We will take your complaint seriously
- Our complaints information also tells you how to raise a complaint about us with another organisation3 We follow a complaints procedure and keep you informed
- We will tell you who is dealing with your complaint and when to expect a response
- We will keep you informed of the progress of your complaint, including information on any delays
- You should feel confident we are following our complaints procedure4 We will try to answer all your questions and any concerns you raise
- It should be clear to you what happened, and why
- Our response should be empathetic in tone and coordinated
- We will deal with your complaint in the time we said we would5 We want you to have a positive experience of making a complaint
- You should feel we have followed a clear procedure in the time we said we would
- You should not be treated differently if you complain
- You understand how the outcome of your complaint was reached
- You feel you could raise a complaint again if needed, and could recommend our procedure to others
- You feel we have listened to you and have acted in a fair way
- You know what further help is available if you are unhappy with the way we have handled your complaint6 Your feedback helps us to improve our service
- We are learning all the time from your feedback and complaints
- We show you how your feedback and complaints are listened to and acted upon
- All members of our dental team are committed to improving the service we provideCODE OF PRACTICE FOR PATIENT COMPLAINTS
At Number One Clinics 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.
- The person responsible for dealing with any complaint about the service which we provide is Alison Lockyer.
- 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 Manager immediately. If the Manager is not available at the time, then the patient will be told when they will be able to talk to the 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 Manager.
- If the patient complains in writing or by e-mail it will be dealt with in the same mannor.
- If a complaint is about any aspect of clinical care or associated charges it will be referred to the dentist concerned.
- 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.
- 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.
- 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.
- 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 not satisfied with the result of our procedure then a complaint may be referred to:
Parliamentary and Health Service Ombudsman,
Telephone: 0345 015 4033
Or Privately to:
The Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
Telephone: 08456 120 540 for complaints about private treatment