Complaints Procedure - Richmond Road DentalRichmond Road Dental

COMPLAINTS HANDLING POLICY for Richmond Road Dental Practice

Code of practice for patient complaints

In this practice we take complaints very seriously 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 ANAND PATEL, our Complaints Manager.
  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 immediately. The patient will be asked if they would like to speak in a more confidential area/room within the practice at a time that is suitable for all concerned. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to any other responsible person (including any dentist available at the practice) and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  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.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made 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.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, Dental Complaints Service on 020 8253 0800 (Monday to Friday, 9am to 5pm), or fill out the complaint form on its website
    • Denplan’s Patient Support Team on 0800 401 402, between 8.30am and 5.30pm Mondays to Thursdays, or 8.30am to 4.30pm on Fridays.
    • Contact NHS England for complaints about NHS primary dental care services. You should contact by post NHS England, PO Box 16738, Redditch, B97 9PT

or by e mail with "For the attention of the complaints team" in the subject line phone 0300 311 22 33

If you are still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman who is independent of the NHS and government. Telephone 0345 015 4033.

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