POLICY FOR HANDLING PATIENT COMPLAINTS

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 resolve complaints, fairly, efficiently, transparently, quickly benefiting patients and Dental professionals.

1. The person responsible for dealing with any complaint about the service we provide is Beverley Harston.

2. 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/her to Beverley Harston immediately so this can be resolved within the same working day.

If Beverley Harston is not available at the time, then the patient will be informed when he/she will be able to talk to Beverley Harston 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 the patient does not wish to wait to discuss the matter, arrangements will be made for the GDP the patient is registered with to deal with it.

If the patient complains in writing the letter will be passed on immediately to Beverley Harston.

If the complaint is about any aspect of clinical care or associated charges it will normally be referred to the GDP, unless the patient does not want this to happen.

3. We will acknowledge all patients complaints 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 days of the complaint being received to give an explanation of circumstances that led to the complaint, and in most cases a much shorter period of time is easy to achieve. Advice can be sought from the BDA and Dentist Defence organisation.

4. Following the initial investigation, it may be necessary to invite the complainant to meet the complaints manager and the dentist to resolve the situation. During such meeting someone else should be present to take notes. If the complaint involves the action of a DCP, it may ne preferable that they are not present at the initial meeting. Where the complaint was justified and the quality of care and service was not as high as the patient had a right to expect, an explanation of what happened and an apology should be supplied with an indication of how the occurrence will be prevented in the future. If the patient does not wish to meet us, then we will attempt to talk to him/her on the telephone and also in writing.

5. 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 investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing the investigation.

7. Comprehensive reports are kept of any complaint received. These are kept in a complaints file. An entry on the patients notes should be made, saying complaint received and refers to complaints folder for details.

8. Customers who are dissatisfied should be told how to contact the Dental Complaints Service, to whom the complaint must be directed, where possible.