Code of Practice for Patient Complaints

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.  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 we respond to customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time a senior member of staff will take brief details of the complaint and pass them on to the practice Manager.
3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager.
4. If a complaint is about any aspect of clinical care or associated charges it will always be referred to the dentist concerned in order for the dentist to provide a full and comprehensive response.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
6. We will seek to get a response to the complaint within twenty eight days of receipt to give an explanation of the circumstances which led to the complaint. If we are unable to do so within twenty eight days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
7. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly with NHS England at [email protected] with ‘For the attention of the complaints team’ in the subject line
8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to: the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk. The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.