COMPLAINTS POLICY
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. 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 Ms Lynsey Grant. The deputy
complaints manager is Ms Janice Smith who shall deputise in Ms Grant’s absence or deal with the complaint if it is
in relation Ms Grant.
- 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 Ms Grant immediately. If she 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.
- If the patient complains in writing the letter will be passed
on immediately to Ms Grant.
- 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 twenty 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 twenty 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 in the complaints folder.
- If patients are not satisfied with the result of our procedure
then a complaint may be made to:
- The General Dental Council, 37 Wimpole Street, London, W1M
8DQ (the dentists’ registration body).
- Greater Glasgow & Clyde Health Board, Dalian House,
PO Box 15329, 350 St. Vincent Street, GLASGOW G3 8YZ. Care
for complaints about NHS treatment.
- Scottish Public Services Ombudsman, Freepost EH641, Edinburgh
EH3 0BR.
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