Code of practice for patient complaints
In our services we take complaints very seriously and try to ensure that all our patients are pleased with their
experience. 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.
1.
The person responsible for dealing with any complaint about the service which we provide is the individual
service Complaints Manager.
2.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the
Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will
be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to
happen. The member of staff will make a written record of your complaint and provide the patient with a copy
as well as passing it on to the Complaints Manager. 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.
3.
If the patient complains in writing or by email it will be passed on immediately to the Complaints Manager.
4.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the
dental professional concerned, unless the patient does not want this to happen.
5.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as
possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the
patient, asking how the patient would like to be kept informed of developments, for example, by telephone,
face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled
and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the
complaint, we will still inform them of the expected timescale for completing the process.
6.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly
informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will
normally be completed within 10 days.
7.
When we have completed our investigation, we will provide the patient with a full written report. The report
will include an explanation of how the complaint has been considered, the conclusions reached in respect of
each specific part of the complaint, details of any necessary remedial action and whether the service is
satisfied with any action it has already taken or will be taking as a result of the complaint.
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 referred to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP for
complaints about NHS treatment, or
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, London CR9
2ER for complaints about private treatment.