Complaints

Code of Practice for Patient Complaints

At Houston Group, we take patient complaints very seriously and are committed to ensuring a positive experience for all our patients. When a patient does express dissatisfaction, we address it courteously and promptly, aiming to resolve the matter as swiftly as possible. This procedure reflects our commitment to handling complaints professionally and with empathy.
Our goal is to respond to complaints in the way we would wish our own concerns to be addressed. We view each complaint as an opportunity to learn and improve, addressing patient concerns in a sensitive and caring manner.
Complaint Handling Responsibility
The individual responsible for managing complaints at Houston Group is Miss Rachel Practice Manager. The practice’s contact number & Email ID for complaints is +44 (0) 1934 622824 & am.houston@alliancedental.uk

Complaint Procedure

• In Person or Telephone Complaints: If a patient complains in person or by phone, we will listen and refer them to the Practice Manager, Miss Rachel, immediately. If she is not available, the patient will be informed of when they can speak with her, and arrangements will be made to facilitate this. A staff member will take brief details of the complaint and pass them along to Miss Stefanidou. If a timely conversation with the Practice Manager is not possible or the patient prefers not to wait, another qualified team member will be assigned to handle the matter.
• Written or Email Complaints: Complaints received by email or in writing will be immediately forwarded to Miss Rachel, the Practice Manager.
• Clinical Care or Charges Complaints: Any complaint regarding clinical care or associated charges will typically be directed to the relevant dentist unless the patient prefers otherwise.

Acknowledgment and Resolution Timeline

•We will acknowledge receipt of the complaint in writing and provide a copy of this Code of Practice within three working days.
• Our aim is to investigate and respond to the complaint within ten working days of receipt, offering an explanation of the circumstances that led to the complaint. If the patient does not wish to meet in person, we will attempt to discuss the matter over the phone. Should additional time be needed for the investigation, the patient will be notified with an explanation for the delay and an estimated completion timeline.

Final Response and Record-Keeping

• Upon completing our investigation, we will confirm our decision and any actions taken in writing.
• Comprehensive records of all complaints and related actions to improve service quality are maintained.

External Escalation

If a patient is not satisfied with our internal complaint resolution, they may contact:
• The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

• The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
Telephone: 08456 120 540
Website: www.dentalcomplaints.org.uk

• NHS Treatment Complaints
NHS Commissioning Board
PO Box 16738
Redditch, B97 9PT
Telephone: 0300 311 2233
Email: England.contactus@nhs.net
Website: www.england.nhs.uk

• The General Dental Council
37 Wimpole Street, London, W1G 8DQ
Telephone: 0845 222 4141
The regulatory body for dentists regarding professional misconduct