DHA Belfairs Clinic Complaints Policy
Code of Practice for Handling Complaints
In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with the experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. The procedure is based on these objectives.
COMPLAINTS MADE TO THE PRACTICE
1. The person responsible for dealing with any complaints about the service is Luke Snelling.
2. If a patient complains at the reception desk we will listen to His or Her complaint and offer to refer him or her to the practice manager. The member of staff will take brief details of the complaint and pass them on. 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.
3. If the patient complains in writing the letter will be passed on immediately to Luke Snelling.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
5. We acknowledge the patient’s complaint and a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint. If we are unable to investigate the complaint within this agreed time period we notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the complaint received.
7. Proper and comprehensive records are kept of any complaint received.
8. The Dental Practice welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice you can address your complaint directly to:
The Ombudsman
The Shard
32 London Bridge Street
London
SE1 9SG
Telephone 08005611010
For further advice, you should contact:
PARLIAMENTARY & HEALTH SERVICE OMBIDSMUN
Millbank Tower
Millbank
London
SW1P 4QP
www.ombudsman.org.uk
0345 015 4033
For help in making a complaint:
Independent Complaints Advocacy Service
Unit 2.1
Clarendon Business Park
Clumber Avenue
Nottingham
NG5 1AH
Telephone : 0845 120 3735
Patients who have received Private Treatment should contact:
General Dental Council
37 Wimpole street
London
W1G 8DQ
www.gdc-uk.org
+44 (0) 845 222 4141 (UK local rate)
Or (0) 20 7887 3800
CQC contact details :Telephone : 03000 616161
Email: HSCA notifications@cqc.org.uk