Code of Practice for Patient Complaints
At Springs Dental Studio we take complaints very seriously and try to ensure that all patients are pleased with their experience at the practice. When a complaint arises we act promptly and courteously so that the matter is resolved as quickly as possible and also to prevent similar incidents occurring in the future. Our procedure is based on the following objectives. Our aim is to respond to all concerns and complaints in a caring and sensitive way.
Every team member within the practice is competent to deal with complaints and are fully aware of the procedure that we have in place, although all complaints will be overseen and ultimately dealt with by Anitha Bangaru.
If a patient logs a complaint over the telephone the recipient will listen to the complaint while recording the information given. If the patient wishes to speak to Anitha or Carol, take a telephone number and they will call the patient back so that there is chance for them to find out the information and then be better equipped to deal with the problem. If either Anitha or Carol is unavailable please advise the patient when they will be able to speak to her. If the patient is not prepared to wait please speak to Anitha to decide who would be better to handle the particular complaint efficiently. It is crucial that all details of the call are logged in both the patient’s notes and also the complaints procedure file.
If a complaint arises relating to any clinical care received this will be referred to the particular dentist unless otherwise stated by the patient. In extreme circumstances relevant governing clinical bodies will also be informed.
If a complaint comes into the practice in writing it will be dealt with by Anitha Bangaru, although relevant information will be sought from persons who are familiar with the particular incident. All complaints will be acknowledged within 2 working days in writing including a copy of this code of practice. We will then investigate the complaint and collect the facts leading up to the problem and invite the patient in to discuss the complaint if necessary, if not the complaint will be notified by post about the outcome of the investigation within 10 working days. If for any reason there is a delay with proceedings the patient will be notified with an explanation and also an expected date for reply.
The ultimate result from the complaint will be forwarded to the patient as soon as the investigation has been completed. It is essential that all complaints no matter how small are all logged in the complaints procedure file which is kept at reception. It is also essential that copies of all letters sent and received are kept in the patient’s cards and that this is noted on the original complaint in the file.
If a patient is still unhappy about the result of our procedure they should contact:
For NHS Dental Treatment
1. NHS England
PO BOX 16738
Redditch
B97 9PT
Tel No- 03003112233
2. NHS Ombudsman (PHSO) – 03450154033
If you are not happy with the way in which your formal complaint was handled either by the dental practice or NHS England, you can contact Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.
For Private Dental Treatment
1. Dental Complaints service (DCS) – 02082530800.
The DCS provides a free and impartial service to help private dental patients and dental professionals to settle about private dental care fairly and efficiently
If you have safety concerns about a dentist or practice
1. General Dental Council (the regulatory body of all dental professionals in UK)
37 Wimpole Street
London
W1M 8DQ
Tel No- 0207887300
2. Care Quality Commission (CQC)
Citygate
Gallowgate
Newcastle-upon-Tyne
NE1 4PA