Putting our patients first
Effectively addressing concerns
Patient complaints policy and procedures
The Terrace Dental Clinic has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed, and all patients and visitors can be confident that they will be listened and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally or in writing.
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Stuart Gibson.
The Terrace code of practice for patients who wish to raise concerns
In this clinic, we place great emphasis on meeting and whenever possible, exceeding our patient’s expectations. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction both promptly and professionally.
Our aim is to respond to patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any concerns about the service we provide in this practice is: Stuart Gibson.
If a patient raises an issue they are unhappy about on the telephone or at the reception desk, after listening to a description of the problem, we will immediately contact the Practice Owner. Should the designated person or other responsible person not be available at the time, the patient will be informed when they will be available and arrangements will be made for the two to meet or speak. The member of staff will take brief details of the concern and pass them to the Practice Owner or Practice Manager in his absence.
If a patient writes to express their concern, the letter will be passed on to the relevant person immediately.
We will acknowledge any concerns raised in writing within two days. If a concern has been raised in writing, the written acknowledgement will also include a copy of this Code of Practice, again, normally within two working days. We will investigate the concern and report back within ten working days of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.
We will confirm the outcome of the investigation and any decisions made in writing. Proper and comprehensive records are kept of any concerns or complaints received. If, for any reason, a patient is not satisfied with the outcome or the procedure, he/she may refer to:
• The Dental Complaints Service for complaints about private treatment Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone 020 8253 0800Email: info@dentalcomplaints.org.uk
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
Phone: 02071676000 Email: standards@gdc-uk.org
• NHS England for complaints about NHS treatment. PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233 Email: England.contactus@nhs.net
• The Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone Email 03000 616161 enquires@cqc.org.uk