Policy for Handling 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. We deal with patients’ complaints courteously and promptly so that the matter is resolved as quickly as possible. Our policy is based on these objectives.

First and foremost, we do our best to avoid complaints arising, by providing quality care and diligence. However, when they arise, our aim is to handle complaints in the way in which we ourselves would want a 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.

1. The person responsible for dealing with any complaint about the service we provide is the Practice Manager.

2. If you complain on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to the Practice Manager immediately. If this is not possible, you will be informed when you will be able to talk to the Practice Manager and arrangements will be made. The member of staff will take brief details of the complaint and pass them on.

3. If your complaint is in writing, the letter will be passed on immediately to the Practice Manager. Where possible, the Practice Manager will deal with the complaint to a mutually satisfactory outcome. If the nature of your complaint is relating to clinical care received, the Practice Manager will pass it directly to your treating Dentist.

4. We will acknowledge your written complaint in writing and enclose a copy of this Policy as soon as possible, normally within five working days. We will seek to investigate the complaint within ten working days of it being received. In order to resolve the complaint, it may be necessary to meet with you. If you do not wish to meet with us, we will attempt to talk to you on the telephone. In the unlikely event that we are unable to investigate the complaint within ten working days we will notify you, giving a reason for the delay and the likely period within which the investigation will be completed.

5. We will confirm the outcome of the complaint in writing to you immediately after completing our investigation.

6. Comprehensive reports are kept of any complaint received.

7. If you are not satisfied with the outcome, then a complaint may be made to:

NHS Patients:

Scottish Public Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
TEL: 08700115378

PRIVATE Patients:

The Dental Complaint Service
The Lansdowne Building
2 Lansdowne Road
Croydon
CR9 2ER