Complaints Handling Policy

In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and promptly to resolve the matter as quickly as possible.

Our aim is to react to complaints and learn from every mistake that we make. We will respond to any concerns in a caring and sensitive way.

The person responding to dealing with any complaints about the service that we provide is Nicki Ingle, our Complaints Manager.

1. If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the Complaints Manager immediately. If the Complaints Manager is not available at the time, we arrange a convenient time for the Complaints Manager to contact the individual. The member of staff will take brief details of the issue and pass it on to the Complaints Manger and provide the individual with a copy of our complaints procedure. If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with the matter.
2. If we receive a complaint in writing or by e-mail, it will be passed immediately to the Complaints Manager.
3. If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the individual does not want this to happen.
4. We will acknowledge a complaint, usually within 3 working days. We will offer to discuss the complaint with the individual and confirm how they would like to be kept informed of developments-by telephone, letters, e-mail or by face-to-face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete. If the individual does not wish to the discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.
5. We will seek to have the complaint investigated as soon as possible once all relevant information has been gathered, this would normally be within 6 months and as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.
6. When we have completed our investigation, we will provide the individual 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 whether further action will be taken.
7. 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.
8. Alternatively, you can either complain:
   • NHS Patients: to NHS England. If you are not satisfied with the response from the practice or NHS England, you can complain to the Parliamentary Healthcare Ombudsman
   • Private Patients: to the Dental Complains Service