In this practice we take 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.   

Our aim is to react to all 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 we respond to customers’ concerns in a caring and sensitive way. 

 

The person initially responsible for dealing with any complaint about the service which we provide is Nicola Walker.  

 

• 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 Nicola Walker.   If Nicola Walker is not available at the time, then the patient will be told when they will be able to talk to the appropriate person 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 Nicola Walker.  If the complaint is in relation to the Practice Manager or her deputy an appropriate person will be appointed to deal with the complaint. 

 

• If a complaint is about any aspect of clinical care or associated charges it will normally be referred to Dr Darren King 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 or within three working days.  We will seek to investigate the complaint within a time frame agreed between us and the patient 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 the time frame agreed, 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 immediately after completing our investigation. 

 

• Complaining on behalf of someone else - The rules of medical confidentiality will be adhered to if the complaint is received on behalf of someone else. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated. 

 

• Comprehensive and confidential records are kept of any complaint received. When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant. 

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below. 

Contacts 

 

Patients who choose to not complain through our practice procedure may complain directly to: 

 

NHS England 

Phone: 0300 3112233 
Email: england.contactus@nhs.net 
Post: NHS England, PO Box 16738, Redditch B97 9PT 

 

If you are still unhappy about your NHS compliant, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk  

 

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000. 

 

PRIVATE PATIENTS: please contact the Dental Complaints Service on 020 8253 0800 (Monday to Friday, 9am to 5pm) or visit its website for more information.