In this practice we take complaints very seriously indeed and try to ensure that all 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 patients’ concerns in a caring and sensitive way.
If Martin or Michelle are not available at the time, then the patient will be told when he or she will be able to talk to them, 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, this should normally be a senior member of staff. If the complaint relates to Martin, the matter will be referred to Michelle Smith alone, who will work with Peter Burrows on the matter.
If the patient complains in writing the letter will be passed on immediately to Martin
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 two 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 are kept of any complaint received,
If patients are not satisfied with the result of our procedure then advice should be sort from:
PO BOX 16738
Telephone: 0300 311 22 33
If patients are not satisfied with the way their complaint has been dealt with by the provider or commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO)
Post: The Parliamentary and Health Serivce Ombudsman
Telephone: 0345 015 4033
'POhWER' NHS Complaints Advocacy
NHS Complaints Advocacy is free, confidential and independent of the NHS, Contact by:
Telephone - 0300 456 2370 (charged at local rate)
Text - send the word 'pohwer' with your name and number to 81025
Skype – pohwer.advocacy
Email - firstname.lastname@example.org
Post - PO Box 14043, Birmingham, B6 9BL