At Martins Lane Dental Practice we try to ensure that all patients are pleased with their experience of our service and take complaints very seriously indeed. 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 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 patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is:
Mrs Julie Newton, the Practice Manager (firstname.lastname@example.org)
Or, please write to:
The Practice Manager
Martins Lane Dental Practice
1 Martins Lane
What we will do
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 the Practice Manager immediately.
If the Practice Manager is not available at the time, then the patient will be told when he or she will be able to talk to the Practice Manager and arrangements will be made for this to happen.
The contact member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter with the Practice Manager, arrangements will be made for someone else to deal with it.
If the patient complains in writing the letter will be passed on to the Practice Manager immediately.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 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 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 to the patient immediately after completing our investigation.
Proper and comprehensive reports will be kept of any complaint received.
If a patient is not satisfied with the result of our procedure they have the right to refer their complaint about NHS treatment to the Patient Advice and Liaison Service (PALS) on 0151 647 4251, or for complaints about private treatment, see www.dentalcomplaints.org.uk