Code of practice for patient complaints

In this practice we take patient complaints very seriously indeed and try to ensure that all our 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 complaint about a service to be handled. We learn from every mistake that we make and respond to patients concerns in a caring and sensitive way

1 The person for dealing with any complaint about the service we provide is The practice manager—Mrs Dawn Skinner 

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 or her to Dr S.Lathar immediately. If Dr Lathar is not available at the time, then the patient will be told when he will be able to talk to her and arrangements made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange within a will be made for someone else to deal with it.

3.If the patient complains in writing the letter will be passed on immediately to Dawn with a copy to Dr Lathar and if appropriate the dentist or member of staff concerned.

4.If the complaint is about any aspect of clinical work or associated charges Dawn will normally refer it to the dentist, unless the patient does not want this to happen.

5.We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 2 working days. We will seek to investigate the complaint within 10 working days of 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 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.

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

7.Proper and comprehensive records are kept of any complaint received.

8.If patients are unhappy with the result of our procedure then a complaint may be made to

Write to:
Dental Complaints Service . Stephenson House. 2 Cherry Orchard Road.
Croydon CR0 6BA
020 8253 0800

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