Complaints Policy

Fourways Dental Surgery

Complaints handling policy (private treatment)

Code of practice for patient complaints

In this practice we take complaints very seriously and try to ensure that all our 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 customers’ concerns in a caring and sensitive way.
  1. The person responsible for dealing with any complaint about the service which we provide are the Partners.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Partners immediately. If the Partners are 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.
  3. If the patient complains in writing the letter or email will be passed on immediately to the partners.
  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 three working days. We will offer to discuss the complaint at a time agreed with the patient, and confirm how the patient would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to complete. If the patient does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.
  6. We will seek to investigate the complaint within ten working days of receipt and, as far as reasonably practicable, we will keep the patient informed as to the progress of the investigation. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  7. When we have completed our investigation, we will provide the patient with a full written report, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.
  8. Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct
 Reviewed March 13 and to be included in practice waiting room file