Our Quality Standards | Bradford & Halifax | Pearl Dental

Code of Practice for Patient Complaints

We want all our patients to be pleased with the service they receive, so we take complaints seriously.  If a patient makes a complaint, we will deal with it promptly and courteously.  Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.

A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion.  We will, at all times, be polite and respectful to our patients.

Practice procedure

  1. The person responsible for dealing with any complaint about the service which we provide is Rachel Flesher.
  • If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient.  The patient is given a copy of the record and the original is passed to Rachel Flesher. If Rachel Flesher is available, the patient is asked whether they would like to see/speak to her immediately.  Otherwise, the patient is advised when Rachel Flesher will make contact to arrange a meeting in person or by telephone. If we cannot arrange this within a reasonable period of time 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 or by e-mail, the complaint will be passed immediately to Rachel Flesher.
  • If the complaint is about any aspect of clinical care or associated charges for treatment it will be referred to the dentist concerned, unless the patient requests otherwise.
  • All complaints are acknowledged in writing as soon as possible but within three working days.  A copy of this code of practice will be sent with the acknowledgement.  If the patient has not yet discussed the matter with the Practice Manager Rachel Flesher, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, telephone or face-to-face meetings.  The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
  • We will investigate the complaint speedily and efficiently and, as far as reasonably practicable, will keep the patient informed of our progress.  Investigations will normally be completed within ten working days however, if this is not possible, we will notify the patient, giving reasons for the delay and a likely period with in which the investigation will be completed.
  • On completion of our investigation, we will provide the patient with a full written report, which will include;
  • An explanation of how the complaint has been considered.
  • The conclusions reached in respect of each specific part of the complaint.
  • Details of any necessary remedial action.
  • Whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  • Proper and comprehensive records will be kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  • If a patient is not satisfied with the result, then the complaint may be referred to:

[email protected]

NHS England PO Box 16738 RedditchB979PT Tel: 0300 3112233

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
  • Denplan Mediation Service Tel: 0800 169 7220 for Denplan complaints
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body. Email: www.gdc-uk.org Tel: 0845 222 4141 or 020 7887 3800
  • The Care Quality Commission, 151 Buckingham Palace Rd, Victoria, London SW1W 9SZ. Tel: 03000 616161
  • ICAS Independent complaints advocacy service seap.org.uk for advice and support with your complaint.
  • Financial Ombudsman – https://www.financial-ombudsman.org.uk/

[email protected] Call the helpline on 0800 023 4567

Approval

This policy has been approved by the undersigned and shall be reviewed on an annual basis

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