Complaints Procedure For Patients
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint. If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.
How To Make A Complaint
Most problems can be sorted out quickly and easily, at the time they arise and with the person concerned. If your problem cannot be resolved this way and you wish to make a complaint, let us know as soon as possible. This will enable us to establish what happened more easily.
Please address all complaints to the Practice Manager. If the Practice Manager is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.
How We Deal With Your Complaint
If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.
Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cased the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed. When the investigation has been completed, you will be informed of its outcome in writing and, if required, invited to a meeting to discuss the results and any practical solutions that we can offer to you.
1. Find out what happened and what went wrong
2. Enable you to discuss the problem with those concerned, if this is your wish
3. Ensure you receive an apology, where this is appropriate
4. Identify what we can do to make sure the problem doesn’t happen again
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so.
A note signed by the person concerned will be needed, unless they are incapable of providing this.
If a person feels unable to deal with complaint alone, the Citizen’s Advice Bureau can offer assistance and support at any stage of the Complaints Procedure:
Citizen’s Advice Bureau, Acorn House, 361 Midsummer Boulevard, Milton Keynes MK9 3HP
Satisfactory Resolution Of Complaints
We hope that, if you have a problem, you will use our practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
- For NHS treatment you can make a complaint to : NHS England at firstname.lastname@example.org with ‘For the attention of the complaints team’
- If you are still unhappy about your NHS compliant, you can contact the Parliamentary Health Ombudsman: please call 0345 015 4033 or visit www.ombudsman.org.uk
- For private dental treatment you can contact the GDC private dental complaints service by calling 0845 612 0540 or visiting www.dentalcomplaints.org.uk
- You can contact the Care Quality Commission by calling 03000616161 or visit www.CQC.org.uk
- The General Dental Council is responsible for regulating all dental professionals, you can contact them on information@GDC-org.uk or by calling 0845 222 4141.
- Oral Health Foundation helpline: 01788 539780