Policy for Handling Patient Complaints

Policy for Handling Patient Complaints

Complaints Policy

In this practice we take complaints very seriously indeed and try to ensure that all 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. 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. 

  1. The persons responsible for dealing with any complaint about the service we provide are the practice owners,

    Russell Evans and Janet Evans

  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and try to resolve the complaint by amiable discussion and understanding. If this is not possible the member of staff will take brief details of the complaint, provide the patient with a written acknowledgement of the compliant and refer the matter to Russell or Janet as soon as possible. If they are not available at the time, then the patient will be told when he or she will be able to talk to them and arrangements will be made for this to happen. 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 or by e mail we will provide the patient with a written acknowledgement of  the compliant and refer the matter to Russell or Janet as soon as possible.

  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 will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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.

  6. On completion of our investigation, we will provide the patient with a full written report, which will include

    • an explanation of how the compliant has been considered
    • the conclusions reached in respect of each specific part of the complaint
    • details of any necessary remedial action and
    • whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

  7. Proper and comprehensive reports are kept of any complaint received.

    If patients are not satisfied with the result of our procedure then a complaint may be made to: The Dental Complaints Service, Stephenson House, Cherry Orchard Road, Croydon. CR0 6BA.  Tel.  020 8253 0800. www.dentalcomplaints.org.uk