In this practice we take complaints very seriously and try to ensure that all our patients are pleased with the service they receive at our practice. 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.
The person responsible for dealing with any complaint about the service which we provide is Satbir S. Golar/Yasmin Golar (Principals of the Practice).
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 Satbir or Yasmin Golar immediately. If both are not available at the time, then the patient will be told when they will be able to talk to the dentist 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 Satbir or Yasmin Golar.
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 receipt 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 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 immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
For complaints about private treatment: The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon,CR0 6BA
Telephone: 08456 120540, Email: info@dentalcomplaints.org.uk
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (The dentist’s registration body)
UK local rate 0845 222 414 From London 020 7887 3800
NHS Westminster’s Patient Advice and Liaison Service (PALS) 15 Marylebone Road, London NW1 5JD.
The Patient Advice and Liaison Service (PALS) team is there to help you with information or issues about local NHS services PALS can help you find local health services, resolve problems when they arise and, if necessary, assist you in accessing the NHS complaints system. The team is also happy to receive comments, compliments and suggestions about NHS local services. Any information supplied will be treated as confidential.
Email pals@inwl.nhs.uk or phone 0800 587 8818.If you have a complaint, in the first instance you should see if PALS can help resolve your issue. Alternatively, you can access the complaints system directly by emailing complaintsteam@inwl.nhs.uk.
The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG
Tel No: 020 7448 9200 (www.healthcarecommission.org.uk)
