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Complaints Procedure

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 Matier 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 Complaint 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 Any Complaints About The Service Which We Provide Is; Mrs J Hawksey

If A Patient Complains On The Telephone Or At The Reception Desk, We Will Listen To His Or Her Complaint And Offer To Refer Him Or Her To Mrs J Hawksey Immediately. If Mrs Hawksey Is Not Available At The Time, The Patient Will Be Given A Date That Mrs Hawksey Will Contact Them. The Member Of Staff Will Take Brief Details Of The Complaint And Pass The Details On .

If The Patient Complains In Writing The Leiter Will Be Passed On Immediately To: Mrs J Hawksey.

If A Complaint Is About Any Aspect Of Clinical Care Or Associated Charges It Will Normally Be Referred To The Dentist, Unless The Patient Does’not Want This To Happen.

We Will Acknowledge The Patients Complaint In Writing And Enclose A Copy Of This Code Of Practice As Soon As Possible, Normally Within Two Working Days. We Will Seek To Investigate The Complaint Within Ten Working Daysof The Complaint Being Received To Give An Explanation Of The Circumstances Which Led To The Complaint. If The Patient Does Not Wish To Meet Us, Then We Will Atiempt To Talk To Him Or Her On The Telephone. If We Are Unable To Investigate The Complaint Within Ten 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 Records 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 -telephone Number-03003112233

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