Download Holly Tree House Dental Practice Patient Complaints Procedure 1

HollyTreeHouseDentalPractice
PatientComplaintsProcedure1
Itisouraimtoalwayshavesatisfiedpatients,tomeetyourexpectationsofcareandserviceandtoresolve
any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we
investigatetheminafullandfairwayandtakegreatcaretoprotectyourconfidentiality. Ifyouarenot
entirelysatisfiedwithanyaspectofourcareorservicepleaseletusknowassoonaspossibletoallowusto
addressyourconcernspromptly.ItmaybeinitiallyhelpfultodiscussanyconcernswithDrAlexandraRae.
Wewillneverdiscriminateagainstpatientswhohavemadeacomplaint.
Please address any written complaints to Dr Rae at the practice’s address. If we cannot resolve your
complaintimmediatelyitwillbeacknowledgedinwritingwithin3workingdaysandweaimtoprovidea
fullresponsewithin10workingdays.IfDrRaeisunavailable,wewilltakedetailsaboutthecomplaintand
let you know when you can talk to a suitable team member as soon as possible. We will keep
comprehensive and confidential records of your complaint, which will be stored securely. Only those
persons who need to know about your complaint are informed about it and can access it. Should the
complaintneedtobeinvestigated,thismayinvolvethepersonwhotreatedyou,membersoftheteamor
others. In some cased the investigation may take longer than 10 working days, in which case you will be
informedaboutthereasonforthedelay,theprogressoftheinvestigationandtheproposeddateitwillbe
completed.
Whentheinvestigationhasbeencompleted,youwillbeinformedofitsoutcomeinwritingandinvitedtoa
meetingtodiscusstheresultsandanypracticalsolutionsthatwecanoffertoyou.Thesesolutionscould
includereplacingtreatment,refundingfeespaid,referringyouforspecialisttreatmentsorothersolutions
that meet your needs and resolve the compliant. We regularly analyse patient complaints to learn from
themandtoimproveourservices.That’swhywealwayswelcomeyourfeedback,comments,suggestions
andcomplaints.Patientsatisfactionquestionnairesareavailablefromthereceptionarea.Wecanprovidea
FreepostenvelopeforyoutoreturntheQuestionnaire.
Ifyouareunfortunatelydissatisfiedwithourresponsetoacomplaintyoucanifyouwishtakeitfurther.
Pleaseseethecontactdetailsbelow.
Contacts
NHS.From1August2015theNHSEnglandNorthMidlandsComplaintsServicewillberesponsibleforthe
investigationofallNHSEnglandcomplaintsrelatingtoprimarycareprovidedinStaffordshire&Shropshire
aswellasDerbyshire&Nottinghamshire.YoucancontacttheCustomerContactCentre:
Post:
NHSEngland
POBox16738
Redditch
B979PT
Email:
[email protected]
Telephone:
03003112233
If patients are not satisfied with the way their complaint has been dealt with by the provider or
commissioner,theycancontacttheParliamentaryandHealthServiceOmbudsman(PHSO)
Post:
TheParliamentaryandHealthServiceOmbudsman
MillbankTower
Millbank
London
SW1P4QP
Email:
[email protected]
Telephone:
03450154033
(Continuedover)
1
Updated2015toreflectNHSComplaintsServiceChanges.
HollyTreeHouseDentalPractice
YoucanalsocontacttheCareQualityCommission whoregulatesprivateandNHSdentalcareservicesin
England by calling 03000 616161 or by visiting www.CQC.org.uk. They can take action against a service
providerthatisnotmeetingtheirstandards
TheGeneralDentalCouncilisresponsibleforregulatingalldentalprofessionalsandyoucancontactthem
[email protected].
ForprivatedentaltreatmentyoucancontacttheGDCprivatedentalcomplaintsservicebycalling0845612
0540orvisitingwww.dentalcomplaints.org.uk.
(VersionSeptember2016)