Complaints handling policy: Code of practice for patient complaints
In this practice we take complaints very seriously since we aim to ensure that all of our
patients are pleased with their experience of our service. In the unfortunate event that a
patient leaves the surgery feeling dissatisfied and makes a complaint, we endeavour to ensure
that the complaint is dealt with courteously and promptly and that our customers’ concerns
are dealt with in a caring and sensitive way.
Our aim is for all of our patients to be leave the surgery satisfied and therefore in the scenario
that an individual is unsatisfied, we welcome the opportunity to resolve matters at a practice
level. Inevitably, there may be scenario’s where we make mistakes, however we learn from
every mistake.
§ Our complaints manager is Susan Hill, who is the individual responsible for dealing
with any complaints about the service that we provide here at Brecknock Dental. Our
responsible person is Neil Maroo.
§ If a patient complains via telephone or at the reception desk, we will listen to their
complaint and offer to refer him/her her to the practice manager immediately. If the
practice manager is not available at the time, then the patient will be told when they
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
to the practice manager. If this cannot be arranged within a reasonable time period,
arrangements will be made for someone other than the practice manager to deal with
the complaint. Susan or the person who it is referred to will deal with the complaint.
§ If the patient complains in writing, the letter/email will be passed on immediately to
the practice manager.
§ We will acknowledge the patient’s complaint in writing and enclose a copy of this
code of practice as soon as possible, normally within 3 working days.
§ Incorporated in our acknowledgement, we will state that we will offer to discuss with
you the handling of the complaint and the timeframe for a response in line with the
regulations.
§ Proper and comprehensive records are kept of any complaint received.
§ NHS patients that would prefer not to raise their initial concerns with the practice can
contact: (Complaints cannot be made to both the practice and NHS England).
NHS England, PO BOX 16738, Redditch, B97 9PT Tel:03003112233
Email: xxxxxxx.xxxxxxxxx@xxx.xxx
§ If NHS patients are not satisfied with the result of our investigation or that of NHS
England, then a complaint may be made to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank,
London, SW1P 4QP. Telephone: 0345 015 4033, www.ombudsman.org.uk
§ For any complaints related to private dental care, patients may also contact:
The Dental Complaints Service, Stephenson House,
2 Cherry Orchard Road
Croydon
CR0 6BA Telephone: 020 8253 0800 www.dentalcomplaints.org.uk
xxxx@xxxxxxxxxxxxxxxx.xxx.xx