POLICY FOR HANDLING PATIENT COMPLAINTS
In this practice we take complaints very seriously indeed 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 objects.
Our aim is to react to complaints in a way in which you would expect your complaint about our service handled. We learn from every mistake that we make and we respond to customers concerns in a caring and sensitive manner.
The person responsible for dealing with any complaint about the service we provide is Victoria Jeffries.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her immediately. If Victoria Jeffries is not available at the time, then the patient will be advised when they will be able to talk to the dentist and arrangements will be made for this to happen. Another 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.
If the patient complains in writing, the letter will be passed on immediately to Victoria Jeffries
If a complaint is regarding any aspect of the clinical care’s associated charges, it will normally be referred to the dentist, unless the patient does not want this to happen.
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 seek to investigate the compliant within ten working days of 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 talk with them on the telephone. If we are unable to investigate the complaint within ten days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be complete.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any compliant received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
Patient Advice and Liaison Service (PALS) Primary Care Organization
Charter House Parkway
Welwyn Garden City Herts
Telephone number: 0113 824 8686
NHS England 0113 824 8686 Email:
PohWER NHS is an NHS complaints advocacy which can help support your complaint by contacting them on: 03000 456 2370 or by email: firstname.lastname@example.org.
If you feel that the problem is of a more serious nature you can seek further advice from:
Care Quality Commission (CQC) 03000 616 161 (CQC cannot investigate individual complaints, but it can use the information when they inspect services)
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists registration body) 0207 167 6000. (Please be aware that the GDC does not resolve complaints or award compensation)
If you need further advice or wish to leave feedback you can contact Healthwatch Hertfordshire by Email:
If you are not happy with the way in which your complaint has been dealt with contact the Ombudsman on:
0345 015 4033, or visit the website at:
If you have had private dental treatment
If you have a complained to the practice and are not satisfied with the way your complaint was handled you can contact the Dental Complaints Service (DCS)
Updated April 2017