Teamcare Dental Practice
Comments and Complaints Procedure – Information for Patients
At Teamcare Dental Practice we take comments on how we could improve our services and complaints about the service our patients receive very seriously. We try to ensure that all of our patients receive the same high standard of care and that they are all satisfied with both the treatment they receive and their experiences of our practice as a whole.
If the patient wishes to make a complaint it is important to us that any issues are dealt with courteously and promptly so that the matter can be resolved as quickly as possible.
Our aim is to react to complaints in the way that we would wish our own complaints about a service to be handled, to learn from any mistake made and to respond to patients’ concerns in a caring and sensitive way.
This policy sets out the procedures we will follow to ensure that we achieve these objectives.
We encourage our patients to give feedback and, where they are unhappy, to make a complaint if we have not met their expectations. We want to stress that this is important to us because it helps is to improve the service that we provide.
Patients will not be discriminated against for making a complaint and it will not have a negative effect on the treatment that they receive.
In the first instance every effort is made to attempt to resolve the issue at the time it arises and with the person concerned. However, if this is not possible the person responsible for dealing with any complaints about the service which is our Practice Manager, Sarah Fellows who can be contacted via telephone on 01234 352927 or by email at email@example.com.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him/her to the Practice Manager immediately. If the Practice Manager is not available at the time , the member of staff will take brief details of the complaint and pass them on.
If the person complains in writing, this letter will be passed on immediately to the Practice 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 requests otherwise.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible normally within 2 working days.
We will seek to investigate the complaint within 10 working days of the receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to discuss the matter with them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reason for the delay and a likely period within which the investigation will be completed.
We will seek to investigate the complaint quickly and efficiently and will keep the patient regularly informed, as far as reasonably possible, as to the progress of the investigation. Investigation will normally be completed within 6 months.
When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusion reached in respect to each specific part of the complaint, details if necessary remedial action and whether the practice is satisfied with any action is has already taken or will be taking as a result of the complaint.
Proper and comprehensive records are kept of any complaint received as well as any action taken to improve services as consequence of a complaint.
If patients are not satisfied with the results of our procedures then a complaint maybe referred to:
For complaints about private treatment:
The Dental Complaints Services
Stephenson House, 2 Cherry Orchard Road,
Tel: 0845 612 0540. www.dentalcomplaints.org.uk
For complaints about Denplan treatment:
Denplan Ltd, Denplan Court, Victoria Road,
Tel: 0800 401 402. www.denplan.co.uk
For complaints about NHS treatment:
PO BOX 16738
Tel: 0300 311 2233. www.england.nhs.uk
Or The Parliamentary and Health Service Ombudsman,
Tel: 0345 015 4033. Phso.firstname.lastname@example.org
The dentists’ regulatory body for complaints about professional misconduct:
General Dental Council
37 Wimpole street,
Tel: 0845 222 4141. www.gdc-uk.org
Teamcare Dental Practice
37, Goldlington Road
Phone: 01234 352927