A complaint is an expression of dissatisfaction by a patient (or their representative) about a dental service.
All complaints from patient’s whether related to clinical or non clinical matters should be handed with tact, empathy and discretion. A patient’s right to complain should be respected.
All complaints should
• Receive a helpful response within the required time limits
• The complaints procedure should be followed at all times
• Cooperation is required when a complaint is being investigated.
Upon receipt of complaint verbal or written
• Advise the Complaints Officer Mrs Alison Dolman and the ‘responsible person’ Mrs Rachael O’Neill
• Give the complainant (or representative) our leaflet ‘How to complain’ which sets out the procedure, and advises of further authorities to complain to should your response not be sufficient.
• Aim to sort out the complaint as quickly, effectively, and smoothly as possible in a calm manner
• Listen carefully to the patient and involve them in the process of sorting out their complaint.
• Complete a Complaint Report Form.
• You should provide the complainant with an acknowledgement of receipt of complaint within 3 working days. You must offer to discuss the investigation and the likely response time when the complaint is acknowledged.
• You should with the assistance of the Complaints Officer investigate the complaint in a full and fair way.
• You must provide a written reply to the complaint following the investigation. This should be as soon as reasonably practicable following completion of the investigation.
• All complaints should be analysed so that we can improve our services as a result.
• A complaint plan should be devised with the patient or their representative. ie what they would like to happen as a result of the complaint.
• If the complaint is handled well it can maintain and improve our relationship with a patient. Speed is a top priority when handling complaints, the longer it is left before the complaint gets sorted out the more irritated a patient may become.
• If the complainant remains unhappy with the response then the Health Service Ombudsman will review the case.
Updated February 2012
How to complain
If you are unhappy with the treatment or service you have received you are entitled to make a complaint, have it considered, and receive a response.
Your complaint can be made by you or by a person acting on your behalf, with your consent.
Complaints should be received within 12 months of the event concerned or within 12 months of becoming aware that you have something to complain about.
Initial contact for receipt of complaints at our practice is Mrs Alison Dolman, the Practice Manageress.
Your complaint will be acknowledged in writing, passed to the appropriate healthcare person involved, and investigated on your behalf. You will receive a response from the healthcare person involved as soon as reasonably practicable following completion of the investigation.
If you are unhappy with the response received and want to continue with your complaint, you can ask for a review of your complaint.
If the complaint is for NHS treatment you will need to contact the Health Service Ombudsman, at The Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London, SW1P 4QP or Complaints Hotline 03450154033.
If your treatment is for Private Treatment than you should contact the Dental Complaints Service at The Dental complaints Service, The Lansdowne Building, Croydon, CR9 2ER or Telephone 08456120540.
Mrs Rachael O’Neill is the person responsible to ensure your complaint is handled correctly and complies with The Local Authority Social Services & NHS Complaints (England) Regulations 2009, and ensures appropriate action is taken following the investigation of your complaint.