In this practice we take complaints very seriously and try toensure that all our patients are pleased with their experience of our service.When patients complain, they are dealt with promptly so that the matter is resolvedas 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 ourcomplaint about a service to be handled. We learn from every mistake that wemake and we respond to customers’ concerns in a caring and sensitive way.
- The person responsible for dealing with all complaints is thePractice Manager.
- We will acknowledge the patient’s complaint in writing andenclose a copy of this code ofpractice as soon as possible, normally within three working days.
- We will seek to investigate the complaint within a reasonabletimeframe of receipt to give anexplanation of the circumstances which led to the complaint. If we are unableto investigate the complaint within a reasonable timeframe, we will notify the patient, giving reasonsfor the delay and a likely period within whichthe investigation will be completed.
- We will confirm the decision about the complaint in writingimmediately after completingour investigation.
- Proper and comprehensive records are kept of any complaintreceived.
- If patients are not satisfied with the result of ourprocedure then a complaint may be made to:
- Patient and Stakeholder LiaisonTeam, NHS Herefordshire and Worcestershire, Kirkham House, John Comyn Drive,Perdiswell, Worcester, WR3 7NS
- Health Services Ombudsman for England, MillbankTower, Millbank, London, SW1P 4QP (For NHS Treatment)
- The Dental ComplaintsService, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR92ER (For Private Treatment)
.webp)
.avif)
