In this practice we take complaints very seriously indeed and try to ensure that all 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 objectives.
Our aim is to react to complaints in the way in which we would want our own complaints about a service to be handled. We learn from every mistake
that we make and we respond to patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with the complaint about the service we provide is Mrs Sarah Kelly, Practice Manager.
- If a patient complains on the telephone, or reception desk, we will listen to his complaint and refer him or her to Mrs Sarah Kelly immediately. If Mrs Sarah Kelly is not available at the time,
then the patient will be told when he or she will be able to talk to the practice manager and arrangements will be made for this to happen. The 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
- If the patient complaints in writing the letter will be passed onto Mrs Sarah Kelly.
- If the complaint is about any aspect of clinical care or associated charges it will 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
complaint within ten working days of the complaint being received to give an explanation of the circumstances, which led to the complaint. If the patient does not want to meet us, then we will
attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within 10 working days, we will notify the patient, giving reasons for the delay and a likely period
within which the investigation will be completed.
- We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
- Proper and comprehensive reports are kept of any complaint received.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
NHS England – South (South East): York House, 18-20 Massetts Road, Horley, Surrey, RH6 7DE