Complaints Procedure

Code of practice for Patient Complaints

In this 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 complaints relating to staffing or administration issues is the practice Complaints Manager. If your complaint relates to any clinical work then the treating dentist is responsible for this complaint and any complaint should be addressed to the treating dentist.
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 Complaints Manager or the concerned dentist immediately. If the Complaints Manager or concerned dentist is not available at the time, then the patient will be told when they will be able to talk to the relevant person 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 relevant person.
3. If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager or concerned dentist.
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, normally within three 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 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 6 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. Proper and 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: The Local Area Team- England.hsmcomplaintsteam@nhs.net or by post:

NHS England, PO Box 16738, Redditich, B97 9PT

Telephone: 0300 311 22 33

Email: England.contactus@nhs.net

Their information may be shared with the Commissioning support unit, if they do not wish for this information to be shared, then they need to inform the Local Area Team.