Code Of Practice For patients’ complaints. In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.
Complaints procedure for patients
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.
1) The person responsible for dealing with any complaint about the service which we provide is Vernon Williams, Amreeta Sanghera or Christopher Williams. Hereby referred to as VW or AS or CW.
2) If a patient complains over the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to VW or AS or CW immediately. If either VW or AS or CW is 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.
3) If the patient complains in writing, the letter will be passed on immediately to VW or AS or CW .
4) 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.
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 two working days. We will seek to investigate the complaint within ten working days or 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.
6) We will confirm the decision about the complaint in writing immediately after completing our investigation. Investigations will normally be completed within six months.
7) On completion of the investigation, we will provide the patient with a full written report.
8) Proper and comprehensive records of any complaint received as well as any actions taken to improve services as a consequence of the complaint.
9) If patients are not satisfied with the result of our procedure then a complaint may be referred to:
NHS Patient Complaints
Bath, Gloucestershire, Swindon and Wiltshire Team
Tel 01138 251538
Patient Advice and Liaison Service (PALS)
NHS Berkshire West
57 – 59 Bath Road
Tel 0118 982 2874
The Parliamentary and Health Service Ombudsman
Tel 0345 015 4033