If for any reason you are unhappy with the service we provided, please do contact the practice and we will endeavour to resolve any concerns. You can contact us via our Feedback page, call us on 01278 588988 or email; firstname.lastname@example.org
We take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. We adopt a non discriminatory approach to dealing with patient complaints and treat all patients with courtesy and respect. Our practice is committed to ensuring and safeguarding the right to equality and to freedom from discrimination on such grounds as disability, political or other opinion, race, religion, sex or sexual orientation and marital status. Our practice supports the Race Relations Act 1976 and the Sex Discrimination Acts 1975 and 1986 and the Disability Discrimination Act 1995. 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 all want a 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 within the Practice for dealing with any complaint about the service which we provide is the Practice Manager. Complaints can be made verbally or in writing to Lion House Dentistry, Suite 4B, Benjamin Holloway House, West Quay, Bridgwater, Somerset TA6 3HW.
2. 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 practice manager.
If the practice manager is not available at that specific time, then the patient will be told when she/he will be able to talk to the dentist and arrangements will be made for this to happen. A member of the 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.
3. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist for their comments.
4. We will acknowledge the patient’s complaint verbally and / or in writing and enclose a copy of this code of practice within three working days. We will seek to investigate the complaint and provide a response within twenty working days of the complaint being received. If this is not possible, we will inform the complainant in a timely manner of any unavoidable delays.
5. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
6. If complaining on behalf of someone else, please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we must know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.
For further advice patients could contact ICAS (Independent Complaints Advocacy Service) Helpline 08453373054 or the Dental Complaints Service Helpline 08456 120 540.
You can also report your concerns to the Care Quality Commission (CQC) at: http://www.cqc.org.uk/contactus/howtoraiseaconcernorcomplaint.cfm The CQC is the
independent regulator for all health and social care services in England. Proper and comprehensive records are kept of any complaint received at the practice.