Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.
This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened to and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by or in writing.
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
Making a complaint will not affect ongoing or future care.
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Kerren Dhir.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him Kerren Dhir immediately.
If this named person is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. 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.
Patient’s treatment/care can continue whilst a complaint is investigated and that, if requested by the patient, arrangements can be made for the patient to see an alternative clinician where possible.
If a patient is not satisfied with the result of our procedure, or if they do not wish to contact the practice directly, then a complaint may be made to:
Current NHS complaints guidance emphasizes making complaints quickly (ideally within 12 months), ideally directly to the service first, and expecting acknowledgment within 3 working days, with the Parliamentary and Health Service Ombudsman (PHSO) overseeing standards, offering support, and handling escalated cases.
Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
The Dental Complaints Service
37 Wimpole Street
London W1G 8GT
Care Quality Commission
Citygate,
Gallowgate,
Newcastle upon Tyne,
NE14PA
Care Quality Commission
2 Redman Place
London
E20 1JQ
https://www.cqc.org.uk/contact-us/how-complain/complain-about-gp-dentist-or-eye-care
