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 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 all complaints is the Practice Manager.
- 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 seek to investigate the complaint within a reasonable timeframe of receipt to give an explanation 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 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 immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of ourprocedure then a complaint may be made to:
- 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)
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