Policy for handling patient complaints
In this practice we take complaints very seriously indeed and try to ensure that all 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 patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is Tasmia Khan.
If the patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Tasmia Khan.
If Tasmia Khan is not available at the time, then the patient will be told when he or she will be able to talk to the dentist 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 of or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
If the patient complains in writing, the letter will be passed on immediately to Practice Manager and then to the Principal Dentist Tasmia Khan if necessary.
If the 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.
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.
We will acknowledge the patient’s complain in writing and enclose a copy of this code of practice as soon as possible, normally within 2 working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to his or her 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.
We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
Proper and comprehensive reports are kept of any complaint received.
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 (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.
Policy reviewed in August 2018
Care Quality Commission
CQC is an independent regulator of all health and care services in ENGLAND. If you are not happy with the outcome of your complaint with us please contact CQC :
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
enquiries@cqc.org.uk.
Telephone: 03000 616161
Fax: 03000 616171
General Dental Council
General Dental Council (GDC) is the UK-wide statutory regulator and its primary purpose is to protect patient safety and maintain public confidence in dental services. GDC registers qualified dental professionals, sets standards for the dental team, investigates complaints about dental professionals’ fitness to practise, and work to ensure the quality of dental education. If you are unhappy with how you have been treated at Dentology you can contact GDC
General Dental Council
37 Wimpole Street, London W1G 8DQ
+44 (0) 20 7167 6000