COMPLAINTS PROCEDURE-PATIENT INFORMATION

We operate a practice complaints procedure in line with the Local Authority Social Services and NHS Complaints Regulations 2009. Our system adheres to national criteria.

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, often at the time they arise. If your problem cannot be dealt with in this way and you wish to make a complaint, please let us know as soon as possible as this will enable us to establish what happened more easily. If it is not possible to do this, please let us have your complaint:

• Within 12 months of the incident that caused the problem
• Within 12 months of discovering that you have a problem

Complaints should be addressed to Nicki Ingle. Alternatively, you could arrange an appointment with Nicki to discuss your concerns. The complaints procedure will be explained to you in detail. Please be advised your complaints will be escalated to the relevant clinicians/parties involved.

Your dental care at the practice will not be compromised as a result of making a complaint.

WHAT WE SHALL DO

We shall acknowledge your complaint within 3 working days. We aim for the investigation to be completed and for the individual to receive the report as soon as reasonably practical. Where we anticipate a delay, we will explain this to the individual and provide an update on progress.

When we are in a position to offer you an explanation, or a meeting with those involved. We shall aim to

• Find out what happened and what, if anything, went wrong
• Make sure you receive an apology if this is appropriate
• Identify what we can do to ensure the problem does not happen again

COMPLAINING ON BEHALF OF SOMEONE ELSE

A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf.  A complaint can also be made by an individual who is, or is likely to be, affected by our actions, inactions, decisions or omissions.

NHS Patients

If you are an NHS patient at the practice, you can complain directly to us or you can contact

NHS England,                                                                                                             

PO Box 16738                                                               

Redditch                                                                        

B97 9PT                                                                                                                      

0300 311 2233

 

If for some reason you are not happy with the way the practice or NHS England handled your complaint- you may contact the Parliamentary and Health Service (PHSO)

 

The Parliamentary and Health Service Ombudsman

Citygate

41 Mosley Street

Manchester

M2 3HQ

 

Email   phso.enquiries@ombudsman.org.uk

 

Tel       0345 015 4033

www.ombudsman.org.uk.

 

Private Patients

 

For Private patients at the practice, you can complain directly to us or contact

 

Dental Complaints Service

37 Wimpole Street

London

W1G 8DQ

 

020 8253 0800 (Monday – Friday, 9am – 5pm

 

Complete the online form

 

Dental Complaints Service

 

If you would like independent help and advice with your complaint, please contact the Independent Complaints Advocacy Team at the local NHS Healthwatch

 

Healthwatch North Yorkshire

55-57 Grove Road

Harrogate

HG1 5EP

Tel 01423 788 128 (09.00am-5.00pm Mon-Fri)

 

Email hello@hwny.co.uk