Code of Practice for Patient Complaints
At Manor Park Dental practice we take complaints very seriously. We strive 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. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
- If you have cause for complaint, this will need to be initially addressed with our Manager, Ms. June Sharp. If the complaint is not dealt with satisfactorily at this level, the complaint escalates to the service provider i.e. dental care provider. If the complaint does not satisfactorily resolve at this level, the complaint escalates to the Clinical Director. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
- If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time, then the patient will be informed when they will be able to talk to the practice manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the practice Manager. 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.
- If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager and/or care provider.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within 3-5 working days.
- 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.
- 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 as well as any actions taken to improve services as a consequence of a complaint.
- If patients are not satisfied with the result of our procedure then a complaint may be made to:
NHS England, PO Box 16738, Redditch B97 9PT (email: England.firstname.lastname@example.org) or the Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment).
Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.