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.

We learn from any mistake that we make and we respond to patients’ concerns.

• The person responsible for dealing with any complaint about the service which we provide is Catherine Carey the practice Complaints Manager.
• If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. The member of staff will make a written record of your complaint and pass it on to the Complaints Manager. 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.
• If the patient complains in writing or by email it will be passed on immediately to the Complaints Manager.
• If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
• We will acknowledge the patient’s complaint in writing, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments.
• We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed as to the progress of the investigation. Investigations will normally be completed within 6 months.
• When we have completed our investigation, we will provide the patient with a written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
• Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
• If patients are not satisfied with the result of our procedure then a complaint may be referred to:
  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
  • NHS Ealing 1 Armstrong Way, Southall, Middlesex, UB2 4SA
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.