In this practice we take complaints seriously 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 easily and 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 try to learn from every mistake and we aim to respond to customers’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service which we provide is Lynne Wilson the Practice Manager. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Lynne Wilson immediately. If Lynne Wilson is not available at the time, then the patient will be told when they will be able to talk to their Orthodontist 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 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 the letter will be passed on immediately to Lynne Wilson Beam’s Practice Manager. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Orthodontist, unless the patient does not want this to happen. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt 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 them on the telephone. 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 the investigation will be completed.
We will confirm the decision about the complaint in writing promptly after completing our review and investigation. Alternatively we will be happy to meet with the patient to discuss the results. Proper and comprehensive records are kept of any complaint received. If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service (08456 120 540) for complaints about private treatment.
The General Dental Council,
37 Wimpole Street,
London, W1M 8DQ (the dentists’ registration body)
For complaints about NHS treatment;
Complaints and Feedback Team
Dundee, DD1 9SY
Telephone: 0800 027 5507
The Healthcare Commission,
Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG